- 1.L’Oreal launches teledermatology using Vee24 video technology
- 2.L’Oreal launches teledermatology using Vee24 video technology
- 3.Isabella Oliver expand eStylist to reach more customers
- 4.DFS expand live video chat alongside new website launch
- 5.Schuh delivers over £1m in online sales through live video help
- 6.Boston Business Journal: Two e-commerce software startups to watch
- 7.The fabric of retail is changing’; Marketing Week Article
- 8.‘The fabric of retail is changing’; Marketing Week Article
- 9.Destination CRM: Vee24 Launches for Mobile Apps
- 10.Website Magazine: ECommerce in 2024: 3 Future-Proof Retailers
- 11.Retail Online Interaction: Move Over, Siri: The New Breed of Mobile Holiday Helpers
- 12.eConsultancy: 10 Ways to Increase Customer Engagement in Ecommerce
- 13.5 ways to bring in-store best practices to your website
- 14.Retail TouchPoints: Mattress Firm Creates Sweet Dreams With Digital Assisted Selling
- 15.PSFK: Jewelry Company Incorporates Video Conferencing Technology into Customer Service
- 16.Upstart: BaubleBar’s SWAT team is killing it with video chat service
- 17.FierceRetail: On the Hot Seat: BaubleBar’s SWAT team
- 18.Retail TouchPoints: 13 Retailers Win 2014 Customer Engagement Awards
- 19.Destination CRM: Use Personalization to Convert Online Sales
- 20.DFS Retailer provides shoppers with a positive personal video chat – Contact Center Pipeline
- 21.Retail TouchPoints: BaubleBar Implements Video Customer Engagement
- 22.Loyalty 360: Omnichannel Consumer Experience: Integrating the Best of Digital and In-Store
- 23.Street Fight Magazine: 5 Tools for Mobile Customer Service
- 24.Retail TouchPoints: Getting Back To Customer Service Basics In A Digitally Connected Era
- 25.ROI: Tips for Bringing the Web In-Store
- 26.Talking Retail: Bringing the in-store experience to online shopping
- 27.As Mobile Devices become the Shoppers Channel of Choice, New Technologies Emerge to Provide Superior Customer Experience
- 28.Bravissimo customers value new online video chat service with live video assistance from Vee24
- 29.Vee24 named a finalist with customers Bravissimo and Schuh for the RetailWeek Customer Experience Awards
- 30.How Next-Generation Customer Experience Can Turn your Contact Center into a Profit Center
- 31.AM Online: Why an un-manned website is like a staff free showroom
- 32.bathstore selects Vee24 solution to offer Live Help – a live video assistance service for online customers
- 33.Retailers – What’s on your shopping list for 2016?
- 34.Goldsmiths selects Vee24’s live video chat solution to offer online customers a superior shopping experience
- 35.A1 Retail: Buyers Guide – The Future of Retail
- 36.Gemporia selects Vee24 live video chat solution to offer online customers a more personalised service
- 37.Gemporia selects Vee24 live video chat solution to offer online customers a more personalised service
- 38.Retail Week Awards: Two wins for Vee24
- 39.Replicate Luxury Retail Experiences Online with Live Video Chat
- 40.Why Online Customer Service Should Replicate Brick-and-Mortar
- 41.Retailers, Learn How to Succeed with Live Engagement
- 42.How to Convert Your Mobile Traffic Into Actual Purchases
- 43.Markets Insider – Aurum Holdings offers online video concierge service powered by Vee24 at Watches of Switzerland and Goldsmiths
- 44.Watches of Switzerland (formerly Aurum Holdings) and Goldsmiths offers online video concierge service powered by Vee24
- 45.Jewellery Focus – Aurum Holdings offers online concierge service
- 46.Part I – 10 Ways Retailers Should Be Getting Ready for Holiday Shopping Season with Live Video Engagement
- 47.Part II – 10 Ways Retailers Should Be Getting Ready for Holiday Shopping Season with Live Video Engagement
- 48.DigitalCommerce360 – Three ways online retailers can improve customer experience
- 49.Internet Retailing – GUEST COMMENT Will AI mean the end for contact centres or simply lead to higher levels of customer care?
- 50.Real World Insights with bathstore for Retail Live Engagement
- 51.Why Retailers Should Be Gifting Customers with Live Engagement this Holiday Shopping Season
- 52.Retail Gazette Quotes Ceo of Vee24 in ‘The rise of automation: Should retailers be worried?’
