Case Study: Forever New boosts conversion and customer satisfaction with Powerfront INSIDE

Forever New increases conversion and customer satisfaction with INSIDE

Forever New, one of Australia’s fastest-growing retailers, wanted to bring its award-winning in-store service online while supporting two new website launches across Australia and New Zealand. To do this, the company needed an intuitive live chat solution that would help customers navigate the new sites, answer questions in real time, and improve the overall shopping experience.

Forever New implemented Powerfront’s INSIDE platform and “Chat to a Stylist” program, giving sales associates access to customer data such as browsing behavior, cart contents, purchase history, and buying habits. With Powerfront, Forever New achieved a 4.5/5 customer satisfaction rating, a 3% annual lift in overall web sales, a 50% reduction in customer service email volume, and conversion gains including one in five chat customers purchasing and a 37% higher conversion rate versus engaged users who did not chat.

Forever New