Case Study: Customer Service Platform Lifts ideeli's Conversion Rate

“RightNow is a great conduit to what our customers are thinking at any given moment,” Faria says. “We use the chat functionality to see in real time any issues, problems or concerns that may come up.”

Looking Ahead
ideeli sees proactive chat as the next improvement to its customer service program. Faria envisions a scenario where the retailer’s CSRs identify members who are “hunting and pecking” around the site but not converting. ideeli then initiates a chat with them to see if it can be of assistance. He believes this would provide a lift to ideeli’s conversion rate.