Case Study: The Net Return Australia
Case Study: The Net Return Australia
Challenge:
Increasing sales and improving customer satisfaction on their websiteSolution:
Setting up live chat service on their website to communicate with customers Results:
Sales increased by 25% and customer satisfaction hit 96%
About The Net Return
The Net Return
is the exclusive distributor for The Net Return LLC (USA) for Aust, NZ and Asia.
Over the past 19 years, The Net Return has helped many customers to play and practice their favorite sports anywhere all year round.
Challenges in business
HT Tran approached liveline when he realised the increased demand for his products online. He knew that his online store can generate more sales if only he could reach out to more customers and provide them help during the purchasing process. More importantly, HT was looking for ways to ensure that his customer experience and personalised service was never compromised.
The team at liveline worked very closely with HT during the training phase to channel through the voice of HT and his brand. FAQs were developed, and the culture of the brand was fully absorbed in under 2 weeks. The service soon became functional, and The Net Return quickly saw the results in increased sales, return customers and customer loyalty.
According to HT
“liveline agents took the time to fully understand my products and brand, which allows me to focus my energy and attention on other areas of the business knowing that my customers are in capable hands".
My local account manager is always reachable and provides regular reports to ensure I stay on-top of things and get client feedback on products.”
Since using liveline chat services, The Net Return has seen an increase of 25% in their conversion rates and an average score of 96% customer satisfaction rating.
With the reports, The Net Return can easily track the performance, see conversion goal, and improvement opportunities.
HT “I was impressed by liveline agents’ keen attention to details, quick customer response, and their passion to help customers”.
They are happy with our services, and we wish them many more years of success!
