Sofa Retailer Offers Real-Time Live Video Assistance to Online Shoppers [Case Study]
DFS, Britain’s number 1 sofa manufacturer, has been making high quality, comfy and stylish sofas for more than 5 decades. As consumers no longer consider shopping for big-ticket items to be an exclusively brick-and-mortar experience, DFS decided to take a fresh look at its online customer experience.
The retailer’s advisors were already available to answer online questions via text chat, 24/7, 365 days a year, but to truly bring the in-store experience to their customers online, DFS turned to Vee24’s live video chat assistance.
Since implementing Vee24’s live video and cobrowsing assistance, DFS’s online experience has gone above and beyond its in-store experience.
- 90 average NPS rating for video assistance
- 85% conversion rate for in-store appt booking service
And, the average order value for video-assisted appointments is higher than the average telephone order value and higher than the average self-serve online order value
“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.”
Arron Burton
Online Operations and Compliance Manager, DFS
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