I am a firm believer in the saying “everything happens for a reason”.
Digital transformation has been a part of the conversation in businesses for many years now, but for many it has always been put on the back burner. Excuses like “there are other more pressing issues”, “it is too complex of a problem” or “it’s just not in our budget right now” have been used over and over again, leaving some companies TOTALLY unprepared for the current state of carrying on with business.
Whether we like it or not, some things that have become new necessities during the outbreak of COVID-19 will become a way of life in the future. This is where my favorite saying becomes fitting. The conversation of digital transformation has finally been forced to the forefront of all businesses. The time is NOW, and waiting for no one.
Nor is it waiting for companies and businesses to put their own bandaids over technology problems to temporarily help their customers. Vee24 is full of experts, who have spent severaL years perfecting the idea, mission, and Intelligent Conversational Experience platform to help any and all clients that are ready to dive in and begin their version of digital transformation.
The Watches of Switzerland Group (WOSG) dove into this idea with Vee24 in 2015. They started with Vee24’s VeeChat and VeeStudio offerings for live engagement. Most recently they added more modules to staff for the influx of shopping from home because of the COVID-19 pandemic. Return on investment became 13 times what they put into it, while average order value, sales, and customer satisfaction all increased exponentially in a matter of months. WOSG had its best month in May for online orders of the past 12 months. Surpassing the traditional holiday season. The solution provides WOSG with the ability to provide a V.I.P. level of service that is groundbreaking in digital retail, making them stand out against the competition in this online world.
The use of Vee24’s platform for WOSG resulted in a 54% increase in AOV when an online customer was assisted by live engagement, and a 3.5x increase in conversion rates on luxury items versus self-service transactions. With such high profile and luxury products, customers want a journey with more help and digital hand holding to ensure the large investment is fit for them specifically. Vee24 brought a concierge level experience to the online shopping journey.
Ben Aelberry, the Customer and Store Support Manager at Goldsmiths (a portfolio company of WOSG), stated that they “wanted to offer 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.” Not only were they given the opportunity to give customers a VIP experience now, but they also gave customers the ability to browse and purchase these watches in the comfort of their own homes.
In 2015, this solution was somewhat new in the retail industry. Now, it is absolutely necessary. Customers looking to buy expensive watches and pieces of jewelry or any high priced ticket items, simply must be treated with more time, appreciation, and support.
A band aid fix will not work this time, nor will the excuses of needing more time. The problem has arisen, it’s not going away, and the product to help is right in front of you: the time is NOW! Why wait?