Case Study: Granngården boosts conversion and deflects email with Vergic Engage

Successful online retailer boosts customer service and conversion with Vergic Engage

Granngården, a large Scandinavian retailer with 112 stores in Sweden and a growing e-commerce business, faced a sharp increase in online traffic after launching a new pickup-in-store delivery model. To handle the higher demand and improve response times, the company turned to Vergic and its Engage Platform, adding proactive digital chat as a new customer service channel.

Vergic implemented the Vergic Engage Platform to support proactive chat in checkout and on contact pages, helping Granngården reduce drop-offs and deflect email inquiries. The results included a 26% conversion rate when proactive help was offered, 40% email deflection, faster response times, higher first-contact resolution, and improved customer satisfaction.

Granngården

Chérie Dahlin

Customer Service Manager