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Skiset success story: optimising customer service during the peak winter season

How does Skiset adapt customer service to meet seasonality requirements and achieve a 30% conversion rate with Chat.
Skiset is the leading ski hire network. Their aim was to provide online support to an international customer base and meet the demands of seasonal activity. 

cas-client-skiset_copie.pngYOU WILL FIND OUT HOW TO THEY: 

  •  Modified the strategy and the size of the customer service team to adapt to the peak in website trafic during the winter season;
  • Used Click to Chat on a multilingual website and ensured that visitors were connected with an agent who spoke their language;
  • Achieved a 30% conversion rate for visitors who were supported via chat during the winter period;

REsults: 

  • 90% customer satisfaction after a chat exchange
  • 30% of visitors who used chat become customers
  • + 20% increase in the number of contacts processed thanks to Chat

Download success story:

 
"Click to Chat support is particularly present for customers at the equipment selection stage. It is usually at this stage that we observe the highest abandonment rate."
Thomas Ducasse, eMarketing Director