Case Study: VPS Underfloor Heating achieves faster customer service and prioritizes high-value orders with Olark

How the ecommerce supplier leverages live chat and WooCommerce to help close the sale

VPS Underfloor Heating is a Scotland-based ecommerce supplier of commercial and home heating that operates with a lean, three-person customer-facing team and serves about 60% business customers and 40% end-users. They were struggling with simple queries clogging phone lines and email, which diverted time from high-value orders and relationship-building with key clients.

By adding Olark live chat with the Cart Saver WooCommerce integration (plus contact forms and transcripts), VPS can see customers’ carts in real time, answer quick questions faster, and nudge browsers with targeted help or small discounts. The result: fewer routine calls and emails, more time spent converting large orders, smoother customer handoffs, and preserved personalized service that boosts conversions over time.

VPS Underfloor Heating

Davis James

Digital Marketing and Sales Assistant