Text Case Studies Prijsvergelijken.nl builds customer trust using LiveChat

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	Prijsvergelijken.nl builds customer trust using LiveChat Text

Prijsvergelijken.nl builds customer trust using LiveChat

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Applicable Industries	Consumer Goods Telecommunications
Applicable Functions	Sales & Marketing
Services	Software Design & Engineering Services
Challenge	Prijsvergelijken.nl is an online comparison tool that helps users research alternatives for telecom services like television, mobile carriers, and Internet services. The company also provides a way to compare various housing-related services. The challenge was to build trust among its customers and offer real, not sponsored, advice. The company wanted to give the feeling that Prijsvergelijken.nl is not a machine but a website with people. The policy is to provide the fairest possible advice, even if it means not moving, which also produces no revenue. Read More
About Customer	Prijsvergelijken.nl is an online comparison tool based in the Netherlands. The company offers its services to a wide group of individual users, from the age of 16 to 80, and companies. It aims to help consumers and companies find the best deals with complex products used on a daily basis. Customers can use the service to discover differences between certain providers and ask about the details associated with transferring their accounts. The company prides itself on its customer-centric approach, often advising customers to stay with their current provider if it's in their best interest, even if it means no revenue for Prijsvergelijken.nl. Read More
Solution	Prijsvergelijken.nl decided to implement LiveChat to make quick help for customers possible. The company’s LiveChat is handled by four agents. At one time, two agents are logged in to answer chats from customers. The company also uses LiveChat to gather customer feedback and learn more about customer needs. According to Jonker, LiveChat goes a step further than Google Analytics, which only tells where the customers leave the website. LiveChat goes beyond that and allows Prijsvergelijken.nl to learn why customers leave. Popular questions can be then answered either by making a design change or by adding additional information to the FAQ. Read More Log in to view content
Contents

Applicable Industries

Consumer Goods

Telecommunications

Applicable Functions

Sales & Marketing

Services

Software Design & Engineering Services

Challenge

Prijsvergelijken.nl is an online comparison tool that helps users research alternatives for telecom services like television, mobile carriers, and Internet services. The company also provides a way to compare various housing-related services. The challenge was to build trust among its customers and offer real, not sponsored, advice. The company wanted to give the feeling that Prijsvergelijken.nl is not a machine but a website with people. The policy is to provide the fairest possible advice, even if it means not moving, which also produces no revenue.

About Customer

Prijsvergelijken.nl is an online comparison tool based in the Netherlands. The company offers its services to a wide group of individual users, from the age of 16 to 80, and companies. It aims to help consumers and companies find the best deals with complex products used on a daily basis. Customers can use the service to discover differences between certain providers and ask about the details associated with transferring their accounts. The company prides itself on its customer-centric approach, often advising customers to stay with their current provider if it's in their best interest, even if it means no revenue for Prijsvergelijken.nl.

Solution

Prijsvergelijken.nl decided to implement LiveChat to make quick help for customers possible. The company’s LiveChat is handled by four agents. At one time, two agents are logged in to answer chats from customers. The company also uses LiveChat to gather customer feedback and learn more about customer needs. According to Jonker, LiveChat goes a step further than Google Analytics, which only tells where the customers leave the website. LiveChat goes beyond that and allows Prijsvergelijken.nl to learn why customers leave. Popular questions can be then answered either by making a design change or by adding additional information to the FAQ.

Impact #1	Prijsvergelijken.nl managed to win their customers over with the personal service it offers through LiveChat. Customers who received product comparison advice leave a lot of positive reviews on Trustpilot, a service dedicated to company reviews.
Impact #2	According to Jonkers, LiveChat is a good investment for the company because it helps to take away any customer doubts if they have any.
Impact #3	In 2016, Prijsvergelijken.nl plans to have one additional online agents to answer even more chats from customers.

Impact #1

Prijsvergelijken.nl managed to win their customers over with the personal service it offers through LiveChat. Customers who received product comparison advice leave a lot of positive reviews on Trustpilot, a service dedicated to company reviews.

Impact #2

According to Jonkers, LiveChat is a good investment for the company because it helps to take away any customer doubts if they have any.

Impact #3

In 2016, Prijsvergelijken.nl plans to have one additional online agents to answer even more chats from customers.

Benefit #1	10-20 percent more revenue after introducing LiveChat to their website.

Benefit #1

10-20 percent more revenue after introducing LiveChat to their website.

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Overview

Prijsvergelijken.nl builds customer trust using LiveChat

Operational Impact

Quantitative Benefit