- 53.Give Your Customers the Gift of Live Engagement This Christmas published in The Magazine for Customer Service Managers & Professionals
- 54.Baukjen eStylist Studio Video
- 55.bathstore Meets Customers Online with Live Video Chat
- 56.Mattress Firm Creates Sweet Dreams with Digital Assisted Selling
- 57.DFS –Sofa Retailer Offers Real-time Live Video Assistance to Online Shoppers
- 58.Take a look behind the scenes at the DFS Contact Centre to see Live Video Chat in operation
- 59.L’Oreal SkinCeuticals Video
- 60.Live Help at Schuh
- 61.How Amazon Raised the Bar for Customer Experience and You Can Too
- 62.How Live Video Assistance Brings In-store Experience and Results to your Ecommerce Channel
- 63.Schuh Uses Live Video Help to Bring In-store Conversion Rates to its Ecommerce Channel
- 64.How to Keep Your Business Flourishing Past the Holiday Shopping Season with a Live Chat Platform
- 65.Flooringsupplies.co.uk steps up customer service with Vee24’s Live Engagement Platform
- 66.Mobile Shopping: The Biggest Ecommerce Trend Today
- 67.Vee24 Featured in Pro-Manchester’s Blog – Mobile Shopping: The Biggest Ecommerce Trend Today
- 68.Cut Your Sales Cycle in Half with Live Engagement
- 69.Watches of Switzerland Have Doubled Engagements with Happier Customers Using Video Chat
With 2016 around the corner, online retailers will be wondering where to prioritise spend in the New Year and how to sort the ‘must do’s’ from the ‘nice to have’.
Some things like omnichannel enhancements always make the list, with customers now expecting a consistent experience across all channels. Added to this, customers now expect to shop wherever and whenever they choose, so mobile will continue to dominate in 2016. And understanding and analysing Big Data will open up significant opportunities next year.
Another significant area for investment during 2016 is customer service. A customer’s perception of your brand starts the minute they walk into a store or open your website. First impressions can make or break a relationship and it’s no longer acceptable to offer a different level of service online to the one you offer in store. In fact, for your customers, ‘shopping online’ doesn’t really exist anymore. It’s simply ‘shopping’, and customers expect the same range, price and service whichever channel they choose. And with 40% of all online sales coming from mobile phones and tablets, there’s the added challenge of providing a consistent level of service across all devices.
It was no surprise that Forbes’ first item on its Top 10 2016 Marketing Trends’ was ‘Embrace the Customer Experience Model’.
Less automation. More people
In 2015 we’ve seen plenty of news about robots, automation and the rise of the machines –if we’re to believe the hype, we’ll soon be employing robots to read bedtime stories to our children. And according to a survey by researchers at Oxford University and Deloitte, about 35% of current jobs in the UK are at high risk of computerisation over the next 20 years. Customer service is a key occupation to fall to the robots it seems, with a 91% likelihood of automation according to the Deloitte survey.
We’re seeing quite the opposite in many areas of retail customer service. Online retailers have been offering Live Chat for many years now – real people answering customer service queries by text chat, not predictive automated messaging. And we’re now seeing a growing number of retailers offering even greater levels of personal service to online customers – Live Video Chat, being just one tool to enable a more personal level of service and a great first impression for customers visiting your site.
Live video chat means a real person on your website who can be seen by the customer and chat directly to them. It enables retailers to engage with customers online, receive feedback, and gain insight into needs and interests. A live video assistant can help the online shopper with product queries, show the customer around the website, help with the checkout process, and when relevant, can also hold products to the camera so they can be properly viewed.
Some retailers have taken live video chat to the next level .DFS for instance offers a design service where the live video assistant helps you decide on colour and décor based on the customer giving them a virtual tour of their home via webcam. Bravissimo is offering a bra-fitting service where customers can seek bra-fitting advice using the webcam to discuss correct fitting with the live assistant – a genuine in-store experience being offered to online customers from the comfort of their own home.
There are so many tips, tools and ideas to help us spend budget in 2016 and it can be hard to separate the gimmicks from the sound investments. But we should never overlook that the customer is in charge and that great customer service can make or break a relationship between a brand and its customers.
Video chat is already proving its value to retailers in terms of higher average order values, fewer abandoned baskets, higher conversions and exceptionally high customer service scores.
Meeting your customers in person, both in store and online will soon become the norm. Video Chat will soon be as omnipresent as text chat. Perhaps we should all worry less about the cost of the investment and more about the cost of doing nothing to improve online customer service in 2016.