Business Goals

To improve customer service, Eucerin has developed a live chat with LoyJoy.

The chat allows customers to communicate directly with a Eucerin agent.

The agent answers questions about Eucerin and the individual products.

If no agent is available, users can enter their e-mail address directly in the chat and will be notified when a new answer is received.

Results

The live chat has significantly improved user interaction and created a quick response option for product enquiries.

The option of receiving notifications when new answers are received has further optimised the service so that users do not miss any answers.

Watch the Case Video