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9th March 2016 – Live video assistance provider Vee24 today announced that UK jeweller Gemporia is now using Vee24 to offer live video assistance to customers shopping on the Gemporia website. Online shoppers can now interact with the Gemporia customer service team using live video enabling the customer to see the consultant on the screen, ask questions, seek advice and co-browse the website for specific products. The live video chat service is available 24/7 and supports customers in both the UK and the US markets.
Selling jewellery online can be challenging. It is often much easier to sell to customers in store, where they can speak directly to the sales staff and see the products close up.
Gemporia wanted the online customer experience to match the personal experience that customers would receive in store.
Branded as ‘Personal Shopper’, live video chat is offered to customers when they start to browse the Gemporia website. Customers who need assistance can respond to a ‘nudge’ from the Gemporia team that encourages them to select the ‘Personal Shopper’ option.
Gemporia has seen many benefits since starting the Personal Shopper service including:
High Net Promoter Scores (NPS) currently between 85 and 90
High conversion rates of 16% (16% of browsers go on to purchase a product)
Up sell opportunities – a personal, one to one service allows the agent to direct customers to additional products which are not shown online to meet customer requirements.
“Live video chat is a unique way to offer a more personalised and dedicated online customer service. Our customers are at the forefront of everything we do and we need to ensure we provide the best possible service,” said Steve Bennett, CEO, Gemporia.
“Customers ask for advice about gemstone clarity, colour grading and gemstone origins, we not only educate our customers on these but it’s always important for us that we personalise their experience by allowing them to speak to a product specialist, someone who can service them with accuracy and knowledge,” added Bennett. “Vee 24 is a perfect fit for our customers and it’s great to work alongside a company where customer service is as important as it is to us,” concluded Bennett.
“We are thrilled to see Gemporia’s customers embrace live video chat,” commented Phil Adams, Client Success Director, Vee24. “Choosing jewellery can be a very considered decision and customers often have questions they’d like to ask before making a purchase. Live video chat is perfect for situations where a customer would like to ask for more information or expert advice.”
Face to face customer interaction has led to great customer feedback. Here is a selection of customer comments received after Live Video Chat interactions:
“He was so professional, efficient and knowledgeable, a credit to Gemporia.”
“She was a delightful person who was very helpful. Thank you Gemporia for having great customer service.”
“She gave me great advice and found me the perfect stone and the perfect gift, thank you Gemporia for such a great service, five stars times two.”
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.
Gemporia.com offers the world’s largest selection of ethically sourced genuine gemstone jewellery, produced in limited runs to ensure sustainability and exclusivity. The unrivalled quality and honest pricing of each piece ensures that every day is luxurious. From exquisitely cut and perfectly set diamonds, to the rarest of gemstones. Gemporia.com’s jewellery is authentic, lasting and meaningful.
Daniela Ciceri, JD Marketing. firstname.lastname@example.org
Jacqui Freeman. email@example.com