Watch manufacturer, Accurist, has chosen Netop Live Guide platform to better engage with consumers visiting its online store. The live chat technology will offer customers 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.

Neil Humphries, IT web marketing manager at Accurist, says: “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, says: “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."

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