Co-browsing (or collaborative browsing) is a booming technology and is being utilized in several fields. It has, for example, become a social shopping tool enabling full and instantaneous interaction between Web users to discuss their choice and get information on a product before carrying out a purchase. While the technology is still not widely used, co-browsing has huge potential, as it is a key tool for e-tailers that sell retail goods using the Internet.
Today, a growing number of companies are developing and offering this type of solution, including jewelry e-commerce retailer BaubleBar, which has incorporated Vee24 live video conferencing into its Service with Accessorizing Talent program to enable customers to interact with a stylist through in-browser chat. Through Vee24’s Live Help popup, a platform that provides voice, video, text and co-browsing solutions, the company delivers real-time help to customers. The Vee24 solution provides an online concierge experience that enriches customer service; potential customers receive, through the online video chat suite, a helping hand during their session to come to a decision.
As explained in a PSFK post last week on BaubleBar’s new partnership, “With Vee24, a SWAT stylist engages the client through features such as screen sharing and live zoom, and provides live video assistance and co-browsing solutions.” BaubleBar has stylists on hand to aid customers in their accessorizing, but the technology allows any pop-up shops in e-commerce to focus on letting consumers experience the merchandise.
By adding a fully interactive, two-way co-browsing experience, the jewelry company, which has opted to incorporate video conferencing technology into customer service, allows its clients to browse necklaces, earrings, or rings from the BaubleBar stock collection and request personalized styling enquiries through the Live Help popup. As the post mentioned, the B2C live video assistance solution entails the use of a chat box that prompts customers to login via Facebook (News - Alert) or asks them to simply provide their name, e-mail and styling question to start the chat. That’s all is needed to chat with a SWAT stylist and get advices in real time while browsing through products.
BaubleBar’s new partnership enabling Vee24's Live Help delivers live simultaneous assistance across various channels. In addition to video calling, BaubleBar has built relationships with customers via FaceTime, Google (News - Alert) Hangouts, Google Glass and social media outlets; this effort has received positive response from their customers.
Overall, the co-browsing experience has proved invaluable for BaubleBar, as results show within five months after launch. Nina Alexander-Hurst, BaubleBar’s VP of Customer Experience and SWAT explains the company experienced a 300 percent surge in average order value; what’s more, the customers return-to-shop frequency increased by 250 percent, thus, proving the value that innovative customer service is providing.
Vee24’s dramatic contribution to the company’s online sales demonstrates the difference that a person-to-person shopping experience that delivers meaningful results can make; technology can help businesses provide the high-touch services that people crave even when shopping online.
Edited by Alisen Downey