A significant service boost for Signet
Signet Jewellers is the largest speciality jewellery retailer in the US, UK and Canada. Across 3600 stores and 8 individual brands, the group boasts annual pro-forma sales of $6 billion. To continue delivering outstanding service, Signet needed a live chat solution with a personal touch.
For Signet, the need to provide bespoke individual customer experiences online was paramount. The business was looking for a web solution to help with customer service for their main UK brands: H.Samuel and Ernest Jones.
In their 500 nationwide stores, personalised service was guaranteed on the spot. This needed to be mirrored online, with a real-time communication channel that could offer website visitors tailored support out of hours.
After Signet's UK project team had a demonstration of WhosOn, it was selected as their live chat solution of choice. Fully meeting all flexibility and functionality criteria, WhosOn was quickly trained out and implemented.
Customer service agents took advantage of WhosOn's remote ticketing system to work remotely after 6pm, with experienced staff providing live advice and assistance from home. And because Parker Software is a UK-based company, employees were always assured of round the clock support.
Maintaining SLAs was key. To help Signet achieve this, WhosOn was fully personalised to match Signet's branding, from inline windows to chat surveys to dynamic chat invitations.
By offering a truly omni-channel shopping service, Signet was able to maintain its competitive market position. Key results included:
- • Increased customer engagement, particularly in the previously quiet evening window
- • Improved service hours, with remote late night working enabled
- • Higher ecommerce conversion rates, thanks to visitor tracking and real-time engagement
- • A seamless online experience, with assisted purchase journeys personalised to each user
We would highly recommend WhosOn - an ideal system to manage without IT support, it has enhanced our offering.