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iAdvize Click to Chat on Brazilian Bikini Shop

Our customers mean everything to us and Click to Chat plays an important part in us being a truly international organisation

iAdvize’s Click-to-Chat customer service solution on Brazilian Bikini Shop’s website enables the online retailer to support customers in 33 different countries and in 12 languages. As 95 per cent of the company’s business is ecommerce, the company hired customer support agents who covered a basis of 12 international languages, including Thai, Turkish and Croatian, to provide customer support.

During the summer of 2014, Brazilian Bikini Shop achieved a 91% global customer satisfaction rate after chat and a 93% customer satisfaction rate with the response time. Over this same time period, the average basket value of visitors who chat was 16% higher than those who did not.

Brazilian Bikini Shop’s main objective was to personalise the experience for its international customers, just as you would in a physical store/shop. Furthermore, Click-to-chat enabled customer service agents to speedily respond to customer queries about returns and deliveries in real-time and in the local language.

Where the agent was not able to speak the local language, iAdvize’s integrated translation tool in the chat solution enabled the agent to instantaneously translate to the local language or simply to chat in English.

CEO, Gian Marco Guatteri, adds: “The international chat solution has really helped to engage our customers on a personal level. We’re able to guide customers through the process, encourage and alert them to other products and show them that they’re really important to us. Our customers mean everything to us and Click to Chat plays an important part in us being a truly international organisation.”

Johan Guerin, head of International Development, concludes: “With iAdvize’s chat solution and integrated translator tool, your customer support agents can interact on a local level with anyone who has a query about purchases or order history. Furthermore, agents who are communicating with customers can suggest other products which complement the visitor's order. Strategic implementation of Click to Chat and its behavioural targeting engine, can allow companies to increase average basket value and customer satisfaction.”

According to iAdvize’s intel, on average, 60 per cent of visitors abandon their purchases* and 80 per cent of those online buyers believe they would have finalised their purchase if they had received direct support from an agent. iAdvize enables businesses to identify visitors in a critical situation so they can be offered support before they abandon their purchase.

For more information about Click-to-Chat at the Brazilian Bikini Shop, the case study can be found here.

Note: Brazilian Bikini Shop statistics are based on the three month roll out of the international Click-to-Chat solution in the summer of 2014. For more information, please visit: www.iadvize.com

* Based on research by TimeLiving 2011.

ABOUT BRAZILIAN BIKINI SHOP

Brazilianbikinishop.com is a Franco-Brazilian online swimwear and products seller with 95 per cent of its business transaction taking place online. During the high season, it also opens two shops as well as a show room, employs 10 people and 3 Click to Chat agents. The company is growing fast with a turnover of €2.5 million in 2013 and a 108% growth. For more information: www.brazilianbikinishop.com

ABOUT iADVIZE:

Created in 2010, iAdvize (www.iadvize.com) is a real-time online customer service solution (Click to Chat, Click to Call, Click to Video), combined with a smart behavioural targeting engine. By adding a human touch to online sales and customer service, this solution boosts conversion rates and improves customer loyalty and satisfaction. More than 1000 companies throughout Europe have chosen iAdvize. eCommerce, retail, travel, insurance, etc., iAdvize works with Toshiba, Air France, New Look, House of Fraser and Monster Worldwide.

Media contact:
Martha de Monclin
Tel: 0777 168 2434
Email: martha@bijoupr.com

Jazz Gandhi
Tel: 07920 032 740
jazz@bijoupr.com

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