Case Study: DFS achieves higher online sales and customer satisfaction with Vee24 live video assistance

DFS – Sofa retailer offers real-time live video assistance to online shoppers

DFS, the UK sofa retailer, wanted to bring its in-store level of personal service to online shoppers buying big-ticket items. Customers researching or purchasing sofas online needed faster, more personalized support than text chat alone could provide, so DFS looked for a live video assistance solution from Vee24.

Vee24 implemented a cloud-based live video, voice, text, and co-browsing platform that let DFS advisors connect with shoppers in real time and guide them through the buying process. The results were strong: DFS reported incremental online sales, outstanding customer satisfaction, and a Net Promoter Score of 90 for video-assisted transactions, the highest of any channel. Video-assisted appointment bookings also produced an 85% conversion rate, with higher average order values than phone or self-serve online orders.

DFS

Graham Mould

Web Sales Director