Case Study: Signet Jewellers achieves personalised online customer experiences and increased sales with WhosOn

Signet - Customer Case Study

Signet Jewellers, the largest specialty jewellery retailer across the US, UK and Canada with 3,600 stores and eight brands, needed to replicate the personalised, in-store customer experience online. The challenge was to provide real-time, bespoke support for website visitors — including out-of-hours service — while enabling agents to work remotely.

WhosOn’s live chat, enhanced for remote use and integrated with a ticketing system, gave Signet instant, personalised communication on the website and allowed experienced agents to service customers from home. The implementation improved customer engagement and sales, kept interactions consistent with the brand, and — supported by a UK-based project team — helped Signet maintain a true omni-channel offering.

Signet