Lingerie retailer Figleaves has seen conversion rates increase by 50% after the introduction of a new customer support facility which enables shoppers to chat to service agents as they browse.
The RightNow facility, which launched in May, allows customers to ask questions of agents at any point during the transaction. Questions reportedly range from stock enquiries and difficulties putting in a discount code to finding the right bottoms to match a tankini.
Figleaves customer service manager Sarah Arnold claimed the new service meant customers were less likely to abandon their baskets and removed frustration out of the purchase process.
She said: “If customers have a question, RightNow’s chat tool provides immediate assistance so customers don’t hage to navigate away from where they are on the website to find information, make a call or send an email. This level of support makes for a smoother shopping journey and a better overall customer experience.”