Mobile chat improves engagements and conversions for a growing mobile customer base.
Total Gym is the star product of American Telecast, one of the leading consumer product and direct-marketing companies in the world. Total Gym continues to be one of the top-selling, best- known home fitness products on the market today. They have partnered with Nuance since 2009 (then, TouchCommerce) in delivering personalized, live customer interaction on the Total Gym Website. Through the benefits of customized agent training, personalized partnership and customer insights, Nuance has been able to produce conversion rates that are 4 to 5 times higher than without chat or self-serve.
Even with the success of the Total Gym/Nuance partnership, the customer landscape is always changing for any company. Total Gym began seeing that more and more of their customers were watching their infomercials while surfing the internet on their smartphone or tablet. In fact, they were experiencing a 177% increase in traffic with tablets. The logical thing to do was to make Total Gym’s customer engagement optimized for mobile devices, addressing the mobile user’s unique shopping style and communication needs. Therefore, in mid-2013, Nuance began Total Gym’s mobile transformation with Live Chat and Automated Guides.