“Klick2Contact provided a flexible and robust front-end integration and were able to work as if they were part of our digital team.” said Paul Kester of BMW UK. “Without this level of flexibility and support during the implementation process we would not have been able to deliver the service as designed by our digital agency.”
“I think what surprised us at BMW most was the percentage of customers wanting to engage with us via web chat” Paul goes on “whilst not replacing existing and established communication methods, it made and continues to make a massive contribution towards making the BMW brand as accessible as possible to our customers.”
“Another advantage of the service is that at the end of each chat or call back a specially developed survey is offered to the chat or call back user” added Paul. “This allows for a daily supply of feedback direct from the customer or potential customer.”
We have been working with K2C since March 2011. We started by implementing K2C Call-Back as a sales tool on our main website - TopShop - in Romania and following a successful trial there rolled it out to other countries so that by the end of 2011 we were using the service in Bulgaria, Poland, Latvia, Slovakia, Ukraine, Montenegro, Serbia, Bosnia & Herzegovina, Croatia and The Czech Republic. This brings the total to 11 countries.
We also expanded the service to sit on all of our other brands and websites in each country - Dormeo, Delimano, WalkMaxx, Kosmodisk, LiveActive and Shark.
Our customers use the service every day and we have consistently achieved significant extra sales as a result of K2C, with K2C sales showing an increased value over our self-serve clients as well as achieving a more than satisfactory Return on Investment.
The support and account management from the K2C team has also been excellent - whether in the initial stages with training, implementation and advice - or in ongoing help related to the addition of new brands, as we just did with LiveActive, or dealing with a completely new internet team, as just happened in Poland, or the introduction of the new Slide-Bar onto all our brands as happened last year.
K2C is an innovative and effective service which is now firmly part of Studio Moderna's customer offering.