Post on 23-Aug-2014
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Increasing website conversionby humanizing
the e-commerce experience…
(E-)Commerce is all about closing the sale...
Online conversion rates are typically very low in comparison to the conversion rates that are enjoyed in a physical store.
Could this be because in our stores there are people there to help and serve?
1% to 3% 20% to 30%
(E-)Commerce is all about customer loyalty...
Investing in first time buyers is expensive: SEO, Adwords...Average order value of return and repeat customers are 3x to 7x higher.Invest in your return customers by making them happy!Measuring Customer Satisfaction is key...Build a trusted relationship with your customers.
Real people can build a true personal and trusted relationship.
Retailers have shop assistants to serve you in their physical storesInformation: “Where can I find the t-shirts?”Advice: “Do you have this shirt in one size smaller?”Inspiration. “Doesn’t this tie go well with that shirt you chose?”.Re-assurance: “You look very nice in that shirt”
Humanizing the e-commerce experience…
Vee24 allows retailers to add shop assistants to the webshop (=biggest shop), giving the same experience online, bringing you same conversion rates (+23%) and guaranteeing a high customer loyalty (NPS 75%+).
Digital Customer Engagement On
Laptop/Desktop
Digital Customer Engagement On
Tablet
Live Demonstration
Digital Customer Engagement On Smartphone
Vee24 products per customer journey
Customer Acquisition
VeeStudio
Products & Checkout
Technical SupportClick & Collect
Pre-Order
VeeKiosk
In-Store Personal Assistant Kiosk
VeeAssist
General CustomerQueries & FAQ’s
VeeChat
Customer Retention / VIP
Customer Services
Selection of vee24 customers
Banking (DE)
Serviced Offices (F)
Telecommunications (UK and HU)
Furniture Retail (UK)
Automotive (DE)
Automotive (UK)
Fashion Retail (UK)
Automotive (DE/JP)
Finance(NL)
Travel (UK)
Power (UK)
Fashion Retail(NL)
Automotive (UK/DE)
Automotive (UK)
TV (NL)
Fashion Retail (UK)
Fashion Retail(UK)
Fashion Retail (BE)
Real Estate (BE)
Sports Retail (USA)
Client Schuh Limited
Website www.Schuh.co.uk
Solution Live Video Chat & Text Chat
Period 2 Years
Objectives • Call deflection• Extend service offer – help customers • Make additional use of existing
resource• Conservatively experiment in a new
medium
Achievements • Conversion rates that equate to those of our bricks and mortar locations
• 10% increase in average order value• 78% Average NPS Score• Delivered a 16% Operating Profit in
Year 1• Turned customer service team into a
profit centre for the business
Case Study – schuh.co.uk
So why e-retailers want vee24?
Average NPS scores 75%+ ensuring you grow return customers...
Average Order Values increase by up to 35%
Video Assisted users are over 4 times more likely to convert compared to unassisted website visitors...
Incremental Sales: DFS reported 29% of new sales via live help, were just browsing...
Want to learn more?
• Visit our website at vee24.com
• Follow me on: be.linkedin.com/in/jangovaerts/
• Phone: +32 474 914 314
• Speak to anyone at M+
T: +44 (0)1625 668 500 W: vee24.com E: sales@vee24.com
Pinewood Court Tytherington Business Park Macclesfield Cheshire SK10 2XR UK
THANK YOU