Text Case Studies Proactive customer service through LiveChat brings Scottevest closer to clients

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	Proactive customer service through LiveChat brings Scottevest closer to clients Text

Proactive customer service through LiveChat brings Scottevest closer to clients

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Technology Category	Application Infrastructure & Middleware - API Integration & Management
Applicable Industries	Retail
Applicable Functions	Sales & Marketing
Services	Software Design & Engineering Services
Challenge	Scottevest, a travel apparel company, wanted to provide proactive customer support to its clients. They wanted to put real people in front of the customers who would be able to provide quick answers regarding their merchandise. The company had tried two different solutions before choosing LiveChat. The challenge was to implement a solution that would allow them to provide real-time, proactive support to their customers. Read More
About Customer	Founded in 2003, Scottevest is an innovative travel clothing company producing functional clothing. Driven by a simple idea to carry things easily, Scottevest product line offers a number of clothing items that will make your travel experience easier and more enjoyable. It caters to all demographics and is chosen by people who like to carry their stuff. Anyone who travels a lot and likes to do it light can find a number of Scottevest products that will help with that. Read More
Solution	Scottevest implemented LiveChat on their website to provide a proactive approach to support that is always there when needed. Agents approach prospective visitors, offer help and convert them into customers. With as much as six agents chatting with clients using three seats, every agent usually has two chats at any given moment. Additionally, Scottevest uses a couple of integrations to boost their customer service efforts. Google Analytics integration is used to create targeted invitations and Desk.com integration is used to handle support through tickets. Read More Log in to view content
Contents

Technology Category

Application Infrastructure & Middleware - API Integration & Management

Applicable Industries

Retail

Applicable Functions

Sales & Marketing

Services

Software Design & Engineering Services

Challenge

Scottevest, a travel apparel company, wanted to provide proactive customer support to its clients. They wanted to put real people in front of the customers who would be able to provide quick answers regarding their merchandise. The company had tried two different solutions before choosing LiveChat. The challenge was to implement a solution that would allow them to provide real-time, proactive support to their customers.

About Customer

Founded in 2003, Scottevest is an innovative travel clothing company producing functional clothing. Driven by a simple idea to carry things easily, Scottevest product line offers a number of clothing items that will make your travel experience easier and more enjoyable. It caters to all demographics and is chosen by people who like to carry their stuff. Anyone who travels a lot and likes to do it light can find a number of Scottevest products that will help with that.

Solution

Scottevest implemented LiveChat on their website to provide a proactive approach to support that is always there when needed. Agents approach prospective visitors, offer help and convert them into customers. With as much as six agents chatting with clients using three seats, every agent usually has two chats at any given moment. Additionally, Scottevest uses a couple of integrations to boost their customer service efforts. Google Analytics integration is used to create targeted invitations and Desk.com integration is used to handle support through tickets.

Impact #1	Scottevest got a great response when they launched the live chat feature on their website. A lot of people started using it almost immediately and, what’s interesting, they asked many questions that were not asked on the phone or by e-mail.
Impact #2	The live chat feature has been one of the most valuable additions to the website.
Impact #3	Being able to proactively reach out to clients is seen as the future of e-commerce.

Impact #1

Scottevest got a great response when they launched the live chat feature on their website. A lot of people started using it almost immediately and, what’s interesting, they asked many questions that were not asked on the phone or by e-mail.

Impact #2

The live chat feature has been one of the most valuable additions to the website.

Impact #3

Being able to proactively reach out to clients is seen as the future of e-commerce.

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Overview

Proactive customer service through LiveChat brings Scottevest closer to clients

Operational Impact