RS Components has completed the global implementation of its Live Chat service, which offers help to customers when browsing and making a purchase on the company’s website. Now live in 29 countries (including South Africa) and in 19 languages, the service forms a key part of the company’s strategy to add value to customers and enhance their online experience with relevant human interaction and support.
With over 20 000 chats per month, RS says Live Chat has improved customer satisfaction whilst increasing the average order value and driving online sales conversion. The service includes both sales chats, where customers are invited to chat based on their behaviour on site, and service chats, where customers can click a button to initiate a chat themselves. It was first trialled in the UK in 2010, then extended to France and China in 2011, and, with the global rollout complete, is now live in local languages with local agents across the world.
In recognition of its innovative use of Live Chat and the exceptional speed with which the service has been implemented globally, RS was recently presented with the EMEA Business Innovation Award by LivePerson, its platform partner.
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