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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

Dixons Carphone plc is Europe’s leading specialist electrical and telecommunications retailer and services company. Of the various Dixons Carphone brands, Currys and PC World are two that regularly experience a high volume of traffic to their websites. Dixons wanted to ensure that their customers received further support at critical decision‑making points about their technology purchases online. They knew that a live chat program was necessary, especially for their fast‑growing mobile users, so they began a search for a chat provider that supported their customer-centric values.

Dixons Carphone chose Nuance because of their partnership philosophy. Jeremy Fennell, e‑commerce director at Dixons Carphone (Currys, PC World), states, “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.”

The two companies worked together to implement the live chat solution, which leverages a patented engagement layer, offering an innovative way to deploy a chat window and any other form of digital customer engagement across the omni-channel environment. Unlike a secondary browser window that most chat programs use, the layer mimics the design of the customer’s Website and persists as consumers navigate the site so that contact, content and context are never lost.

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