Online Retailers Bridge the Offline Divide With Customer Service Features
When the Watches of Switzerland Group had to close 150 stores in the U.S. and U.K. for nearly six months during the pandemic, it had to find new ways to maintain its service level and sales — online.
In the article: Online Retailers Bridge the Offline Divide With Customer Service, you hear from Ian Warwick, the Watches of Switzerland Group, director of e-commerce, about how they have created a virtual boutique that brings the expertise of the in-store shopping experience online.
Their virtual boutique offers Vee24’s video, cobrowsing, and online appointment setting technologies together with watch experts for impressive results. In addition to online sales taking off, year-over-year conversion rate and average order value in 2021 delivered a:
- 5X increase in conversion rates when shoppers use the virtual boutique or a virtual appointment compared with when a consumer shops normally on the website.
- 54% increase in average order value when an online shopper is assisted through a virtual appointment compared with the retailer’s sitewide AOV.
Read the article in DigitalCommerce 360 by clicking the button below.