Case Study: bathstore achieves personalised online customer service with Vee24

Bathstore Meets Customers Online with Live Video Chat

Bathstore, the specialist bathroom retailer, wanted its online shopping experience to feel as personal as in-store service and needed to do it quickly ahead of a major campaign. The company chose Vee24 and its Live Video Chat/Live Help platform to let customers connect with a live operator online, while also supporting phone, text chat, and co-browsing.

Vee24 implemented the service on Bathstore’s website within a four-week window by outsourcing the online customer service operation to its team. The results were strong: online customers became 2.5x more likely to purchase, average order value beat target by 11%, and the service delivered an NPS of 82 versus the industry average of 28. Bathstore also reported 14/7 availability and that about 70% of interactions used video chat, helping create a more personal and effective customer experience.

Bathstore

Claire Bayliss

CMO