Making Online Retail Intuitive
From bedding to appliances, clothing to cars, sporting goods to shoes and beyond, this leading online retailer has made its mark by providing consumers with a wide range of brand-name merchandise online. In order to leverage this online asset to its maximum potential, they were looking for creative ways to transform customer experience online and realize additional revenue from their website.
[24]7 stepped in with a comprehensive solution that included introducing predictive chat and online self-service interactions to help anticipate new opportunities, simplify consumer interactions, and improve the average order value of the company’s transactions.
The results were promising. Adoption of predictive chat was encouraging and resulted in realizing “missed” revenue by utilizing existing features on the website. Efficacy of the solution was evident by the consumer’s high predictive chat adoption rate and high post interaction Net Promoter Score (NPS) scores. Although a lot of potential to optimize still exists, the initial success clearly proves that providing intuitive consumer interactions translates into better service and better business.
