Feelunique experience a large volume of traffic through their website and are committed to creating a a truly digital, joined up user experience. To achieve this, Feelunique want to ensure that they are not only communicating with their customers at the right time but also directing each query to the right agent. A chat solution was launched to enable agents to communicate with customers in real time.
“We focus on pre sale and post sale contact types and we use a scoring system to identify where a customer is within their journey. We then use iAdvize’s targeting engine to make sure that we direct the right enquiries to the right agents on our side to best answer the customer queries” explains Tom Newbald, Marketing Director.