THE CHALLENGE
When Lyd & Billede Specialisten decided to expand their concept to the internet, they wanted to stay true to their long-standing values of personal advice and individualised service in retail.Before Weply, they faced a challenge: when potential customers visited their webshop, they could browse aimlessly with no one available to assist them. There was simply no one to contact or serve them.As owner Laust Nielsen puts it; at Lyd & Billede Specialisten, they would never let customers wander around their physical store without asking if they need help. So why do it online?
THE SOLUTION
Weply was a strong match to solve their challenge and fulfil their wish to be personally available online. With Weply, they are now personally accessible to potential customers 24/7 on their webshop, ensuring they don't miss out on sales outside of opening hours. Weply's agents handle the initial conversation on the website and make sure that visitors are connected with the right specialist, whether in TVs, hi-fi, or other areas. The business takes initiative for its customers online and delivers a high level of service, just as they do in their physical store.
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 conversation 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 conversation 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 conversation and speak with a real person at any time of day has significantly optimised the online customer experience for Lyd & Billede Specialisten.
A TAILORED SOLUTION
Owner Laust can clearly feel that the solution is tailored to them. In collaboration with their Customer Success Manager at Weply, they have continuously optimised and refined how they approach customers and what tone of voice they use in conversations.
THE RESULT
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.
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