Case Study: AHAVA US achieves improved customer service and increased conversions with Velaro Live Chat

Improved Customer Service and Increased Conversions with Velaro

AHAVA US, a New York–based skincare retailer, needed a more powerful live chat solution to improve customer service and boost online lead generation. The vendor Velaro was selected to meet five key requirements — Magento integration, custom branding, ease of use, rapid implementation, and reporting for continuous improvement — so AHAVA US could better engage shoppers and support peak holiday traffic.

Velaro implemented Velaro Live Chat with a branded design and a three-day rollout; agents required minimal training and were live in time for the holidays. As a result, AHAVA US gained faster customer service response, a sustained increase in conversions and lead generation, and actionable insights from Velaro’s reporting to replicate successes and drive ongoing improvement.

Ahava Us

Scott Markman

Director Ecommerce