Live video assistance provider, Vee24, has announced
that specialist bathroom retailer, bathstore, is using the Vee24 live
video solution to provide online customer service to its customers.
bathstore’s online customers are now greeted on the bathstore.com
website by a live video assistant who can help them select products,
offer advice, book a design consultation and assist them through the
checkout process. The live assistance service, Live Help, is available
seven days per week from 9am to 10pm.
bathstore
prides itself on its commitment to customer service across all areas of
the business and wanted to offer online customers the same excellent
service that they would receive in store. “We know that the majority of
our customers will start their research online, so it makes perfect
sense to meet these customers on the website,” explains Clare Bayliss,
CMO, bathstore. “We’ve seen fantastic results from the day we went live
with the service – our customers love it and it’s become a great service
differentiator for bathstore.”
Training
and installation was completed within three weeks and the service has
been up and running since August 2015. Early results have exceeded
expectations including:
- Video-assisted conversion rates are 12x higher than sales from unassisted shopping sessions
- The average basket order value following an assisted online shopping session is 20per cent higher than an unassisted session
- Net Promoter Scores average 89 (a score above 60 would be considered excellent)
- Revenue targets via assisted sessions are 90 per cent higher than originally forecast
Live Help is available across all product pages, and pages for brochure requests and design consultation services.
“Purchasing
a new bathroom is a considered decision for customers and it’s often
good to talk through options, weigh up different products and seek some
reassurance, which is typically difficult to do on a website. Live Help
is a great way to meet a customer when they are browsing, in pretty much
the same way you’d greet them in store. Early results are excellent and
we’re delighted to see bathstore customers embracing the new service,”
comments Phil Adams, Client Success Director at Vee24.
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