Schuh Uses Live Video Help to Bring in-Store Conversion Rates to Its Ecommerce Channel [Case Study]
Schuh, a leading footwear provider in the UK, has always differentiated itself by offering a high level of personalized customer service. Its business philosophy “to provide individual high fashion footwear, sold in a unique and exciting retail environment” extends to all areas of the business from physical stores, and ever more importantly, to its website and mobile presence.
So, when Schuh set out to extend its personalized in-store experience to customers shopping online, it turned to Vee24.
Since implementing Vee24’s live text, voice, video chat and cobrowsing technologies, Schuh’s key ecommerce metrics have been exceptional:
- 85 average live help NPS rating
- 4x more customers convert in a live help session
- 10% increase in AOV for assisted sessions
And, live video assistance helps achieve the same conversion rates online that Schuh achieves in its physical stores.
“Vee24’s live help is making a significant and growing contribution to our online sales. Customers love the personalized shopping experience and for Schuh it has become both a fundamental part of our differentiated cross-channel service offer and a genuinely exciting new sales channel.”
Sean McKee
Head of Ecommerce and Customer Services, Schuh
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