In July 2015, with its first ever multi million pound brand campaign, “Bathrooms Matter” planned for August, bathstore decided to escalate the timescales for Live Chat and required the service to be up and running within a 4 week window. This would coincide with the airing of the first ads in August 2015, following which bathstore anticipated that website traffic would increase.

Key service requirements from bathstore were for the Vee24 team to be a seamless part of the bathstore team – with excellent product knowledge and the ability to offer exceptional customer service levels. Now, when a customer visits the bathstore website, they can request ‘Live Help’ and request assistance from a live operator. Assistance can be provided by phone, text chat and live video chat, where the customer sees the agent on the screen and can talk to them directly. Approximately 70% of all interactions are made using video chat.