17/11/2010
By Scott Thompson
figleaves.com has introduced a new channel that allows customers to engage in real-time with service agents as they shop on the retailer’s website. The new chat application from RightNow has resulted in a 50 per cent purchase conversion rate among shoppers who chatted with an agent at the checkout stage and then went on to make an immediate purchase.
The chat channel, part of the RightNow Web Experience suite, is available on every product page and at the basket stage. “It is an extremely exciting facility, in particular it reduces basket abandonment rate and is less frustrating for customers who have stopped, for whatever reason, at the point of purchase. If customers have a question, RightNow’s chat tool provides immediate assistance so customers don’t have 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,” says Sarah Arnold, customer service manager.
“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,” she adds.
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