bathstore Meets Customers Online With Live Video Chat [Case Study]
bathstore, the UK’s foremost bathroom specialists, has been helping customers create the bathroom of their dreams for nearly 30 years. The retailer prides itself on its high levels of customer service and believes that customers deserve a very personal shopping experience both in store and online.
Given the complex customer journey involved in purchasing a bathroom, bathstore chose Vee24’s live engagement platform including text, voice, and video chat and cobrowsing to bring the in-store consultative customer experience online.
By leveraging Vee24’s technology and expert team of customer service agents, Bathstore is realizing tangible benefits to the business:
- 82 average NPS rating following a live chat (industry avg is 28)
- 14 hours/day and 7 days/week customer service delivery
- Exceeded AOV target by 11%
“Having seen the solution and meeting the Vee24 team, we knew immediately that we’d found what we were looking for – a solution that would allow us to meet our customers online, chat with them by video, co-browse the website along with our customers, book call-backs for our in-store design team and replicate the personalised service we offer in store as best we can.”
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