The Watches of Switzerland Group (WoSG) initially explored live engagement with one of its brands, Goldsmiths. WoSG started with text chat, but as they saw more success the relationship has expanded to additional brands including Watches of Switzerland, Mappin and Webb, and Mayors across both the US and the UK and to additional technologies including live video chat.

Online customers across WoSG brands engage with customer service teams in a concierge approach. WoSG’s jewelry and watch consultants help online shoppers find what they want using text and video chat and co-browsing. WOSG is growing online sales meeting aggressive KPI’s and delivering on a significant return on investment for the Group.