- 1.BBC: Coming to a screen near you… The online adviser
- 2.Boston.com: British video chat startup Vee24 collects $5.5 million from Data Point Capital; will set up HQ in Boston
- 3.Internet Retailer: Customer service firm Vee24 raises $5.5 million
- 4.Venturefizz: Connect with web & mobile customers via live video, voice, text and co-browsing
- 5.Call Center Solution: Vee24 Democratizes the Amazon Mayday Button
- 6.Los Angeles Times: More companies adding video to personalize online customer service
- 7.Biz Report: Expert Advice – Use in-store techniques to sell online
- 8.1to1 Media: Can you see me now? How to Improve the Customer Experience with Video
- 9.The Next Best Thing in Online Banking: Live Video Chat
- 10.Digital Marketing Magazine: From Telephone to Smartphone: How Customer Service is Evolving
- 11.TMCnet: Vee24 Gives Mobile Browsers a New Voice, with Video
- 12.Unlocking Online Conversion
- 13.Direct Marketing News: The New Wave of Engagement Campaigns
- 14.Are you Prepared for the Live Video Revolution?
- 15.Flint Group Blog: Tips to do video well on social media
- 16.Vee24 Wins 2015 MITX Award – Best Tech Innovation in Shopping
- 17.Return Customer: What Millennials Expect from Online Customer Service
- 18.A Conversation with CEO Priya Iyer
- 19.5 Surprising Reasons Why You Need Video Chat
- 20.The Evolution of Live Customer Engagements
- 21.How to Proactively Use Live Customer Engagement for Lead Generation
- 22.MIT Sloan – AI CAN FORGE RICHER HUMAN-TO-HUMAN INTERACTIONS
- 23.Technical Challenges of a Fully Integrated Live Engagement Solution
- 24.3 Ways That Brands Can Leverage Live Engagement on Social Media
- 25.3 Steps to Improving Your Live Chat Customer Experience
- 26.Improving the Customer Experience with ChatBOTs
- 27.AI-Enabled Customer Experiences of the Future
- 28.Priya Iyer featured in Customer Service 2020 Report by Raconteur Media
- 29.Five Ways to Personalize Your Live Engagement Experience
- 30.Priya Iyer Awarded The SaaS Report’s Top Women Leaders in SaaS of 2018
- 31.Information Age Features Priya Iyer’s Nomination for Business Leader of the Year in the Women in IT Awards Series
- 32.Business Wire Featured Priya Iyer’s Award of Top Women Leaders in SaaS of 2018
- 33.The Live Engagement Checklist: Everything You Need to Know Before Going Live
- 34.Planning and Budgeting for a Live Chat Platform in 2019
- 35.Quick Tips: 20 Ways to Wow Customers with Video Assistance
- 36.The Future of Customer Experience is Here
- 37.Vee24 Published in UK Tech News – ‘AI-enabled customer experiences of the future’
- 38.Seminar by Priya Iyer at Call & Contact Centre Expo
- 39.Providing an Optimal Digital Customer Experience
- 40.Insights from Vee24’s Director of Marketing – A Quick and Easy Plan for Lead Generation
- 41.The ChatBOT Competition: VIP Luncheon at STK Steakhouse Midtown
- 42.Business Computing World – The Live Engagement Checklist: Everything You Need to Know Before Going Live
- 43.Vee24 Featured in ITProPortal – The Live Engagement Checklist: Everything You Need to Know Before Going Live
- 44.Digitalist Magazine – Live Engagement Checklist for the Best Possible Online Experience
- 45.Meet Us at IRCE @RetailX June 25-27
- 46.The Difference Between Customer Experience & Service
- 47.Behind The Scenes, These Bots Deliver Better Customer Service
- 48.How I Spent My Summer Internship – Learning That I Expect an Excellent Customer Experience
- 49.ChatBOTs & Live Chat in Tandem – A Perfect World
- 50.5 Ways to Drive Conversations into Conversions
- 51.Optimizing the Customer Journey with AI ChatBOTs
- 52.The Next Right Thing – Providing Excellent Customer Experience with Intelligent Live Engagement
- 53.Your Customer’s Perspective of Live Chat
- 54.Why You Need an AI ChatBOT
- 55.Why Co-Browsing is Your Key to Connecting with Customers
- 56.Meet The Family Of BOTS
- 57.Embracing AI-Powered BOTs: Identifying The Misconceptions And Pitfalls Of BOTs And Avoiding Them To Create An Ideal Customer Experience
- 58.5 Key Elements of Live-Engagement
- 59.How to Use Live Engagement to Give Your Dealership a Competitive Edge
- 60.How AI BOTs improve the Employee Experience
- 61.2020 Customer Facing ChatBOT Trends
- 62.The Future is Now: Why Your Customers are More Ready than You Think for Live Engagement
- 63.Is your Customer Service Team Prepared for the Possible Impact of Coronavirus?
- 64.Is the Auto-Dealership Dead?
- 65.Increase ROI with Digital Engagement
- 66.How to Keep your Employees Engaged while Working from Home
- 67.Do You Have the Infrastructure to Allow Your Agents to Work from Home?
- 68.Social Distancing Amplifies your Customer Engagement Choices
- 69.Tips for Identifying the Pitfalls and Misconceptions of Bots
- 70.The Future of Live Engagement is Here as Vee24 Launches V11 Intelligent Conversational Experience
- 71.Join Us for Webinar on our latest Release
- 72.Selling in the Age of Impatience
- 73.Behind the screen: How a customer sales agent uses video chat
- 74.Customer Engagements Must Be Multi-Experience Interactions
- 75.What is video chat?
