IKEA France Implements Oracle® Live Help On Demand to Optimize the Customer Experience Online
Interactive Assistance Helping Retailer to Connect with Customers and Grow Online Sales and Support
Redwood Shores, Calif. – Oct. 18, 2011
IKEA France, the country’s largest home furnishings retailer, is using Oracle® Live Help On Demand to support millions of users that visit its website IKEA.fr each year by enabling a more connected, responsive experience online.
IKEA implemented Oracle Live Help On Demand to help generate higher conversion rates, increase the average basket size and reduce drop out rates from visitors to IKEA.fr.
With its online chat capabilities, Oracle Live Help On Demand is enabling Ikea’s ecommerce operations to deliver more personalized, interactive assistance to help grow online sales and increase customer satisfaction.
Oracle Live Help On Demand is offering customers the opportunity to communicate interactively with IKEA employees, driving a faster response to their questions - which facilitates sales or reduces the stress of after-sales service.
The results of a survey conducted by ATG in October 2010, prior to its acquisition by Oracle, revealed that European customers were frustrated by the poor quality of service when making purchases online. With 5,000 European consumers responding to the survey, 51 percent cited difficulties in contacting retailers as one of the main sources of frustration when shopping online. By delivering personalized live assistance to each visitor directly from any online channel, Oracle Live Help on Demand resolves this key concern.
“We were looking for an effective, easy to use and reliable solution to help increase our online sales,” said Franck Maridet, Ecommerce Manager at IKEA France. “In addition, we wanted a solution that provided flexibility in managing and interacting with our customers, supporting a strong user experience. Oracle offered the solution to help us better serve our customers.”
“We are pleased to support IKEA France’s ecommerce strategy and to help this dynamic company achieve its aggressive growth targets,” said Will O’Brien, Vice President EMEA, Oracle Retail. “We are committed to working with innovative retailers like IKEA France to help optimize their operations and connect their customer interactions to provide that differentiated experience that meets consumer needs and expectations now and in the future.”
Oracle provides retailers with a complete, open and integrated suite of business applications, server and storage solutions that are engineered to work together to optimize every aspect of their business. 20 of the top 20 retailers worldwide - including fashion, hardlines, grocery and specialty retailers - use Oracle solutions to drive performance, deliver critical insights and fuel growth across traditional, mobile and commerce channels. For more information, visit our Web site at http://www.oracle.com/goto/retail
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