Burker Watches has chosen to outsource the customer service of their ecommerce business to Hikari CS as its service partner. Thanks to this partnership fantastic results have been accomplished. Read more for further details!

Fixed vs Flexible costs

As with all e commerce businesses, there are no opening or closing times. Customers visit your store whenever they feel like it.

Running a successful ecommerce business doesn't mean you can just go around and hire teams whenever you need to get something done. This will definitely hurt your bottom line and ecommerce is already very competitive as it is.

That's why it's important to keep your fixed costs as low as possible, while keeping your variable costs in line with the amount of orders as much as possible.

The Challenge

When it's about fixed costs, your internal customer service team is definitely a big part of it. Luxury jewelry brand Burker Watches also faced this challenge:How can we remain competitive and still meet customers' expectations?

As an ecommerce business you're heavily investing in high quality products and marketing campaigns to acquire new customers. But once they're in, how do you keep them coming back for more without breaking the bank?

Erkan Dulkadir, CEO Burker Watches:

"Hikari CS pro-actively supporting our customers during Black Friday, really helped us convert those lingering customers."

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From New to Loyal Customers

This is where Hikari CS came in to partner with Burker Watches to fully manage their customer support to turn new customers into loyal customers and loyal customers into ambassadors.

Hikari CS added extended opening times during evenings and weekends allowing customers to get in touch with Burker Watches at peak shopping times. And not only during office hours.

With Hikari CS' pay as you go model, Burker Watches managed to offer first-class customer service without any fixed costs that normally accompany in-house teams.

This saved Burker Watches 55% versus maintaining an in-house team!

Erkan Dulkadir, CEO Burker Watches:

"Thanks to Hikari CS we're now always available to our customers whenever and wherever they need us."

Live Chat Marketing

However, Hikari CS didn't just stop there. Offering great customer support isn’t just reactively answering customer questions.

If you walk into a (great) physical store, the staff isn't just hidden behind a counter, waiting for you to come over and pay. They'll make you feel welcome and will help you with relevant advice.

This experience decides whether you will make a purchase and come back for more, or not.

In the current digital era, we can go way beyond that. Knowing Burker Watches’ current Black Friday campaign, the team at Hikari CS pro- actively reached out to new and returning visitors offering them highly personalized support with their purchases using live chat campaigns, tailored to the customer’s data and location.

This led to a 4,9% increase in sales and a 53%* increase in average order value! Amazing!

This definitely showcases the power of personalized attention in the all-digital world of ecommerce.

*Average order value for engaged customers

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Excited?

Excited about these results? Are you wondering what this could do for your ecommerce business? Contact us today to have a chat!