Case Study: Schuh achieves store-level ecommerce conversion with Vee24 live video help

Schuh uses live video help to bring in-store conversion rates to its ecommerce channel

Schuh, the leading UK footwear retailer with 100+ stores and a strong ecommerce presence, wanted to extend its personalized in-store service to online shoppers while also deflecting phone calls and improving consistency across channels. To do this, Schuh turned to Vee24 and its live help solution, adding live video assistance and co-browsing to its website.

Vee24 implemented VeeStudio for live voice, video, text, and co-browsing support from Schuh’s contact center, helping customers find products, review pages, and complete orders. The results were strong: nearly half of call center interactions were handled through live help, conversion rates matched store performance, customers converted up to 4x more in assisted sessions, average order value rose 10%, and live help achieved an average NPS of 85%.

Schuh

Sean McKee

Head of Ecommerce and Customer Services