By implementing livechat, Europ Assistance wants to make it easier for customers to connect to the support team and get an answer to their questions.
With this instant and easy touchpoint, they have a new and valuable window into the path to purchase. It’s been a turning point for both customer success and customer retention. Next to that, the realtime feedback we’re getting from clients is extremely valuable. We’re using their insights to create content, improve our clarity and tone of voice and improve product pages.
Europ Assistance’s Customer Support Team has the opportunity to have an online conversation with over 4,000 people per month with workflows that allow them to solve problems quickly and easily.
By directing incoming chats with prospects to the right person in the team, we created a trackable new sales channel. In fact, the order value from a conversion coming through LiveChat is 35% higher than the average order value for website visitors who don’t use LiveChat.