A direct path to sales for Vet Products Direct
Vet Products Direct was looking for online innovation. A multi-national company with thousands of products across multiple ranges, the business needed a communication tool that would assist global sales, improve customer support and provide actionable analytics.
Before the implementation of live chat, Vet Products Direct relied heavily on phone systems. With a vast and complex inventory, this meant time-consuming phone calls and deficient productivity. The company needed a cloud live chat solution complete with a callback and messaging system, to enable them to make 24/7 sales across the world.
After researching providers, Vet Products Direct selected WhosOn by Parker Software as their live chat solution of choice. In a tailored project, every aspect of the customer's need was scoped out and delivered.
For example, a branded chat window was designed to integrate the chat window seamlessly into the existing website. In-built analytics were used to identify the best time to chat to customers. Pre-defined rules were established, facilitating proactive chat invites at opportune times. Agents could see if customers were hesitating in basket process or floundering on a complex veterinary product page, and reach out with timely support. Even better, the in-built
Even better, the in-built call back functionality meant that international enquiries could be captured and converted.
WhosOn is a resounding success for both sales and service. Vet Products Direct has reported:
- • Reduced call volume and increased first-contact resolution on customer queries
- • Increased online revenues and conversion rate
- • Increased use of in-built call back and message function for international sales
- • Improved productivity for call centre agents
- • Improved customer satisfaction and feedback
“We have gained a significant ROI from WhosOn, and as result it features heavily across our website. WhosOn analytics is used throughout the business to gain valuable customer insight and to identify real-time customer conversion opportunities.”
Sarah Gallagher, Marketing Manager, Vet Products