Livechat Software: Customer Angle

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You were introduced to LiveChat internally within IKEA. That's great. As a result of that decision or revelation, did you also evaluate other similar providers?

Also, it was much easier to interact with a customer who had utilized LiveChat, and we could see what they were doing with a different tool that would enable us to hold their hands. If, for example, they had to go on the website and then pick up the phone, then that agent can't see what that customer is doing on the screen, whereas we were able to do that. That's what made such a big difference. It's a little bit big brother-esque, but it was beneficial to see what our customers were doing and make sure we were making some changes to our website.

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You said 15 to 20 licenses and mentioned up front that it initially cost £1,200?

I think it was around that mark. For me, it was attractive, and there was an excellent ability to test. When we were testing for the new platform, we wanted to temporarily switch off LiveChat for a week and see what happened in terms of the new platform. Did we get better conversion than we did with the last? It was a good test, but the reality was that some people were used to the old platform, and when they got to the new platform, customers were taking a bit longer and were even contacting us saying have you changed your web platform? This looks a little bit different to me. We needed a more extended test, but ultimately I got the sales director saying you need to put LiveChat back on because we need to get the conversion rate sales back to where they were. We can tell customers that it's a new version of the web platform, but it's still IKEA, it's still the same service, and hopefully, it's quicker.

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