Jerome’s Furniture sees 10x times better conversion after implementing LiveChat
Customer Company Size
Large Corporate
Region
- America
Country
- United States
Product
- LiveChat
Tech Stack
- Google Analytics
- LiveChat iOS and Android apps
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Revenue Growth
- Customer Satisfaction
Applicable Industries
- Retail
Applicable Functions
- Sales & Marketing
Services
- Software Design & Engineering Services
About The Customer
Jerome’s Furniture is one of the largest furniture retailers in Southern California. Founded in 1954, the company has shops in twelve locations, including San Diego and Los Angeles area. The company is known for its very fair approach to business: they keep the same, low prices on their furniture and mattresses. When typical businesses offer low prices during select time periods only, Jerome’s keeps the prices low all year round. According to Scott Perry, Director of Ecommerce at Jerome’s Furniture, 75% of their customers come to their website to find a new piece of furniture.
The Challenge
Jerome’s Furniture, one of the largest furniture retailers in Southern California, wanted to improve their customer engagement and experience. With 75% of their customers visiting their website to find new furniture, the company saw the need to reach out to their customers online. They wanted to answer customer queries right at the time they were doing research. The company aimed to see a lift in online conversions in both Ecommerce sales, and non ecommerce conversions like ‘Click to call’ or ‘Click to get Directions’.
The Solution
To improve customer engagement and experience, Jerome’s Furniture implemented LiveChat. The company’s LiveChat is manned by 2-4 agents, seven days a week. Customers can come to the Jerome’s website any time between 7AM and 11PM to ask questions and get advice on buying furniture. All agents chat with customers from stores while also attending to on-site sales activities. Staying on premises allows the agents to quickly provide undecided customers with additional photos of particular pieces of furniture via the LiveChat iOS and Android apps. A quick photo from an agent helps to dispel any doubts a customer might have and opens up the road to a sale.
Operational Impact
Quantitative Benefit
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