Online Jewelry Business Dazzles Customers with Access to Team of Stylists Made Available through Vee24’s Innovative Live Video Assistance Solution
Cambridge, Mass. – December 16, 2014 – Vee24, a provider of live video assistance solutions to leading brands including Land Rover, DFS, Fox Sports, Mattress Firm and Schuh, today congratulates its client, online jewelry business BaubleBar, for winning a 2014 Customer Engagement Award from Retail TouchPoints. The awards recognize retailers that are using creativity and innovation to deliver on the promise of customer-centricity.
BaubleBar’s “Service With Accessorizing Talent (SWAT)” team of stylists are tasked with delivering meaningful interactions and building relationships with customers in the way that was once only possible in brick-and-mortar stores. To help the SWAT team accomplish this, BaubleBar implemented Vee24’s live video assistance solution, which connects shoppers to stylists via live video in order to bring the in-store experience online. Site visitors are invited to a live video session with a stylist who can answer all of their questions in real time, try on jewelry to show the customer how it would look and provide a close-up of any piece. Shoppers can choose whether to have a one-way or two-way video session without needing to download any software. After just five months of using Vee24’s technology, BaubleBar has experienced a 300 percent increase in average order value and the rate of return shoppers has grown 250 percent.
“We are always looking for innovative ways to forge stronger relationships with our customers and are proud to be one of the first in our industry to offer live video styling and co-shopping on our website,” explained Nina Alexander-Hurst, VP, Customer Experience and SWAT at BaubleBar. “Vee24’s live video assistance technology has helped us achieve the same personalized service on the Web that consumers are used to receiving in-store, resulting in happier customers and higher conversation rates. Our entire SWAT team should be very proud of this great honor.”
For the fourth annual Customer Engagement Awards, Retail TouchPoints honored 13 retail companies that have embraced customer engagement and implemented solutions and services that are delighting customers and boosting revenue. Each of the winners has taken the initiative to deliver a more satisfying level of service and improved experience to the demanding shopper base. Winners were selected based on, but not limited to, four specific criteria: unique shopping/promotional offerings, customer engagement strategies, customer analysis and technology innovation.
“Our goal is to provide brands a simple and seamless way to deliver the best possible customer experience while also driving sales and customer loyalty,” said James Keller, CEO, Vee24. “This award acknowledges how BaubleBar has raised the bar for all retailers by bringing customers an experience and service levels that, until recently, could only be found in a store.”
Vee24 is the live video assistance solution trusted by the world’s leading consumer-facing brands. Featuring voice, video, text and co-browsing for web-, app-, and kiosk-based customer engagements, Vee24 is the most broadly and successfully deployed solution proven to advance the customer experience and dramatically increase ecommerce sales. Customers include Audi, DFS, Fox Sports, Isabella Oliver, Jaguar Land Rover, Mattress Firm, Regus, Schuh and Vodafone. The company is headquartered in Boston, Mass., with European operations in Manchester, England.