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Godiva adds a Commerce Cubed component to its site |
| Godiva Chocolatier has
implemented live help, a key component of the eRetail Association's C3 (Commerce Cubed) strategy,
using technology from LivePerson.
Godiva, which has been online since 1995, places an extremely high emphasis on customer service in its boutiques. The company is using LiverPerson technology to extend its online customer service. Unfortunately Godiva have chosen to hide its Live Chat function inside its "Contact" page, which is less helpful for shoppers than putting it clearly on each page. We hope they see the light and put customers first soon! Godiva presently limits its live chat to customers online between 10.00am to 4.30pm USA Eastern, which seems a shame for all the chocolate lovers browsing the site for the remaining 72% of the online shopping day. Why should shoppers looking for products at 5.00pm should be considered to be less valuable than those on the site at 4.30pm? Even if live help is outsourced outside of peak hours, customers should be able to get the same services online 24x7. While this is the ideal, not all eRetailers will generate the traffic volumes or online sales to support this kind of overhead. For smaller retailers, limited live help is better than none at all. The LiverPerson implementation functioned well when we tested it, and the support staff offered knowledgeable advice on preserving chocolates. LivePerson includes the ability for CSR's to push pages to visitors, helping them to find suitable products, which was effectively used in our test. Congratulations to Godiva for getting on the road to a full C3 implementation! Voice Your Opinion!
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Updated: 17 Feb 2006 .
