Phone House Sweden, part of the Carphone Warehouse Group, has chosen Netop Live Guide, an online live chat technology platform. The phone retailer belives Netop will help them to improve service levels and provide a more personalised customer experience.

Customers visiting the www.phonehouse.se website can click on the live chat option to engage directly and in real-time with Phone House customer service agents. Using live chat, Phone House customers can ask about: the latest mobile phones; options for upgrading their existing phones; changes to their current plan; or assist in technical support without wasting valuable time ‘sitting’ on hold on the phone or waiting for a response to an email.

Since the deployment of Live Guide Phone House has seen chat inquiries rise by more than 200 per cent each month. And Phone House has streamlined the efficiently of its own sales and customer processes, helping to improve overall profitability.

Jonny Malmlöf, head of PR, Phone House Sweden, says: “Deploying Netop Live Guide allows us to quickly evolve the level of service we provide our customers. The feedback from staff and customers alike has been very positive. Over 1,000 people have taken advantage of the service in just three months – underlining how effective the service is as a communication channel. Moving forward, the service will help us inspire brand loyalty, reduce costs and improve the way we interact with our customers.”

Kurt Bager, CEO of Netop, said: “The need for online chat is clear - studies show that 77 per cent of online shoppers would like to make contact with a real person before making a purchase and over half say that lack of interaction has caused them not to purchase. The mobile phone sector has the added pressure of having to keep up to date with an ever-changing market - meaning customers require technical advice before they make a purchase. This makes live chat a perfect tool to deliver a quick and accurate service.”

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