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Prijsvergelijken.nl builds customer trust using LiveChat
适用行业
- 消费品
- 电信
适用功能
- 销售与市场营销
服务
- 软件设计与工程服务
挑战
Prijsvergelijken.nl is an online comparison tool that helps users research alternatives for telecom services like television, mobile carriers, and Internet services. The company also provides a way to compare various housing-related services. The challenge was to build trust among its customers and offer real, not sponsored, advice. The company wanted to give the feeling that Prijsvergelijken.nl is not a machine but a website with people. The policy is to provide the fairest possible advice, even if it means not moving, which also produces no revenue.
关于客户
Prijsvergelijken.nl is an online comparison tool based in the Netherlands. The company offers its services to a wide group of individual users, from the age of 16 to 80, and companies. It aims to help consumers and companies find the best deals with complex products used on a daily basis. Customers can use the service to discover differences between certain providers and ask about the details associated with transferring their accounts. The company prides itself on its customer-centric approach, often advising customers to stay with their current provider if it's in their best interest, even if it means no revenue for Prijsvergelijken.nl.
解决方案
Prijsvergelijken.nl decided to implement LiveChat to make quick help for customers possible. The company’s LiveChat is handled by four agents. At one time, two agents are logged in to answer chats from customers. The company also uses LiveChat to gather customer feedback and learn more about customer needs. According to Jonker, LiveChat goes a step further than Google Analytics, which only tells where the customers leave the website. LiveChat goes beyond that and allows Prijsvergelijken.nl to learn why customers leave. Popular questions can be then answered either by making a design change or by adding additional information to the FAQ.
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