24 September Live video assistance provider Vee24 announces that Stable Vehicle Contracts is now live with the Vee24 live video solution to provide video-enabled customer service to its online customers. Customers browsing for personal lease and business lease agreements are now greeted on the Stable Vehicle Contracts website by a live video assistant who can offer advice, discuss leasing options, show cars directly to the customer using screen sharing and browse manufacturer brochures. The Live Help service is available 9am – 6pm, Monday to Friday and is available to all customers browsing the Stable Vehicle Contracts website.
With a 100% web-based business and a crowded market place, Stable Vehicle Contracts wanted to create a point of difference for its customers – a service that would benefit customers and that customers would welcome.
“We like to stay one step ahead of the competition, and with all our business coming from our website, it made perfect sense to meet our customers online, early in their journey. We’d been impressed with the Vee24 system having seen it on a number of retail sites and knew that our customers would benefit enormously from a more personal, face-to-face service from an advisor,” comments David Moffatt, Stable Vehicle Contracts.
Live Help is simplifying the process of purchasing a leased vehicle. Traditionally an advisor would chat through options, describe vehicles and specs available and the customer would often visit a dealer to see the car before committing to a purchase. With Live Help, the advisor can share their screen and spec a car with a customer, offer advice, discuss appropriate leasing options and complete the necessary paperwork. “The traditional process would take two or three days,” explains David Moffatt, “but with Live Help we can move from initial enquiry to sending out an order within just an hour. It’s a much faster and more efficient service for busy customers who don’t even have to leave their home to see the exact specification of the vehicle they have purchased. We can even build the quote on screen with the customer, ensuring complete transparency with the way in which we price our products.”
The organisation has seen a number of benefits since launching Live Help:
- Speed to complete a sale – down from two to three days for a traditional journey from initial call to sale, to approximately one hour with Live Help
- Exceptionally high customer service scores – a Net Promoter Score (NPS) of 100. Anything above 60 would be classed as excellent
- High conversion rates – 31% of Live Chat customers go on to purchase a vehicle
- Transparency for customers – customers can see the quotation being built on screen
- Simple vehicle specification to show the customer – screen sharing allows a vehicle to be built on screen to the customer’s specification – no need to visit a dealer showroom to see the vehicle
“In such a competitive market place, it makes perfect sense to differentiate by offering customers a faster, more efficient and more transparent leasing service,” comments Phil Adams, Client Success Director, Vee24. “Leasing a vehicle can be a complex and time consuming task, and we’re delighted that Stable Vehicle Contracts is de-mystifying the entire process with this very personal, Live Help service.”
Vee24 is the live video assistance solution trusted by the world’s leading consumer-facing brands. Featuring voice, video, text and co-browsing for web-, app- and kiosk-based customer engagements, Vee24 is the most broadly and successfully deployed solution proven to advance the customer experience and dramatically increase ecommerce sales. Customers include Audi, DFS, Isabella Oliver, Jaguar Land Rover, Mattress Firm, Regus, Schuh and Vodafone. The company is headquartered in Cambridge, Mass., with European operations in Manchester, England.