Live video assistance provider Vee24 has announced that Goldsmiths is now using its solution to offer live video assistance to consumers shopping for high value items on the jeweller’s website. Online shoppers can now interact with the Goldsmiths customer service team using live video enabling the customer to see the consultant on the screen, ask questions and browse the website alongside the consultant.
Goldsmiths wanted its customers’ online experience to match the personal experience they would receive in one of its showrooms. The service started with text-based chat and then progressed into live video chat, allowing the Goldsmiths customer service team to talk directly to the customers from the website, build a strong rapport and serve the customer face to face.
“We saw immediately that the Vee24 solution was future proof and other providers were not able to offer the same high level of functionality for video chat and website co-browsing,” said Mark Buckingham, Head of eCommerce, Goldsmiths.“We wanted to offer our online visitors a ground-breaking customer experience via a state-of-the-art platform and Vee24’s co-browsing solution, combined with video chat, offers the immersive experience that meets the high standards we have set for customer experience,” added Ben Aelberry, Customer and Store Support Manager, Goldsmiths.
“We are delighted to see Goldsmiths’ customers embrace our live video chat solution,” commented Phil Adams, Client Success Director, Vee24. “Luxury goods are a significant purchase and it is great that Goldsmiths’ customers now have the option to weigh up different products and seek some advice prior to making an online purchase,” added Adams.
“We are seeing an increase in average order value and conversion rates being driven by customer interactions with our online customer service team via Vee24’s live video chat solution, and this is a great result for Goldsmiths,” concluded Mark Buckingham.
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