Schuh delivers over £1m in online sales through live video help

Leading UK footwear retailer Schuh announced today that it has achieved more than £1m in online sales from customers using Vee24’s live video help platform.

Schuh began serving their customers on the Schuh website with next-generation live video help in October 2011 with the goal of providing the best possible online shopping experience to its customers. Over the past two years, the service has helped Schuh achieve new levels of customer satisfaction, while also helping the company continue to raise the bar on its ecommerce performance. Using the Vee24 service, Schuh has achieved a direct impact on key ecommerce metrics, with conversion rate and average order value reaching record levels.

With live help, customers can engage directly with Schuh representatives through live voice, video, text, as well as co-browsing. Schuh agents can navigate around the site with customers to help them find the right product, show them web pages or any type of rich media and help them fill out forms to complete their order.

Sean McKee, Schuh’s Director of Ecommerce and Customer Services, said: “Two-thirds of our customers visit our website, whether to purchase products, do some research before visiting a store, or for help with an existing order.

“Our live help service lets us deliver the same great service on the Schuh website that we provide in our stores. The result is that 47% of all customer engagements with our call centre are now live help sessions.”

McKee further noted, “On top of that, 94% of live help customers are rating the Vee24 service as “good” to “brilliant” and we’re achieving conversion rates that equate with those of our bricks and mortar locations.”

James Keller, CEO of Vee24, said “Delivering £1 million in sales through our live help platform is a terrific milestone. We couldn’t ask for a better partner. Schuh is a fantastic innovator and it has been exciting to work with the company in pioneering the next phase of online customer engagement.”