NIIT has recently signed up a major UK retailer, whose sales generate $650 million from its three main distribution channels of Retail, Wholesale and Licensing. It has a presence in leading department stores as well as a portfolio of their own stores across the UK, the USA, Continental Europe, the Middle East and Asia.

The company turned to NIIT to help it solve key business issues such as High Operational Costs and to help improve revenue from chat-assisted online sales.

The Retailer has many products available to consumers, so providing a solution to manage the frequent changes required on their website, whilst offering outstanding consumer support was crucial. The NIIT team has delivered a solution that provides a 7-days-a-week Web Chat Service covering Customer Services, Website Navigation Support, Up-Selling & Cross-selling, Helpdesk and Advisory Services and Query Resolution.

As a result of this successful project, the average order value for the Client has increased, leading to one of its most successful autumn sales in recent history. Helped by the fact that weekend and out-of-office customer support is now provided, overall online chat-assisted revenue has increased by as much as 44%.

The cost per Acquisition (CPA) has also been reduced due to lower operational costs and improvement in conversion.

Besides these tangible benefits, the Client’s Customer Satisfaction rating has improved significantly. A substantial reduction in abandoned transactions and improved customer interaction has contributed to this.