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Subscribe moves to live engagement

By Retail Technology | Wednesday February 20 2019

Online flooring retailer has selected a new live engagement platform to offer text and video chat to customers

Shoppers looking to purchase or research flooring options online can now talk directly to a flooring specialist using text, audio and video chat.

It can also jointly co-browse various brands and products to get a personalised service on the Vee24 live engagement platform.

Online customers can proactively request to live chat with an agent from any page of the website or wait for an agent to prompt them with a ‘Can we help?’ nudge. 

The service works with any device and from any browser.

Customer service

The platform is also a source of valuable customer service information, providing real-time statistics on customer satisfaction scores, operator ratings, number of engagements, peak call times and missed calls.

Flooringsupplies MD and owner Adrian Lee said: “Many customers like to research flooring options before visiting a store and it’s great to meet them on the website during this stage of their buying journey to answer questions, offer to send samples, or chat through pricing and delivery. These are all things you could do over the phone, but a key advantage of Live Engagement is that the agent can guide the customer around the website to talk through options and see examples on the screen.” 

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