Customer experience in an online environment is about service quality; how well you can meet your customer's expectations. Offering live chat service on a website has proven to be an effective tactic to attract leads and convert them into customers. Still, as an eCommerce professional, you are also painfully aware of the cost of offering real-time personal support which is why you need to continually look for ways to target your sales and support efforts more efficiently.
[A summary of a presentation titled 'Digitaalinen Asiakaspalvelu - Case Hobby Hall' held together with SGN Group (incl. Hobby Hall) at Ecommerce + ShopTech event on 14th of March 2018 in Helsinki.]