- 76.Jordan’s Furniture Enhances Its Online Customer Experience for One-Stop Shopping
- 77.Prism Health Advocates Chooses Vee24 To Deliver a VIP-Level Client Experience
- 78.A New Definition of “Webinar” for Consumer Brands and Businesses
- 79.An Intelligent Guide to ChatBOTs: Taking a Team Approach
- 80.The Watches of Switzerland Group Launches Virtual Boutique in the UK with Vee24 to Boost High-end Customer Sales and Service
- 81.D’Ieteren Automotive Chooses Vee24 to Connect with Customers Face-to-Face at Virtual 2021 Brussels Motor Show
When Dave’s face pops up on a customer’s screen to answer a question about a high-end watch or a diamond ring, he’s commonly asked: Are you a real person?
Often to the delight of the user on the other end, he indeed is. Dave is part of a call center team of experienced, trained agents who work at Vee24’s PACE Centre. Vee24 customers from furniture and jewelry retailers to automotive manufacturers and dealerships can hire Dave and the team to be the faces and voices behind their customer service and engagement strategy — communicating with and helping online customers through the video chat, text and voice platform. As both power users of the Vee24 live engagement platform and experienced customer service agents, the team can augment a retailer’s existing staff long-term. Or, as in the case of Sytner, fill in gaps while internal employees come up to speed on the platform best practices and the service is being transitioned in-house.
Using VeeStudio, Dave handles customer engagements for several high-end jewelry, watch, and luxury goods brands. Using live text, voice and video chat, he often handles as many as 100 engagements a day. He answers questions, offers product information, checks the inventory and order management systems to see if items are in stock or where they are in terms of delivery, books appointments directly with the stores, and can help customers complete most purchases.
“I love my job,” he said, which, as he talks about it, sounds like one-part logistics manager, one-part personal shopper and another part counselor. Just as an internal employee would, he received extensive training in the form of “Bibles” on the company’s jewelry and watch product lines in order to provide every possible piece of information a customer may ask about. He has the manuals basically memorized so that when someone asks, “what grading is this diamond,” or “what watch should I buy for ushers in my daughter’s wedding?” he has an answer. He has also mastered Vee24’s user agent platform, VeeStudio. While it seemed a bit intimidating at first glance, he can now easily text, video chat, co-browse, screen share and more all within the intuitive dashboard.
Dave shared some advice on how he uses live engagement technology to more deeply connect with customers.
What are your shifts like?
I support customers in the UK and the US, so I work either 9 a.m. to 5 p.m. BST or 2 p.m. to 10 p.m. BST. The call center is open seven days a week.
We also use VeeStudio and VeeChat with the Callback Request feature enabled so that customers can leave a message during non-work hours. We return the message as soon as we get in the next morning.
How do you start a live video chat?
I open with, “Good afternoon, I’m Dave, your customer advisor.” After checking to ensure that the sound and connection are good, I quickly set about helping the customer with their questions or problems.
What types of questions do you field most often?
About 50% of people just want a question answered before going ahead and making the purchase. The rest are split between order updates and some general information, even things like, “I’ve got this silver cutlery set. It’s 40 years old. How much do you think it’s worth?”
Do you find people prefer video or text chat?
I can easily hit my call count daily just on video. There has definitely been an increase in people choosing video now. My customers can choose whether they want to only see me on video, or if they’d like to share their screen as well. I think it’s just easier when you can see someone and people don’t think you’re a bot. It makes their process a lot easier and the engagement feels much more personalized. Also, more and more people are engaging on their mobile phones. It’s easier to talk than to type so video and audio work really well for the customer and makes it really quick for us agents.
How long is the average video call?
Most calls take five minutes. But, I have had calls take up to 45 minutes. One customer wanted four watches for his daughter’s wedding. He knew what he wanted for the first one – that was for him. But the others he was up in the air on. I was grabbing information from him, using a bit of instinct, showing him options. In the end, he spent about $60,000-$70,000. He was really happy with his purchases – and he gave me a 5-star rating.
How do you deal with an upset customer on live video chat?
I’ve always found that in dealing with any customer, whether they are angry or annoyed, just let them sort that out first. I let them get the frustrations out and just listen. In that time, I figure out what the best course of action is to meet their needs.
How did the pandemic change your work?
We have worked from home since the beginning of the pandemic in March. The volume of video calls and texts has doubled from an average of 50 to more than 100 daily. Moving the Vee24 technology to do the job from home was seamless. But finding a space in my home with a blank wall in the background where I could conduct video chats proved more difficult. I couldn’t fit a comfy chair where the only blank wall was. But I’ve gotten used to that by now. Most of our customers moved their customer and sales agents home. The company is really good at helping with this process because we did it ourselves.
What sorts of inquiries have increased during the pandemic?
We’ve seen a big increase in the requests to book in-store personal appointments because no one is accepting walk-ins. It can be booked online. But people like someone telling them ‘It’s been booked. You can go in.”
Is there a demographic breakdown between video and text?
In general, I’d say the older customers are more comfortable on the video and the younger generation prefers the text.
What method do you prefer for solving the customer’s problems?
I think video is definitely the better option. It can feel uncomfortable at first, but you have a better customer experience when you can look someone in the eye. Bringing a person to the online customer and better replicating the in-store experience is more engaging.
To learn more about how the Watches of Switzerland Group is using Vee24 technology, check out the case study.