FierceRetail: On the Hot Seat: BaubleBar’s SWAT team
In order for your company to see successful results with Live Customer Engagement, you will need to begin the process by first defining what role this service will play in your business plan. Will Live Customer Engagement assist your business with sales, customer service, or brand loyalty? In the early stages of configuration, prior to launching, all of Vee24’s automotive clients determined the overall purpose of their Live Engagement services. As a result, they have been able to effectively measure the rise of sale conversion rates, customer satisfaction scores, first call resolution times, and much more.
The Sytner Group, the largest automotive retailer in Europe and part of the Penske Automotive Group, began using the Vee24 Live Engagement Platform with video, text and email support in 2014. Sytner’s primary goal in adopting the platform was to “deliver a consistent and personal customer experience across all points of contact with a customer, from first point of enquiry to the conclusion of a sale, or until a query has been resolved.” According to a survey by DMA, the most important element to buying a car is getting good customer service. In order to sufficiently meet Sytner’s goal of providing online customers with a personal experience, and more specifically serving them in the same way that they would in their dealership, they chose Vee24’s Enterprise platform including ChatBOTs, Text, Voice, Video, Screen Share, Co-browse, Co-form fill, with mobile camera, scheduled appointments, automated workflows and much more.