Immediately Start a Chat about your Pets – Cocoya, Lotte Home Shopping’s Pet Specialized Shopping Mall
Cocoya chose Gitple as their 1:1 live chat service. They are a pet specialized online shopping mall by Lotte Home Shopping. They opened in December 2017 to support healthy pet culture and to help SMB pet businesses with difficulties in securing distribution networks. 80% of their products are from SMB businesses, including pet products, veterinarian counseling, and pet culture information services.
As a result, Lotte Home Shopping has implemented a service improvement to focus on the growing pet market. To increase pet owners’ satisfaction, they have moved on from their existing online bulletin to introducing Gitple and renewing it to a 1:1 live chat consultation environment.
Limits of the General Online Bulletin
Before introducing Gitple, Cocoya operated up to 48 hours (weekdays) consultation service about animal behavior, training, and nutrition. Interactive communication was difficult as it was impossible to provide real-time answers. Since it took time to give quick answers, there were limitations of interactive communication and customers eventually earned little information and benefit.
Introducing the 1:1 Live Chat
After the introduction of Gitple, customers were easily able to start a 1:1 chat consult with their iPhone/Android app or mobile web. Questions and answers were available in real-time and customers were able to expect more in-depth answers.
Additionally, along with the answers, agents can recommend their business’ products through Gitple’s product recommendation feature. When a customer is having trouble choosing what product they should buy, he/she can search for keywords and get real-time recommendations. The agent can directly find the product and deliver it during the chat, so immediate marketing results can be expected as well.
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