Live Online Assistants to bring Face-to Face Customer Service to Websites

Veedesk brings face-to-face customer service to websites

10th November 2009. Vee24 today launches the veedesk, a system that is set to revolutionise the way in which retailers interact with their online customers. Using broadcast-quality equipment, the veedesk allows retailers to talk to customers, using real-time live video, whilst they are browsing online. A ‘vee-assistant’ can be available 24/7 to help online customers with questions about products and services, compare a range of items and guide them through the checkout process. Online visitors will experience all the benefits of an in-store assistant, delivered through the convenience of a website.

Standing out from the crowd on the internet is becoming more of a challenge for retailers, with an increasing number of high-street brands competing for customers online. Retailers need to become more creative about online customer service to ensure that customers are buying products from their site as opposed to switching to competitor sites. Many factors will drive a customer to a website. The challenge for retailers now is in getting them to take action whilst they are there. Veedesk will now allow them to replicate more of the high street experience online.

A veedesk assistant can deliver the following benefits to both businesses and customers:

• Increase website conversion rates by talking with customers face-to-face whilst they are browsing online. This will help to build relationships, and provide customers with the reassurance to buy.

• Increase average order values by presenting product information, helping the customer to browse options and presenting the various products and purchasing options. This also brings the opportunity to offer additional items such as finance, warranty and accessories.

• Reduce form abandonment by helping customers with form completion and payment. With veedesk, the assistant is able to fast-track the customer through the checkout process where required.

• Retain customers by building long-term relationships online and offering personal contacts and giving an identity to the website and brand. The customer is given confidence that there is someone who they can contact if they have a problem. This will help to foster virtual relationships with the vee-assistant leading to the very highest possible levels of customer service and satisfaction.

Vee-business technology, which drives the veedesk, will deliver a level of customer service never previously experienced on the web, in any industry sector. As more and more people research products and services online, it’s the next logical step for retailers to meet and engage with their potential customers and to offer them the same level of personal service they would receive in a conventional retail store.

Commenting on the launch of the veedesk, Andy Henshaw, CEO, vee24 says:

“Today, many websites are struggling to live up to customers’ high expectations. Online businesses that fail to make the most of their e-commerce offering are losing billions of pounds worth of sales every year. Can you imagine a store on the high street with no staff to serve customers? That’s exactly what we have online – slick websites but nobody to help if you have a question or encounter a problem. There would be chaos too if 80% of shoppers abandoned their shopping trolleys at the checkout of their local supermarket, yet this is exactly what’s happening online.

Retailers and other online businesses now need a strategy to outperform competitors in the area of online customer service if they are to win a larger slice of the customers spend. People like to buy from people and vee-business can now bring this important functionality to the internet.

Vee24 technology is already being employed by Lexus Germany and I believe that very soon we’ll all come to expect the service of a personal online assistant – vee-business rather than just e-business.”

Vee-business
Vee-business (video engaging enterprise) is the term used to describe the use of interactive video to provide real-time online customer service assistance.

Want to see the veedesk in action?

Click this link to see a short video of the veedesk in action: http://www.event5.co.uk/vee24

Interviews available – Andy Henshaw, CEO, vee24

To experience vee-business technology yourself, you can book an online interview with Andy Henshaw to be conducted either over the telephone or face-to-face via the veedesk at a time to suit you. Interviews can be arranged by calling Caroline Powell or Kathryn Reed on 020 8297 5388, or carolinep@jdmarketing.co.uk and kathrynr@jdmarketing.co.uk

About vee24
Established in 2006, vee24 is the leading exponent of vee-business technology which enables organisations to offer face-to-face customer service assistance from a website, via live video technology. Vee24 specialises in supplying vee-business systems and consultancy across all market sectors. Based in Manchester and with offices across Europe, the organisation has a team with a strong track record of over 40 years experience in developing and implementing ecommerce solutions. For more information visit www.vee24.com

About Andy Henshaw
Henshaw held a number of director positions before starting Portfolio Europe Ltd in 1993, which grew to become one of the world’s leading providers of automotive website design and intranet management. Portfolio was sold to Cox Enterprises (Manheim/Autotrader) in 1999 with Henshaw completing a five-year earn-out through to 2004. In 2005, Henshaw formed Rixen UK Ltd which provides internet consultancy and video engaging enterprise (vee) systems across various markets. Henshaw is married with two daughters.