Nju Mobile

Nju Mobile develops its brand image via LiveChat

Nju Mobile

Customers who had a good experience with a company are bound to spread the word, which is crucial for new brands like Nju Mobile, a telecom company and a part of Orange.

By offering instant access to information and high-touch service through chat, the company managed to boost their sales results as well as brand awareness.

“The accessibility of chat helps to answer customer questions quickly, which often encourages them to place an order before the conversation ends.”
— Anita Patla, Team Manager at CCIG
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Sales through good service

Nju Mobile is a new player on the Polish telecom market. Founded in 2013 as a part of the Orange network, the company offers telecom services that require no long-term commitment. The entire brand had to be built from the ground up through internet marketing and campaigns on social media sites.

To staff their live chat, Nju Mobile decided to use the expert services of Call Center Inter Galactica, a professional call center. By providing information on the company’s offering, agents help individual customers to choose a particular product.

According to Anita Patla, Team Manager at CCIG, they want to “reach the best possible sales results while keeping the quality of the service at a high level.” Nju Mobile decided to implement LiveChat due to positive sales results delivered by LiveChat on the Orange’s website, which also sports a live chat solution.

Visitors on the Nju Mobile website can access the help of eleven trained agents from 8 a.m. to 11 p.m. The company’s customer service is available all year round.

Nju Mobile tries to provide as much information for website visitors as possible, since an informed visitor is a buying one. “Whenever a customer can’t find a particular piece of information, a chat invitations pops up and one of our agents can answer the customer’s questions,” Patla said.

Nju Mobile team manager
Anita Patla, the leader of Nju Mobile live chat team

Since the brand is still very young, every piece of information agents provide may have an impact on potential sales. Good customer service also affects the growth of the brand via word of mouth.

To make this approach viable, Nju Mobile implemented a number of customized greetings across the site. The strategic placement of the greetings allows them to “provide help in any situation and actively encourage clients to place an order,” Patla noted. The greetings also increase the number of chats the company receives. Currently, Nju Mobile agents have around 2,000 conversations with customers each week.

Tweaking and tuning their approach

Getting good sales and customer service results wouldn’t be possible without close monitoring. According to Patla, using LiveChat you can “not only increase sales but also help team leaders to monitor the service provided by agents.”

Nju Mobile keeps an eye on their sales using the e-commerce reports available in LiveChat. These reports also help to show how effective particular agents are.

Another tool that team leaders can use to easily check on agents are post-chat surveys and chat archives. Customers fill out the survey after each chat, allowing them to comment of the received service. Surveys, coupled with a complete history of chats handled by a particular agent, provide the background needed to grade an agent.

According to Patla, all this features are very important as they “help to find areas which need a bit of work to increase the sales results generated by chat.”

An easy way to provide help

By keeping a close eye on the quality of their service, Nju Mobile managed to create a very robust implementation that will have no problem with impressing potential customers and keep them wanting for more.

“LiveChat is both agent and manager-friendly. It’s very intuitive and all the new improvements make our work much more comfortable,” Patla said. She also noted that customers often praise the accessibility and ease of use of chat themselves. “Customers can learn about current discounts they might have missed when going through the website,” Patla added.

The company looks forward to using more and more new features to improve the results of their implementation even further.

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