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Goldsmiths wanted its customers’ online experience to match the personal experience they would receive in one of its showrooms. The service started with text-based chat and then progressed into live video chat, allowing the Goldsmiths customer service team to talk directly to the customers from the website, build a strong rapport and serve the customer face to face.
“We saw immediately that the Vee24 solution was future proof and other providers were not able to offer the same high level of functionality for video chat and website co-browsing,” said Mark Buckingham, Head of eCommerce, Goldsmiths. “We wanted to offer our online visitors a ground-breaking customer experience via a state-of-the-art platform and Vee24’s co-browsing solution, combined with video chat, offers the immersive experience that meets the high standards we have set for customer experience,” added Ben Aelberry, Customer and Store Support Manager, Goldsmiths.
“We are delighted to see Goldsmiths’ customers embrace our live video chat solution,” commented Phil Adams, Client Success Director, Vee24. “Luxury goods are a significant purchase and it is great that Goldsmiths’ customers now have the option to weigh up different products and seek some advice prior to making an online purchase,” added Adams.
The solution, which took only two months to implement from start to go-live, has many benefits, including:
- ROI has been very positive showing an increase in conversion rates and average order value from customers who have engaged with online support assistants
- Customers are in complete control and can choose to interact in a number of ways – from standard text chat using a keyboard, through to one way video, where only the consultant can be seen, to two-way video where both parties can see each other
- Staff find it very intuitive and easy to use
- Reporting is easy to extract and digest
“We are seeing an increase in average order value and conversion rates being driven by customer interactions with our online customer service team via Vee24’s live video chat solution, and this is a great result for Goldsmiths,” concluded Mark Buckingham.
Goldsmiths is a business with more than 230 years of tradition and experience. Our first showroom opened in Newcastle in 1778, and it’s still trading today on the very same site.
There have been many notable achievements for Goldsmiths. We were the jewellers who made the Rugby League Trophy, and we were the UK’s first appointed stockist of Rolex watches.
Today, Goldsmiths is the largest quality jeweller in the UK with showrooms in every major town and city from Aberdeen to Torquay, as well as five in Northern Ireland. We also operate the largest distribution network for Rolex, Cartier, Omega, Gucci and many other reputable watch brands.
Even though we’re bigger, we still put our customers first and have the finest selection of diamond jewellery, jewellery brands and fashion and prestige watches in our showrooms. Leading brands include Rolex, Omega, TAG Heuer, Breitling and Canadian Ice.
Vee24 is the live video assistance solution trusted by the world’s leading consumer-facing brands. Featuring voice, video, text and co-browsing for web-, app- and kiosk-based customer engagements, Vee24 is the most broadly and successfully deployed solution proven to advance the customer experience and dramatically increase ecommerce sales. Customers include Audi, DFS, Isabella Oliver, Jaguar Land Rover, Mattress Firm, Regus, Schuh and Vodafone. The company is headquartered in Cambridge, Mass., with European operations in Manchester, England.
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