Prijsvergelijken.nl builds customer trust using LiveChat
Company Size
11-200
Region
- Europe
Country
- Netherlands
Product
- LiveChat
Tech Stack
- LiveChat
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Customer Satisfaction
- Revenue Growth
Applicable Industries
- Consumer Goods
- Telecommunications
Applicable Functions
- Sales & Marketing
Services
- Software Design & Engineering Services
About The Customer
Prijsvergelijken.nl is an online comparison tool based in the Netherlands. The company offers its services to a wide group of individual users, from the age of 16 to 80, and companies. It aims to help consumers and companies find the best deals with complex products used on a daily basis. Customers can use the service to discover differences between certain providers and ask about the details associated with transferring their accounts. The company prides itself on its customer-centric approach, often advising customers to stay with their current provider if it's in their best interest, even if it means no revenue for Prijsvergelijken.nl.
The Challenge
Prijsvergelijken.nl is an online comparison tool that helps users research alternatives for telecom services like television, mobile carriers, and Internet services. The company also provides a way to compare various housing-related services. The challenge was to build trust among its customers and offer real, not sponsored, advice. The company wanted to give the feeling that Prijsvergelijken.nl is not a machine but a website with people. The policy is to provide the fairest possible advice, even if it means not moving, which also produces no revenue.
The Solution
Prijsvergelijken.nl decided to implement LiveChat to make quick help for customers possible. The company’s LiveChat is handled by four agents. At one time, two agents are logged in to answer chats from customers. The company also uses LiveChat to gather customer feedback and learn more about customer needs. According to Jonker, LiveChat goes a step further than Google Analytics, which only tells where the customers leave the website. LiveChat goes beyond that and allows Prijsvergelijken.nl to learn why customers leave. Popular questions can be then answered either by making a design change or by adding additional information to the FAQ.
Operational Impact
Quantitative Benefit
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