Live chat software increases online order value

One of the world's largest jewellery retailers, with branches in the United States and the U.K., recently adopted live chat software to improve its customer service for shoppers browsing its online store.

Using live chat software, retailers can improve the customer experience from the ecommerce platform by directly addressing consumer complaints or problems in real-time, as well as collect valuable feedback to improve company products and services in the future. Retailers can send messages to customers browsing online stores to invite them to consult with a customer service representative with any questions they may have while shopping.

After implementing the live chat software, the jewellery retailer reported a 57 percent increase in online order value, as well as a higher level of customer satisfaction.

While live chat software can improve retailers' customer service, technology is also helping improve operational aspects of retail by addressing personnel training procedures. The British Retail Consortium is offering a training program for food and drink retailers looking to enhance their ecommerce platforms and offerings. In partnership with Alchemy Systems, the BRC is providing retailers with a training and compliance management platform. The program automates the delivery and documentation of personnel training, helping retailers all over the world meet training requirements.