Case Study: John Smedley achieves 40% revenue growth with WhosOn live chat

John Smedley - Customer Case Study

John Smedley, a 225‑year‑old leader in fine knitwear retail, needed to drive additional online revenue while enhancing customer service and preventing shopping cart abandonment. The company required a high‑caliber live chat solution that could monitor visitor behaviour in real time and provide historical analytics to support ongoing site optimisation.

They deployed WhosOn’s advanced live chat suite on a trial basis, which quickly scaled as demand grew (chat agents doubled). Proactive engagements and real‑time tracking reduced abandonment and improved support, driving a 40% increase in online revenue and shifting customer contact toward live chat.

John Smedley