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Heels.com firmly believe that the live video chat technology provided by vee24 is a good investment. Users who chat with agents via video conference are staying on the footwear retailer's site nearly 500% longer than those who don't, says Eric McCoy, founder and CEO of Heels.com.

The system invites consumers to interact with a live shopping assistant. If the customer agrees, the site launches a live video link to the representative. The assistant can then connect and chat with the shopper, show a variety of shoes, walk them through the site and even help them through the checkout process if they choose.

McCoy has been closely monitoring the results using Google Analytics and is impressed with what he's seen so far.

During the period March 28th to April 15th, the numbers speak for themselves'

Average time on site was 490.80% higher for video chat users
Number of pages visited was 324.94% higher
Conversion increased 661.80%
Average order value increased 32.23%
Per-visit value increased 907.34%

McCoy comments;

"It may be swayed a little because the customers that are wanting to engage with us are no longer in browse mode, but I really don't know how else to measure the success other than comparing the data of the customers using our video chat versus the ones that aren't"

He adds that as Heels.com chat agents become more experienced, the numbers are improving even more.

Click here to read more at internetretailer.com

Commenting on the appointment, Andy Henshaw, CEO of vee24 said:

"Its great to have Russell on board at this exciting time."

"Since the launch of vee24 only a few months ago, we have received numerous enquiries from companies and organisations who are extremely keen to find new ways to increase customer retention and improve the level of service that their websites currently offer."

"With the appointment of Russell, we're now confident that we'll be able to respond to these requests and develop the many exciting opportunities which are arising on a daily basis."

Russell joined vee24 from We7.com, an innovative company which provides real-time, popular music streaming to over 500,000 website visitors per day. He held the position of VP of Strategic Partnerships, a position which gave him responsibility for developing new advertising and revenue opportunities.

Prior to this, Russell worked for SurfControl plc, a software security company, where he held the position of Global VP of Customer Advocacy, managing key major clients, along with internal change management, to maximize profit and customer acquisition and retention.

Russell has also held the position of Global VP of CyberPatrol, where he was instrumental in the setting up and management of CyberPatrol, a parental control software solution to help protect children's information flow over the Internet.

Russell started his career with Diageo, where he held various sales and marketing roles for 16 years, prior to moving into the IT software sector.

He now lives in Cheshire, UK with his wife and young daughter. Russell will be based in vee24's UK Head Office.

 

It is a widely accepted fact that website conversion ratios are seven times lower than conventional retail shops and the reason for this is often quite simple; If a customer needs help or advice and they can't get it, they'll just leave the shop! - or in the case of on-line shoppers, they'll leave the website.

Recent trials have proven that vee-assistance (where a customer can actually talk to an on-line assistant face-to-face) can increase conversion ratios from anywhere between 25 - 200%.

This opportunity for potential growth and increased conversion ratios has attracted many sales and marketing professionals who are now taking a closer look at vee24 technology with a view to introducing vee24 solutions to their companies and clients.

Andy Henshaw, CEO of vee24 comments;

"We've already set up a succesful partnership in Germany which has led to our incredible success with Lexus and we're currently in negotiation with a major U.S. company with a view to developing our operation into North America. However, these are early days and the World is big place and there are still plenty of opportunities to explore!"

"We recognise that partners will definitely play an important part in the growth of vee24 but it must be the right partnership for it to work successfully for both of us."

"vee24 presents a fantastic opportunity for the future of on-line sales and service and for businesses associated with internet retailing, so we'd like to encourage anyone who shares our vision to get in touch."

Companies or inviduals interested in exploring vee24 partner opportunities should click here to view our partner opportunities page and then contact;

Sarah Boddy - Controller, Group Operations

vee003@vee24.com

 

PACE - an acronym for Pro Active Customer Engagement - is the name given to the latest Lexus innovation which is being driven by vee24 technology.

Recognising the need to proactively engage with their website visitors, Lexus has recently installed a suite of several veedesks into their PACE Centre in Germany. It is from here that a team of highly trained Lexus Customer Service Personnel can discuss face-to-face with potential customers anything from arranging test drives to new car requirements.

Since 'going live' in November the feedback from both customers and staff has been exceptional, with 100% of all customers surveyed being entirely postive with the opportunity that vee24 provided. Here's just a few of the customer comments left on the Post-Engagement Feedback Forum…

"Excelllent idea, the implementation - class! - Respect! - Improvement not really possible… 5 Stars"

"This service is top class, big compliments, innovative."

"Super service, this is what I call customer service."

"Wonderful idea! And available on a Sunday too. That's the difference between Lexus and the competition."

It seems that Lexus customers are pleased, but what about the veedesk operators?

Feedback from operators at the PACE Centre also suggests that using the veedesk is a big hit with them too. Operators are reporting that the comfortable, clean lines of the veedesk makes them 'feel special' when talking to customers. They know that they are the 'first face' of Lexus and realise the importance of their position.

"We are not just a voice, we are 'the face' and this is great!"

"I think the biggest difference between working at PACE as opposed to a call centre is that on veedesk, the customer really gets to meet you" and when you offer help in the form of a professional looking individual, you gain respect and the customer values our advice"

News of vee24's success with Lexus is also quickly spreading across Germany with many enquiries being received from business people who have experienced PACE on the Lexus website and are now looking to offer vee24 solutions to their customers.

Vee24, the world's leading authority of video engaging enterprise today announces the launch of veedesk, a system that is set to fundamentally change the way in which customers shop online. Customers browsing websites will, for the first time, be able to both see and talk to a customer service assistant in real-time, to ask questions, discuss products, and request help with form filling and the checkout process. A 'vee-assistant' can be available 24/7 and can offer the same kind of personal service found on the high street, but from the convenience of a website.

Standing out from the crowd on the internet is becoming more of a challenge for all industry sectors, with an increasing number of brands in every sector competing for customers online. Research indicates that significant numbers of internet users want help from a real person before buying certain things online with many customers frustrated by the lack of customer service.

Commenting on the launch of the veedesk, Andy Henshaw, CEO, of vee24 says:

"Today, many websites are struggling to live up to customers' high expectations. Online businesses who fail to make the most of their e-commerce offering are losing billions of pounds in sales every year. Can you imagine a store on the high street with no staff to serve customers? That's exactly what we have online - slick websites but nobody to help if you have a question or encounter a problem. There would be chaos too if 80% of shoppers abandoned the shopping trolleys at the checkout of their local supermarket, yet this is exactly what's happening online.

Retailers and other online businesses now need a strategy to outperform competitors in the area of online customer service if they are to win a larger slice of the customers spend. People like to buy from people and vee-business can now bring this important functionality to the internet.

Vee24 technology is already being employed by Lexus Germany and I believe that very soon we'll all come to expect the service of a personal online assistant - vee-business rather than just e-business."