Live Chat improves customer online experience, increases average order value and drives sales conversion

RS Components (RS), the trading brand of Electrocomponents plc (LSE:ECM), the world’s leading high service distributor of electronics and maintenance products, has completed the global implementation of its Live Chat service, which offers help to customers when browsing and making a purchase on the RS website. Now live in 29 countries in 19 languages, the service forms a key part of the company’s strategy to add value to customers and enhance their online experience with relevant human interaction and support. With over 20,000 chats per month, Live Chat has improved customer satisfaction whilst increasing the average order value and driving online sales conversion.

Live Chat helps customers save time and money when using the RS website. The service includes both sales chats, when customers are invited to chat based on their behaviour on site, and service chats, when customers can click a button to initiate a chat themselves. It was first trialled in the UK in 2010, then extended to France and China in 2011, and, with the global rollout complete, is now live in local languages with local agents across the world.

In recognition of its innovative use of Live Chat and the exceptional speed with which the service has been implemented globally, RS was recently presented with the EMEA Business Innovation Award by LivePerson, its platform partner.

Klaus Göldenbot, Global Sales Director at Electrocomponents, said: “Live Chat is a real success story across our global business and we are receiving great feedback from our customers. We will continue to optimise our chat service whenever and wherever we operate to provide an effortless customer experience. This is a prime example of how dedicated we are in making it easy for our customers to do business with us at every stage of their journey so that we become their distributor of choice.”