Case Study: WhiteAway achieves higher conversions and customer satisfaction with FocalScope

WhiteAway scales up their online business with FocalScope

WhiteAway, a Danish e-commerce retailer of white goods and household appliances, needed a better way to respond quickly to customer questions, manage growing email volumes, and keep track of conversations across channels. The company turned to FocalScope live chat and helpdesk tools to support its online sales and customer service operations.

FocalScope implemented quickly and gave WhiteAway live chat, form templates, and automated email routing and queues to streamline support workflows. The result was a 47% productivity improvement, a 30% increase in customer satisfaction, and stronger website conversion rates, helping WhiteAway scale its multi-brand customer service across the Nordic region.

Whiteaway

Esben Aabenhus

Chief Executive Officer