Parker Software a leading provider of live chat software, www.whoson.com are seeing a rise in the number of enquiries from leading retailers and luxury brands, looking to add live chat to improve customer service and increase online sales. This trend has been further highlighted in a recent article within Marketing Magazine.......
Article Extract
Brands and high-end retailers, including House of Fraser and Selfridges, are preparing to launch virtual shopping experiences using cutting-edge digital technologies.
Developments such as augmented reality, which can offer users a life-sized 3D view of products, and advanced chat applications, are being used to create enhanced online services.
Colette Wilson, head of ecommerce at House of Fraser said she had commissioned the overhaul of the site, which will be completed by September, in response to increasing competition in the luxury sector.
Rival retailer Selfridges is preparing to open its first ecommerce site and is also aiming to recreate the exclusive feel of its department stores online. It is seeking an agency to promote the site with display advertising when it launches later this year.
Similarly, exclusive fashion brands including Chanel and Marc Jacobs are also working on their plans for improved online stores.
Last year, the recently revived luxury jewellery brand Faberge decided to eschew opening a global network of boutiques instead, it has set up a website offering 24-hour access to a team of multilingual sales assistants who can provide one-to-one advice via live chat, text, telephone and video services.
The website offers Faberge pieces ranging in value from $26,000 to $7m and enables the customer to see every product in minute detail.
When announcing the firm's decision, Faberge chief executive Mark Dunhill acknowledged he had been unsure whether it would be possible to create the required shopping experience online.
However, he added that he had been convinced that the technology was available to "adapt the internet to meet our clients' needs".
Ends.
Ian Rowley Business Development Manager for Parker Software states, "Our first globally recognised retail brand to adopt Live Chat was John Smedley, www.johnsmedley.com a company which was founded in 1784, not only are they at the forefront of Knitwear design, but they are also leading the way in E-commerce with their innovative use of technology. We often find when we initially talk to organisations about live chat that the benefits aren't initially tangible, it isn't until an organisation implements the solution that they begin to realise how the solution can improve customer support and more importantly in a retail environment improve online sales. Our message to organisations is to run a trial, we are more than happy to provide this at no cost and in some cases the success of the trial itself covers the actual cost of the software".
E-Commerce manager for John Smedley, Jonathan Chapman adds "Live Chat has proved to be an instant success it has already significantly improved our online conversions. Initially we were sceptical about its success, this was quickly overcome and we now handle multiple chats throughout the day, we are also beginning to take advantage of the other features of WhosOn such the live analytics and the request a call back functionality, we can also monitor our PPC campaigns in real-time. The solution is really proving to be invaluable and now forms an integral part of our online customer engagement strategy".
Full Article
http://www.marketingmagazine.co.uk/news/992023/Luxury-brands-focus-digital-retail-experience/?DCMP=ILC-SEARCH