Target and Toys R Us posted overall sales declines during the holidays.
Customers visiting the Accurist website are now offered the chance to chat live with a customer service agent regarding sales, post-purchase support or information on the latest products.
London, UK – March 6th 2012 - Accurist, manufacturers of premium-quality British watches for over 65 years, has chosen Netop Live Guide, a live chat technology platform, to better engage with consumers visiting its online store. The move will help sustain the leading reputation of one of the UK’s most recognisable brands.
Customers visiting the Accurist website are now offered the chance to chat live with a customer service agent regarding sales, post-purchase support or information on the latest products. Using the service, Accurist now handles around 100 chats per week, saving time for customers that would otherwise be spent waiting in telephone queues.
As Live Guide allows Accurist to establish a more personalised customer connection, visitors to its site can get what they want more quickly and easily. Additionally, the chat service gives staff the ability to conduct dialogue with multiple customers at the same time. This has helped the watch manufacturer streamline the efficiently of its own sales and customer processes, leading to improved overall profitability.
Neil Humphries, IT/Web Marketing Manager at Accurist, said: “Live chat has become a great way for us to answer customer queries and provide technical support. We initially installed Live Guide on a pilot test basis - it has now become a key part of our customer relations strategy. Although functioning today as primarily a sales advisory channel, the response to live chat has been so strong that we are looking to develop it as an independent sales channel. Once rolled out, we expect to increase online sales reducing the need for more expensive telephone or email support.”
Kurt Bager, CEO of Netop, said: “Accurist is one of the UKs premium brands and one we are proud to be supporting. Its customers expect a high level of quality in both its products and its customer communications. Establishing live, real-time dialogue online introduces an unprecedented level of interaction to customers, and provides another tool to help the business stay ahead in a very competitive market. Studies show that 77% of online shoppers would like to make contact with a real person before making a purchase. In my opinion when buying luxury products this contact is even more important.”
Netop Live Guide is a complete, two-way live chat solution that is easy to use and efficient to operate. Popular features such as prepared responses and workflow routing enable operators to handle multiple customer inquiries simultaneously. Customer intelligence features and detailed chat logging help staff provide excellent service to website visitors. At the same time, advanced analytics enable deeper insight into customer behaviour and detailed reporting capabilities make it easy to measure call resolution and customer satisfaction.
Netop Live Guide is available now from £52 per month, per operator, while Live Guide Basic starts at £23 per month. Live Guide customers secure between 15-40% more sales and experience ROI within three to six months. Delivered as a software-as-a-service solution, there is nothing to download or install. Using prepared responses and example chat buttons, a company can have live chat up and running on its website in less than an hour. Free trials are available online at http://www.netop.com/live-guide.