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Live Chat—Omni-channel customer enagement success stories

Award-winning customer service – Dixons Carphone.

Dixons Carphone ramps up its live helpdesk functionality.

Company profile

Dixons Carphone is a multinational electrical and telecommunications retailer and services company headquartered in London, UK. It was formed as a merger between Dixons Retail and Carphone Warehouse Group and operates under a number of brands across Europe.

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Dixons Carphone uses Nuance Live Chat

The Nuance approach aligns well with our objectives, as it extends beyond licensing software and focuses on continually adapting the program to maximize efficiency in order to provide our customers with the very best support and experiences online.

Jeremy Fennell
e-Commerce Director
Dixons Carphone (Currys, PC World)

Challenge

  • Provide live chat support for a high volume of customers at critical decision points
  • Provide exceptional customer engagement in a highly competitive mobile commerce environment

Solution

  • Nuance Live Chat
  • Live chat engagement layer customized to mimic the brand design
  • Live chat implemented into mobile responsive sites with customer purchase behavior merged across all devices
  • Engagement platform analyzes usage patterns for improving the online retail experience support

Results

  • 1 out of every customers presented with a chat window engages in chat
  • Preliminary results show significant number of chat customers convert

Background

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