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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 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."

 

At today's symposium of European Call Centers in Dusseldorf. Nigel Thomas, Sales Director of vee24 commented on the next step for e-business, "Vee-business is the future for Internet retailing. At vee24, we are predicting that some form of live human customer services will be available on 25% of the world's retail websites by 2014."

"Website customer conversion ratios are 7 times lower than conventional retail shops, and much of this anomaly is down to the fact that very often the customer needs to ask a question about their purchase with no-one there to provide an answer. On average, 4 out of every 5 shopping carts are abandoned - having someone available to assist customers' at this crucial stage could radically reduce the amount of lost sales."

"Recent models show that with vee-assistance, typical online sales could be increased by anywhere between 25-200% with an ROI in the region of 400%. Vee-business is big business."

Referring to the impact that vee-business could have on a company's website conversion rates, Thomas indicated, "With an organization such as Amazon, the browser to buyer conversion ratio is amongst the best in the world in the region of 18%, but even here, if you reverse it and say that 82 people in every 100 don't make a purchase - then just converting 1 additional sale from every 82 'none buyers' would equate to over 5% increase in sales. In the case of Amazon this would amount to over $1 billion in additional annual turnover."

Vee24's systems are now fully operational in the German market and discussions are currently underway with a number of organisations on joint collaboration.

 

Vee24 the world's leading authority in video engaging enterprise today announces the appointment of Nigel Thomas to the position of Sales Director, Europe. In his role, Thomas will be responsible for the development of key vertical markets and strategic partner collaborations across Europe.

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

"I am delighted to be adding Nigel's experience to our senior management team. We have ambitious plans to accelerate the take up of vee-systems across Europe and the Far East and Nigel will play a key part in helping us to lay down the foundations for our global business development."

"Vee24 is the future for Internet retailing and we will soon be announcing further appointments to support the high levels of interest in our systems and services"

Thomas, who is 45 and married with 2 daughters, will be based in vee24's UK head office.