An online furniture retailer wanted to reach out to the majority of their online customers. They don’t have a separate department for online customer service. Due to huge traffic and long downtime, there was a significant decrease in customer retention. They wanted to outsource the chat services for 24/7 support.
Implementing 24/7 chat support to help customers from their stores. The company’s live chat is manned by 2-4 agents, 7 days a week. Customers can come to the Jerome’s website any time to ask questions and get advice on buying furniture.
The company received a huge return on their investment after implementing Chat Support Service–a 100% increase in conversion rate for customers who used their live chat versus visitors that did not engage in chat. That equated to much more sales as well as phone calls thanks to a widget on their website and the skill of their agents.
