Lingerie retailer figleaves.com says it has seen conversion rates rise by 50% after introducing customer support that allows shoppers to chat to service agents as they shop.
Using the new chat channel, part of the RightNow Web Experience suite, customers can ask questions of agents at any point during the transaction. It was launched on the figleaves website in May and the retailer reports that questions range from stock enquiries and difficulties putting in a discount code to finding the right bottoms to match a tankini.
Sarah Arnold, figleaves’ customer service manager, said the new service meant customers were less likely to abandon their baskets and took frustration out of the purchase process. She said: “If customers have a question, RightNow’s chat tool provides immediate assistance so customers don’t hage to navigate away from where they are on the website to find information, make a call or send an email. This level of support makes for a smoother shopping journey and a better overall customer experience.”
The software also powers a customer support page with answers to popular questions. That includes RightNow Smart Assist, which automatically presents answer suggestions to customers who can’t find the answer on the site.
Arnold adds: “Our customer service agents are experts and true personal shoppers with a deep knowledge of all the products we offer. We aim to give customers a premium service, with comprehensive product and fitting advice. With RightNow’s support figleaves.com has been able to differentiate from other retailers by offering a more personal customer experience. ”