Live customer service online

Published on Fri, 21/10/2011, 12:00:49

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With research released from PayPal indicating that online retail is set to reach $37.7 billion in 2013, jewellery retailer Moi Moi Fine Jewellery has launched an online live chat facility on their website to take advantage of this growth.

Moi Moi recently carried out a survey that found 43.8 per cent of participants they would only buy jewellery online if they knew that the store also had a physical outlet.

As a result, it has created an online instant chat facility on their website to enhance the bricks and mortar experience for customers online by enabling them to chat with staff and receive the ‘in-store’ customer service online. The live chat allows visitors to ask questions about the jewellery from the designers themselves.

Alana Chang Weirick, co-director, Moi Moi Fine Jewellery, said the company sees this move to be able to engage and assist customers is an investment.

“The experience of buying fine jewellery in store offers a high level of customer service and expert opinion. By offering this online live chat service, we can now enable visitors to the website to gain our professional opinion and receive the “in store” customer service we offer through the website,” she said.

The chat facility also enables Moi Moi to see what page visitors are looking at, which products they have selected to view, where they have come from, what search words they used, how long they spend on the site and if they are a return visitor. It also records the history of chats with visitors to the website. 
 


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