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___ Success Story

Leading French telecomm equipment provider supports 1,000 site visitors every month

Onedirect
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Onedirect
iadvize logo

Since its creation in France in 1999, Onedirect has greatly enhanced their e-commerce strategy and now operates in Spain, Italy, Portugal, Germany, and the UK. With a turnover of €30 million, a third of which is generated online, Onedirect is now France’s No. 1 professional telecomms equipment distance selling company.

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CHALLENGE

Give B2B visitors advice and support with an innovative online solution

Traditionally, B2B players often lag behind B2C when it comes to innovation. Onedirect, however, has always sought to break this mold, even if it involves taking risks with new solutions.

When customers choose a technical product, they require assistance and guidance. The same goes for visitors who are looking to buy telecomm equipment like headsets, desktop phones, telephone systems, conferencing systems, and more.

To prevent technical questions from blocking a sale, Onedirect was looking for a cutting edge solution to complement its existing email and telephone communication channels and enable visitors to immediately contact a sales representative at the right time and in the right place.

If we want to innovate, we have to take risks—a successful B2C solution doesn’t always work in B2B.
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SOLUTION

Give professionals support and advice via click-to-chat and click-to-call

After thoroughly testing and validating the live chat communication channel for two years, Onedirect decided to implement the iAdvize click-to-chat solution, beginning with a pilot on its Italian website. Delighted with the results, Onedirect rapidly deployed the click-to-chat feature on all its European websites in order to convert new customers through this new communication channel. They saw such great success that they subsequently implemented click-to-call functionality for greater reach.

Four sales agents, responsible for managing all outgoing calls and leads, now work solely with the iAdvize solution. They have excellent product knowledge combined with a real feel for customer service and sales. The decision-making processes of very small businesses and SMBs are often longer than in B2C, and Onedirect’s sales agents are sometimes contacted by several departments within the same company before a sale is closed.

With an average handling time of 12 minutes for a click-to-chat conversation and up to three chats handled simultaneously, the click-to-chat channel generates considerable cost-per-contact savings. The Onedirect sales agents working solely on the iAdvize solution handle 80% of customer contacts with click-to-chat and 20% with click-to-call.

All these customer contacts created through live chat and click-to-call are handled from the iAdvize Conversational Desk. From here, customer service agents can see site visitors’ browsing behavior and history on the website in real time as they support and advise via chat or free callbacks. 
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RESULTS

Real-time assistance that satisfies and converts

🛒
1000+
site visitors assisted every month
⚡️
10%
increased post-chat conversion rate
😍
90%
CSAT after a conversation
The click-to-chat and click-to-call solutions provide an ideal complement to email and phone. Every month, we advise an additional 1,000 website visitors thanks to these channels.
Adrien Velter
Marketing & e-Business Manager