Furniture retailer Barker and Stonehouse has installed live chat software on its website to improve customer service in the fastest growing area of its business.
According to the retailer, the website generates more revenue than any of its bricks and mortar stores. It made sense, therefore, to offer the same level of customer service that you would typically find in the physical store, Barker and Stonehouse said.
The live chat, provided by Netop Live Guide, enables Barker and Stonehouse’s customer service team to handle four to five simultaneous chats during peak hours. This means they can deal with far more enquiries than would otherwise be possible on the telephone, which is a one-to-one medium.
Barker and Stonehouse said the service has substantially reduced overall customer service costs by increasing its handling capacity during busy periods.
This real-time customer support is also reported to have ensured complete customer satisfaction at every step of the way, from initial viewing and purchasing through to delivery and the after-sales process.
Barker and Stonehouse said it has experienced overwhelming customer approval by offering a unique, more personalised relationship online.