Discounteo Increases Sales and Customer Loyalty with VirtuOz Virtual Agent


Share on LinkedIn

San Francisco – May 6, 2010

The Discounteo e-commerce site in France experienced amazing results after
deploying a virtual agent to help its customers purchase household
appliances, electronics, and high-tech products. This VirtuOz agent was
originally designed to reduce customer requests and control support costs,
but delivers other positive user metrics. The agent has affected user
behavior by increasing page views by 2.5 times, multiplying the times users
spend on the site by 4 times, and enhancing the size of the average shopping
cart by more than 30 percent. “Within the first year of launching our
business, we decided to integrate an intelligent virtual agent,” said Daniel
Broche, CEO of Discounteo. “This powerful solution is 100 percent consistent
with our Internet business. It enables us to ensure round the clock service
availability, while helping to increase our online revenues. In addition,
the VirtuOz solution is a real source of client feedback which allows us to
be proactive and constantly listening to their needs.”

Discounteo’s strategy for success is based on 100% customer satisfaction,
and the virtual agent helped to strengthen the company’s customer service
offerings by:

* Providing efficient, friendly online customer service to address
customer requests, while freeing live customer service advisors to focus on
more complex issues
* * Improving the performance of the website by increasing
conversion rates and online sales
* * Enabling visitors to communicate with the company through
the agent, gathering feedback and suggestions

The virtual agent is directly connected to Discounteo’s back office,
enabling it to instantly track and notify customers concerning their orders.
If the customer questions are more complex and require a live agent, the
virtual agent escalates customers to the right person in customer service.

Unlike some virtual agents, which only exist on a help page, the Discounteo
virtual agent plays a more strategic role and is available on every page of
the website to provide visitors with immediate help at anytime. This has
affected where users interact with the agent, with 65 percent of
interactions occurring on product pages, 25 percent on the “contact us”
page, and 10 percent on the homepage. Discounteo has measured significant
benefits in both customer experience and revenue.

“By providing users with a virtual agent on all pages, the agent can
accompany visitors throughout their journey to purchase,” said Broche. “We
answer questions and collect suggestions to help reassure potential buyers
and reduce the attrition rate.”

Through conversations managed by the virtual agent, the number of pages
viewed has increased 2.5 times and time spent on pages has increased by 4
times. This increased product visibility and customer retention on the site
directly impacted sales Discounteo, which has increased the average shopping
cart size by 30 percent.

Through this constant interaction with customers, Discounteo was also able
to identify shortcomings on the site because of users saying they were
having validation issues with certain browsers. Discounteo was able to
identity and fix the problem within 24 hours. The virtual agent can also
reassure customers at any time during the order process. Unlike a search
engine, the agent has a system of escalation that can switch over to a
counselor for more complex questions and issues.

The virtual agent is also available on Facebook, where it has more than 5400
fans who receive promotional offers. Discounteo is also considering the
integration of live chat with its virtual agent to provide a better user
experience when customers need to speak to a live customer support agent.

About VirtuOz

VirtuOz was founded in 2002 and offers next generation advanced computing
and linguistic virtual agent solutions that enable enterprises to assist
their customers in an automated fashion. This results in not only a superior
user experience and greater customer satisfaction, but it also reduces the
number of issues submitted to a company’s support/sales staff. Now with over
40 clients worldwide, such as eBay, SFR, H&R Block, and L’Oreal, VirtuOz is
the leading provider of virtual agents for the Fortune 2000.

News Editor
CustomerThink offers a free news posting service for press releases relevant to our community. To submit your press release to our news editor, send an email to [email protected] with the press release headline and main content in the email subject line and body, respectively. That's it! Approved press releases will appear in our news category within one business day of submission.


Please use comments to add value to the discussion. Maximum one link to an educational blog post or article. We will NOT PUBLISH brief comments like "good post," comments that mainly promote links, or comments with links to companies, products, or services.

Please enter your comment!
Please enter your name here