In today’s multi-channel communications environment, customer service delivery has become highly competitive. Web-based services like social media and Web chat are taking over traditional services like phone and email thanks to the efficiency and high satisfaction levels these services deliver in the modern customer service arena.
Considering the value multichannel service delivers to customers, many companies are keen to implement them within their customer service platform.
RS Components (RS), a trading brand of Electrocomponents, is one such company to expand live chat in their customer service platform, as part of the company’s strategy to add value to customers and enhance their online experience with relevant human interaction and support.
The company has expanded its live chat service to more countries. It has incorporated it into both sales and services segments. In sales chats, customers are invited to chat based on their behavior on the website, while in service chats, customers click a button to initiate a chat themselves.
The live chat service at RS Components was first trialed in the U.K in 2010, and then extended to France and China in 2011. With the global rollout now complete, the service is now live in local languages with local agents across the world.
The service is now live in 29 countries in 19 languages and counts over 20,000 chats per month. It has simultaneously improved customer satisfaction and increased the average order value, driving online sales conversion, the company said.
“Live Chat is a real success story across our global business and we are receiving great feedback from our customers,” said Klaus Göldenbot, global sales director at Electrocomponents. “We will continue to optimize our chat service whenever and wherever we operate to provide an effortless customer experience.”
“This is a prime example of how dedicated we are in making it easy for our customers to do business with us at every stage of their journey so that we become their distributor of choice,” Göldenbot added.
RS Components’ live chat service was recognized for the exceptional speed with which the service has been implemented globally, being presented with the EMEA Business Innovation Award by LivePerson (News - Alert), its platform partner.
Edited by Blaise McNamee