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3 Quick Wins for Better Digital Customer Engagement in Retail

Vee24 will get you up and running fast

eCommerce increased 44% in 2020 — the highest annual growth in two decades. This massive shift from in-store to online has been fueled by the convenience of shopping from home 24/7 and the loss of store foot traffic during the pandemic.

Retailers are now looking for better ways to connect and engage with customers digitally. They need to provide a VIP online shopping and service experience to compete and grow their business. With the right digital strategy, innovative retailers can match and even exceed the seamless in-store experience online that leads to purchase and satisfied customers.

Vee24’s customer engagement platform offers a powerful solution. We can get you up and running quickly with our leading text chat, video chat, and AI-powered FAQ chatbots for immediate impact on sales and service.

customer and agent in video chat online shopping

Stand Up Customer Engagement Tools Now to Help Meet Retail Demand

Here are three fast and easy ways to get started:

#1 State-of-the-Art Live Text Chat in Two Weeks

Our advanced text chat technology makes it easy to manage customer conversations and set up is fast. Better support your customers by:

  • Optimizing resources as your customer service and sales agents can handle up to five chat sessions simultaneously. This intuitive, multi-threaded chat allows you to manage high volume inquires while maximizing staff efficiency.
  • Guiding customers throughout their buyer’s journey right from within the text chat session. Cobrowsing enables your agents to see exactly what your customer sees and can guide them to valuable information on your website with no download required.
different devices showing text chat retail
Live text chat shown on customer and agent's devices customer engagement

#2 High-Definition Live Video Chat in Three Weeks

Add smiling face to an otherwise impersonal interaction using video chat makes a big difference in online sales and service — especially for large ticket purchases. Connect and sell with:

  • Visually engaging one or two-way video chat, offering a personalized experience just like your customer would expect in a retail store.
  • Mobile-ready to make engagements easier for both the customer and your sales agent. The majority of visits and purchases will happen via smartphones this year.

#3 AI-Powered FAQ Chatbots Deployed in Three Weeks

FAQ chatbots support your agents as they can handle the majority of customer inquires and are available 24/7. They offer:

  • Increased self-service and decreased operational costs by answering customers’ most basic questions, so you can keep your agents focused on more complex interactions and sales opportunities. And with chatbots on your team, you may not have to hire additional agents.
  • Provide intelligent routing to escalate only the most qualified visitors to a live agent.
  • Serve up web pages through cobrowsing based on customers’ specific needs to help them find what they’re looking for. Go above and beyond what is expected from a bot.
text chat transferring call with agent on mobile devices deliver faster better customer service

These are three quick ways to get started, but our modular platform lets you quickly and easily expand your digital strategy and scale your business for the future.

Winning the Wallet Share & Increasing Lifetime Customer Value

35% in piechart
Increase average order value

Average order values increase by an average 35% with live engagement.

24/7 written on a graphic of a clock
Provide out-of-hours service

Ensure that you’re there online to meet customers in the evening and outside your standard opening hours.

graphic of an online store and a brick and mortar store balanced on two sides of a scale
Improve conversion rates

Retailers are seeing conversions as high as store conversions with Live Chat.

live engagement stat 95% and NPS score showing 84%
Improve customer satisfaction scores

The average CSAT score with Live Engagement is 96%, and NPS average 84.

graphic showing revenue increase
Increase incremental orders and revenue

Delighted customers will come back, buy again and keep returning.  Build brand loyalty with Live Engagement.

You'll be in good company

Our ambition is to be world-class and we see video as a key part of that. It offers a very personal customer experience, without you having to leave the house. — Aaron Burton, Online Operations and Compliance Manager, DFS

Learn more about our retail solutions

DFS customer using online live chat shopping for a couch

Take a look behind the scenes at the DFS contact center to see live video chat in operation

Take a look around the DFS contact center and see how DFS is using live video chat solution to offer customer service to online customers.

Jordan's Furniture logo

Jordan's Furniture enhances its online customer experience for one-stop shopping.

New England’s largest furniture retailer chooses Vee24’s AI-enabled live engagement platform to support its digital service and sales.

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