- 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.Essential Retail: Jewellery retailer Goldsmiths deploys live video chat online
- 36.A1 Retail: Buyers Guide – The Future of Retail
- 37.Gemporia selects Vee24 live video chat solution to offer online customers a more personalised service
- 38.Gemporia selects Vee24 live video chat solution to offer online customers a more personalised service
- 39.Retail Week Awards: Two wins for Vee24
- 40.Replicate Luxury Retail Experiences Online with Live Video Chat
- 41.Why Online Customer Service Should Replicate Brick-and-Mortar
- 42.Retailers, Learn How to Succeed with Live Engagement
- 43.How to Convert Your Mobile Traffic Into Actual Purchases
- 44.Yahoo Finance – Aurum Holdings offers online video concierge service powered by Vee24 at Watches of Switzerland and Goldsmiths
- 45.Markets Insider – Aurum Holdings offers online video concierge service powered by Vee24 at Watches of Switzerland and Goldsmiths
- 46.Watches of Switzerland (formerly Aurum Holdings) and Goldsmiths offers online video concierge service powered by Vee24
- 47.Jewellery Focus – Aurum Holdings offers online concierge service
- 48.Part I – 10 Ways Retailers Should Be Getting Ready for Holiday Shopping Season with Live Video Engagement
- 49.Part II – 10 Ways Retailers Should Be Getting Ready for Holiday Shopping Season with Live Video Engagement
- 50.DigitalCommerce360 – Three ways online retailers can improve customer experience
- 51.Internet Retailing – GUEST COMMENT Will AI mean the end for contact centres or simply lead to higher levels of customer care?
- 52.Real World Insights with bathstore for Retail Live Engagement
- 53.Why Retailers Should Be Gifting Customers with Live Engagement this Holiday Shopping Season
- 54.Retail Gazette Quotes Ceo of Vee24 in ‘The rise of automation: Should retailers be worried?’
- 55.Give Your Customers the Gift of Live Engagement This Christmas published in The Magazine for Customer Service Managers & Professionals
- 56.Baukjen eStylist Studio Video
- 57.bathstore Meets Customers Online with Live Video Chat
- 58.Mattress Firm Creates Sweet Dreams with Digital Assisted Selling
- 59.DFS –Sofa Retailer Offers Real-time Live Video Assistance to Online Shoppers
- 60.Take a look behind the scenes at the DFS Contact Centre to see Live Video Chat in operation
- 61.L’Oreal SkinCeuticals Video
- 62.Schuh Live Help Presentation
- 63.How Amazon Raised the Bar for Customer Experience and You Can Too
- 64.How Live Video Assistance Brings In-store Experience and Results to your Ecommerce Channel
- 65.How to Keep Your Business Flourishing Past the Holiday Shopping Season with a Live Chat Platform
- 66.Flooringsupplies.co.uk steps up customer service with Vee24’s Live Engagement Platform
- 67.Schuh Uses Live Video Help to Bring In-store Conversion Rates to its Ecommerce Channel
A customer walks into The Gap and she is greeted by an associate at the front of the store. It’s such standard practice that she hardly notices – perhaps casting back a casual “hi” before continuing on. She roams around the store—seeing if any new arrivals pique her interest, checking what’s on the sale rack—before finally making her way to the denim wall.
She follows the signage and labels to locate the pair of jeans that brought her into the store. Before long though, she’s feeling overwhelmed and ready to give up because she can’t find them. But then she remembers the associate at the front of the store who greeted her. She rightly predicts he will still be stationed at the front of the store – likely folding a sagging pile of t-shirts – ready to give her a hand. Using his headset, he’s quickly able to track down the vintage-tattered, mid-blue-wash jean in her size and she leaves the store triumphant.
A different customer walks into a Chevy showroom. While watching football games on Sundays he has been inundated with truck commercials. He is in the market for a new pickup so he did some additional research on the Silverado. He was intrigued by their claim that their steel-bodied truck bed was superior to the competitor’s aluminum version. While the evidence in the commercials is compelling, he wanted to see it in person. He has been an F-150 devotee since his first truck and he’s not sure if he’s ready to make the switch.
He walks around the parking lot checking out the array of pristine late model trucks. He is able to look at the truck beds, but he’d like to ask a dealer some questions he couldn’t find on their online FAQs. And he drove to the dealership to open the tailgate to really inspect the silver bed. After waiting 20 minutes for someone to offer help, he hops back into his Ford and leaves the lot.
In a brick-and-mortar experience, customers are accustomed to having a helping hand at their disposal. So why don’t we offer that same experience online?
While a growing number of websites now offer this level of engagement, many lag behind. Having engaged with countless companies on their questions about supporting live video chat, here is a sampling of concerns we have heard:
Do online customers really want to engage with a live person? If they want this level of help, wouldn’t they just go to a physical location?
For many customers, going online is just a matter of convenience and less about avoiding human interaction. Gartner notes that as recently as 2014 “nearly 60 percent of customer service interactions required the intervention of a human support agent”. While ever-enhanced automation and AI may eliminate some dependencies moving forward, customers are not shying away from human support. Since customer satisfaction is critical to a company’s survival and differentiation, many are investing in real-time engagement like never before. In the same report, Gartner stressed that 1 out of 5 of the largest global businesses will offer video-based chat by 2018 – supporting the growing need to deliver excellent customer experience as a competitive differentiator.
What if my staff isn’t comfortable supporting live video chat?
A live video chat agent needs to convey your brand in the same way on-site personnel do. For example, Best Buy has had tremendous success with their Geek Squad offering because staff are able to understand and troubleshoot technology issues and are empowered to solve them. Customers know they can get very technical with a Geek Squad staffer because they have been hired for their “geeky” expertise. Similarly, you should consider what common problems website visitors may bring to your agents, the experience your visitors would expect from the agent, and staff accordingly.
Just like you wouldn’t roll out a promotion without educating your staff on its nuances, there is a process for getting your staff trained and comfortable on live video chat. As pioneers in the real-time customer engagement space, Vee24 consultants are informed by years of hands-on project experience and ongoing client relationships. Our live engagement best practices are shared with agents during implementation. Agents are given opportunities to ask questions to make them comfortable with the technology, the process, and the overall objective of live video chat.
We provide too many products or services for one agent to be able to answer everything? How do we handle that?
The main reason for offering live video assistance is for customer satisfaction. If your agent is able to quickly solve an inquiry, or find a path to resolution, you will have a happy customer. During the Vee24 implementation, we hold workshops that cover your specific business scenarios to understand the best resources to solve them. Based on this discovery, our technology is configured to maximize call routing to the best available resource – wherever they are located. Due to this “find the right resource” routing, our customers see NPS scores for assisted engagements averaging 90.
I’m intrigued by live video assistance, but I’m not sure everything I should consider?
As with all new technologies, it is smart to consider all angles. Whether it’s the customer experience, the technology needs, or vendor capabilities, you don’t know what you don’t know! To help you avoid feeling overwhelmed, we have developed a Live Video Assistance Vendor Checklist. Use it to compare features across all vendors as you move through your consideration process.
If you’re interesting in learning more about Vee24’s capabilities and to understand how you can bring your offline experience online, please reach out or initiate a live chat engagement with us right now. We’d be happy to discuss your unique concerns and set up a demonstration of Vee24 in action.