Case Study: Sytner Group achieves higher online conversions and customer satisfaction with Vee24 Video Chat

Sytner provides excellence in customer service with Vee24 Video Chat

Sytner Group, the UK prestige car retailer with 140 sites, wanted to extend its dealership-level customer service to online shoppers who increasingly begin research on its website, often outside normal hours. To meet these needs, it partnered with Vee24 and launched Sytner Live, offering real-time video chat, text chat, and email support to engage customers earlier in the buying journey.

Vee24 implemented and manages the outsourced service, including co-browsing and strict SLAs to route enquiries quickly to dealerships. The result has been strong commercial and customer-service impact: 35% of online engagements convert to test drive leads, average NPS is 85, and 44% of enquiries now come in between 6pm and 10pm, proving the value of Vee24’s out-of-hours support.

Sytner Group

Natalie Parkes

Sales Development Manager JLR