Watches of Switzerland Have Doubled Engagements With Happier Customers Using Video Chat [Case Study]
Watches of Switzerland Group is the leading luxury watch specialist in the UK with a growing presence in the US and includes the Goldsmiths, Mappin and Webb, and Mayors brands. In addition to its long-standing partnerships with the most prestigious Swiss watch brands, the company’s success is powered by leading edge technology to provide their customers with a distinctive, luxury experience.
With more customers spending time and shopping online, Watches of Switzerland decided to bring its consultative concierge experience to its online customers. So, it turned to Vee24.
The company launched with Vee24’s text chat, but quickly amped up the customer experience with live video chat and real-time cobrowsing.
The concierge service delivers a year on year return on investment:
- 5x increase in conversion rates on luxury items vs self-service
- 54% increase in AOV when online customer is supported with live assistance
- 13x ROI on trackable online revenue
And, Watches of Switzerland leverages Vee24’s team of customer service agents to provide expert support.
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