Twitter
Facebook
Linked In
RSS
Login or Register
New to InternetRetailing?
Register Now
Internet Retailing
You are in: > Home > Themes > Product

This is your 1 complimentary article for this month

Become a member for unlimited and immediate access.


Register
Already a member? Log in here

Accurist to roll out live chat as a sales channel

Linked InTwitterFacebookeCard
Accurist to roll out live chat as a sales channel
Accurist to roll out live chat as a sales channel

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.”

Linked InTwitterFacebookeCard
Add New Comment
LoginRegister

Become a Member

Create your own public-facing profile
Gain access to all Top500 research
Personalise your experience on IR.net
Internet Retailing
We are the magazine, portal and research source for European ecommerce and multichannel retail, hosting the board-level conversation for retailers, pureplays and brands across all of our platforms. Join the conversation.

© InternetRetailing Media

Latest Tweet

Internet Retailing
Tamebay
eDelivery
Twitter
Facebook
Linked In
Youtube
RSS
RSS
Youtube
Google
Linked In
Facebook
Twitter