Success Cases
Eucerin Live-Chat
To improve customer service, Eucerin has developed a live chat with LoyJoy – enabling direct communication and professional skincare advice for customers.
To improve customer service, Eucerin has developed a live chat with LoyJoy that gives customers a direct, personal exchange with a Eucerin live agent, instead of leaving them alone with their questions about products and skincare.
Initial Situation
Customers previously lacked a direct, personal channel for questions about Eucerin and its individual products. The goal was a chat that still works even when no live agent is immediately available, so that no question goes unanswered.
Solution Concept
The live agent answers questions about Eucerin and the individual products personally and competently. If no live agent is immediately available, users can enter their e-mail address directly in the chat and will be notified when a new answer is received, so that no enquiry is left unanswered.
Results
- Significantly improved user interaction, thanks to direct, personal contact with customers
- Quick response option for product enquiries
- E-mail notifications for new answers, so users do not miss any answers even when no live agent was immediately available