LiveChat offers a real-time chat alternative to phone and email for Warby Parker
Company Size
1,000+
Region
- America
Country
- United States
Product
- LiveChat
Tech Stack
- LiveChat
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Brand Awareness
- Customer Satisfaction
Technology Category
- Application Infrastructure & Middleware - API Integration & Management
Applicable Industries
- Retail
Applicable Functions
- Sales & Marketing
Services
- Software Design & Engineering Services
About The Customer
Warby Parker is a transformative lifestyle brand offering designer eyewear at a revolutionary price while leading the way for socially-conscious businesses. They want to provide an amazing, well-crafted product at an affordable price ($95, to be exact), as well as an incredible customer experience. There are one billion people on earth without access to affordable eye care, so for every pair sold, Warby Parker distributes another pair to someone in need. The company offers several interesting ways to try on their merchandise. Customers can upload a photo of themselves to their digital device and “try-on” glasses using a Virtual Try-on program. Another option, the Home Try-on, allows customers to select five of their favorite frames, which Warby Parker will ship to them completely free of charge. Customers can then try them on at home for five days, get ever-important feedback from family and friends, and then ship them back once finished with no obligation to buy. Finally, customers can drop by one of Warby Parker’s stores or showrooms.
The Challenge
Warby Parker, a transformative lifestyle brand offering designer eyewear at a revolutionary price, is known for providing an incredible experience to each and every one of their customers. This involves everything from providing free shipping and free returns, to offering frame feedback via social media, to providing quick support via its customer service channels. For instance, there is a six-second phone pickup rule that ensures no client has to wait too long for an answer. However, to cater to all clients, Warby Parker decided to try out LiveChat as a form of contacting customers who prefer immediate responses without having to resort to phone or e-mail.
The Solution
To cater to all clients, Warby Parker decided to try out LiveChat as a form of contacting customers who prefer immediate responses without having to resort to phone or e-mail. It is extremely easy to use and incredibly convenient. All those customers who would like to get a quick response can connect to one of the agents at www.warbyparker.com/inquiries. One LiveChat function is of particular importance for Warby Parker. The Goal system allows them the opportunity track how big of an impact LiveChat has on their sales or support.
Operational Impact
Quantitative Benefit
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