The Genuine Gemstone Company’s jewellery brand Gemporia has added live video assistance to its website to further enhance the customer experience.
Gemporia has teamed up with live video assistance provider Vee24, to offer online shoppers interaction with the brand’s customer service team.
Gemporia want the online customer experience to match the personal experience customers would receive in store. Branded as ‘Personal Shopper’, live video chat is offered to customers when they start to browse the Gemporia website. Customers who need assistance can respond to a ‘nudge’ from the Gemporia team that encourages them to select the ‘Personal Shopper’ option.
The use of live video allows consumers to see the Gemporia consultant on the screen, ask questions, seek advice and co-browse the website for specific products. The video service will be available 24/7 and support both UK and US markets.
Gemporia has seen many benefits since starting the Personal Shopper service including:
- High Net Promoter Scores (NPS) currently between 85 and 90
- High conversion rates of 16% (16% of browsers go on to purchase a product)
- Up sell opportunities – a personal, one to one service allows the agent to direct customers to additional products which are not shown online to meet customer requirements
“Live video chat is a unique way to offer a more personalised and dedicated online customer service. Our customers are at the forefront of everything we do and we need to ensure we provide the best possible service,” comments Gemporia chief executive officer, Steve Bennett.
“Customers ask for advice about gemstone clarity, colour grading and gemstone origins, we not only educate our customers on these but it’s always important for us that we personalise their experience by allowing them to speak to a product specialist, someone who can service them with accuracy and knowledge,” explains Bennett. “Vee 24 is a perfect fit for our customers and it’s great to work alongside a company where customer service is as important as it is to us,” concluded Bennett.
Phil Adams, client success director, Vee24 adds: “Choosing jewellery can be a very considered decision and customers often have questions they’d like to ask before making a purchase. Live video chat is perfect for situations where a customer would like to ask for more information or expert advice.”