Is your CX ready for takeoff?
Samsung is a Fortune Global Top Company and one of the largest producers of electronic devices worldwide. From mobile devices to home appliances to medical equipment, Samsung provides the tools people need to lead happier, more productive lives.
To deliver exceptional, personalized experiences for the thousands of customers who visit Samsung’s website in Spain, the team relies on Acquire. With Acquire, Samsung can easily engage customers online, quickly answer questions or address concerns, and eventually guide buyers through the purchasing process.
Acquire has helped Samsung to engage with their online customers and help them with questions they have on products and take them through the buying cycle to drive sales of existing and newly released products.
It became obvious to the time-strapped Samsung team that they needed another way to communicate with their customers online. With Acquire’s live chat, customers can reach out with questions and concerns without having to pick up the phone or score for resources. Because agents respond almost instantly, customers move through the purchasing journey quicker, reducing the chance they’ll drop-off along the way.
Implementing Live Chat in an e-commerce environment allowed Samsung to:
– Provide better customer support
– Boost sales
– Improve customer experience
– Reduce delays in serving customers
To drive online sales, the team at Samsung built a campaign that sends targeted messages to customers based on their behavior on the website. For instance, when customers who view new products online, they might receive an automated message that gives additional details about the product, answers FAQs, or reminds them to complete the purchase.
Online sales is a key metric for the team, so it was imporgtant for them to track how chats converted into sales and how sales representatives performed. With Acquire, the team can track conversion from message to purchase and see directly the impact of breaking down barriers between Samsung and its customers.
To communicate with thousands of customers who visit the Samsungs website in Spain, Samsung relies on Acquire. From creating conversations and providing a more personal experience for each customer,...Read Story