Triples the number of customers they get in touch with

Sends a strong signal to visitors

For Lyd & Billede Specialisten, personal guidance is their top priority. That’s why they’re pleased to send a strong signal that they’re available 24/7. They’ve clearly felt how this has created value throughout the entire customer journey.

In the initial phase, Weply keeps the visitor engaged through a personal dialogue about their needs and then ensures they’re connected with a relevant specialist. While the customer is still considering a purchase or in the process of buying, they can use the chat to stay in touch. If they need to speak with someone specific, they can reach out there as well. After the purchase, there may be questions about the product, payment, or similar matters — and in those cases, they can easily reach out and be guided to the right answer.

Allowing customers to start a chat and speak with a real person at any time of day has significantly optimized the online customer experience for Lyd & Billede Specialisten.

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A tailored solution

The store owner, Laust, can clearly feel that the solution is tailored to them. In collaboration with their Customer Success Manager at Weply, they have continuously optimized and refined how they approach customers and what tone of voice they use in chat dialogues.

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“We’ve had a very good dialogue with Weply about how our customers should be handled. It’s been continuously fine-tuned, which has helped us a lot. It means, among other things, that our team is relieved, as many of the more general questions can be handled externally.”

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The result with Weply

Since implementing Weply, Lyd & Billede Specialisten has successfully transferred their in-store concept to their webshop — without compromising the personal experience and guidance that are the core of their business.

With Weply, they’re always available and manage to maintain close contact with their customers, even online. This has resulted in a tripling of the number of webshop visitors they engage with. They have also significantly reduced the number of incoming phone calls and emails and achieved a substantial increase in overall efficiency.