WhiteAway chose to implement FocalScope because of its seamless live chat integration and email management features.
WhiteAway’s business relies heavily on online sales. Customers sometimes have need for more info on products or stock availability and as such need to be able to speak with someone qualified to answer their questions. WhiteAway realize that failure to address customer queries on the spot would lead to poorer sales. They tested FocalScope and other systems to see which product would offer the best solution.
WhiteAway needed more than just a live chat solution. They needed a system that could handle chat conversations like tickets, saving them in the system with a unique ID that can be used to look up and review conversations, at a later stage. Additionally they had outgrown the limitations of their existing email system, and required a more organized process to sort and handle the volume of incoming emails. Each email also had to be tagged with a ticket number for traceability.
FocalScope was able to address all their unique needs, right out of the box. With minimal assistance from the FocalScopes team, they were able to get the system up-and-running in no time. Their favorite feature—Live Chat—proved to be much easier to integrate than they had expected. FocalScope generated the live chat URL code, which they simply had to place in their website to get a fully functional live chat system.
Multibrand Online Utilities Webshop.
Denmark, Norway and Sweden.
WhiteAway is one of the leading Danish online utilities store with branches in Norway and Sweden. WhiteAway aims to repeat their growing success in Denmark in the rest of Northern Europe.