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Delve into research, how-tos, trends, and tips on all things messaging.
Blue Nile creates a brilliant automated
chat system and dazzles online shoppers.
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Challenges
The Blue Nile team wanted better ways to seamlessly connect online customers with their Diamond Experts to boost leads, sales—and create meaningful, memorable interactions.
Solutions
- A smarter chat design customized for the company yielded 70% more sales interactions.
- New customer-care routing system boosted conversions and high-quality lead rates.
A gem of opportunity.
Blue Nile revolutionized the luxury diamond industry with an online business model that made it possible to shop for gorgeous diamonds at reasonable prices. Ever since their founding in 1999, they’ve also put a premium on providing exceptional customer service.
In fact, Blue Nile Diamond Experts convert shoppers into buyers at 15X the rate of a website-only experience when site visitors get a chance to interact with them.
Blue Nile grabbed the huge opportunity in front of them to implement chat automations that would get customers in front of their dazzling Diamond Experts before interest dulled.
The Quiq gist: A cut above the competition.
Quiq enabled Blue Nile to:
- Grow the number of sales interactions with Diamond Experts by 70%.
- Boost successful sales transactions by 35%.
- See a 34% YTD containment rate for service-related inquiries.
- Achieve 75% CSAT on their experience.
- Create steady conversion rates with consistent, high-quality lead generation.
Webinar: Blue Nile romances customers
using chatbots and Diamond Experts.
Blue Nile Senior Vice President of Sales and Service Michael
Hopkins explains how the fine jeweler enhanced their
customer experience using chatbots, resulting in greater
customer loyalty, more sales, and fewer service calls.
Hopkins explains how the fine jeweler enhanced their
customer experience using chatbots, resulting in greater
customer loyalty, more sales, and fewer service calls.
“Enabling customers to do business with us how and when they want to is critical. Quiq helped us identify customers looking to make a purchase, so we could get them to our human team quickly. At the same time, our bot can get basic information to customers instantaneously.”
Michael Hopkins
Senior Vice President of Sales and Service, Blue Nile
Suggested reading.
Blue Nile among Newsweek’s list of Best Online Shops of 2021.
Newsweek’s list of Best Online Shops 2021, which recognizes brands that offer first-rate customer experiences, lists Blue Nile as one of the best this year. The popular magazine touts Blue Nile as providing excellent customer service online, a nod to the jewelry retailer’s commitment to communicating effectively across channels.
8 tips to improve customer retention.
While companies like Blue Nile are shining examples of how to create loyal customers online and elsewhere, customer retention is one of the more difficult aspects of retail. So, what’s a company to do? From building trust to tracking metrics, we have some tried-and-true techniques that will keep customers coming back for more.