“It’s that interactive newness that Confer With is able to give us as a virtual platform.” – Amy Fiddler, Salon Manager
“Nordgreen’s vision is to pioneer the next wave of responsible Danish design, and the mission is to innovate and market responsible Danish design and lifestyle to the world.” – Nordgreen
Since 2017, Nordgreen has challenged design standards, as well as maintaining their commitment to solving social and environmental challenges for global communities and our planet. By becoming the first watch specialist to use connected video commerce, they are disrupting the sector and pushing Confer With to become a multi-language platform.
Nordgreen are also active across Europe and Asia, including Germany and Japan. We sat down with Head of Customer Experience, Karolina Gilyte, and Customer Success Manager, Eva Fink to discuss how they were able to seamlessly integrate into the live video commerce sector.
INCREASE IN AVERAGE ORDER VALUE
IMPROVEMENT IN CONVERSION RATES
Prior to using Confer With’s immersive platform, Nordgreen were using a live chat function to connect with their customers. However, just like other brands have depicted, a large limitation of this being used as a customer service tool was that it only provided automated responses.
Karolina said: “We are a startup company and we wanted to diversify from the rest of the competition and offer different solutions to our customers. It solves the issue of being able to get back in an efficient manner and allows you to show a product in front of a camera.”
We can now offer immediate conversation to solve queries and bring back the store influence.
Confer With’s unique platform enabled Nordgreen to offer fully customisable watches inside a video call: the customer can choose the strap material, watch face and a variety of colours. By creating an experience where products are suggested in a buy flow, it helps improve KPIs and supports the virtual team.
As Karolina explains:
“Personally, I was sceptical at first, based on the data we had with the live chat. But now, I totally love the service. I see this growing a lot with other brands out there. We have spoken about the limitations of live chats being used as a customer service tool.
Nordgreen can now offer immediate customer service tools to answer simple queries but leverage live video shopping to act as a powerful selling tool. Additionally, many customers are in favour of live video services”.
We also discussed the training Confer With provided Nordgreen’s Customer Success Manager, Eva Fink, with when using the platform. She explained:
“The Customer Success Manager was very nice and supported us throughout the entire onboarding process. They helped with the role-playing and soon we were practising amongst ourselves. They were always on call to offer guidance, especially if I had any questions! Onboarding at Confer With delivers a very hands-on approach. We have a dedicated team of people at hand to deliver workshops, role-play sessions and weekly catch-ups to ensure our customers can use our platform seamlessly”.
People can call from all over the world. They can talk one on one with any employees at Nordgreen!
When asked about her favourite Confer With feature, Eva mentioned loving being able to show the pictures of watches and the straps.
“The customers love being able to see someone where they can explain everything in detail”.
The Confer With live video shopping platform has blended customer service and sales together, which has helped Nordgreen build strong connections with their customers. It’s because of these sales that average order value and conversion rates have increased. Eva can present products in a buy flow and offer different combinations to customers. It has strengthened Nordgreen’s market position as a brand that delivers on trust, customer service and quality.