Around 100 visitors a week to watch manufacturer Accurist’s website are now opting to chat live to an online customer service agent. The brand started by piloting the service but now plans to roll it out as an independent sales channel that it believes will help boost its online sales.
The conversations, on issues from sales to post-purchase support, take place using two-way live chat solution Netop Live Guide via a box that pops up during a visit to the website. The service, says Accurist, help customers to get swift access to the information they need in order to make a purchase.
Neil Humphries, IT and 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, chief executive 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.”