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Lands' End adopts Vee24 video-engaging technology

06
Oct '10
Lands' End launched Lands' End Live, a revolutionary new online video chat tool that pairs state-of-the-art technology with Lands' End's legendary customer service, in conjunction with National Customer Service Week. A simple click of a button brings a personal shopper right to the landsend.com user's computer screen for real-time assistance. The launch makes Lands' End the first apparel retailer nationwide to offer customers a video chat option – and adds another industry first to its repertoire.

Lands' End Live, featuring technology exclusive to Lands' End, gives online customers the opportunity to see and talk to a Lands' End personal shopper who can navigate the site, provide product recommendations and compare merchandise. With thousands of product samples at their finger tips, the personal shoppers will be able to show customers a variety of products – demonstrating product features and functionalities, and sharing details about merchandise colors and patterns.

"Establishing personal connections with our customers has always been an important part of who we are at Lands' End," said Joan Conlin, vice president of customer care services, Lands' End. "In the wake of National Customer Service Week, we are thrilled to be able to offer our legendary customer service in new and innovative ways. Offering our landsend.com users real-time, one-on-one personal shopper assistance makes online shopping even more efficient and enjoyable."

The Future of Customer Service
When a customer chooses the Lands' End Live Help button, located on the customer service pages, the site will launch a brief welcome video. For more information about how video chat works, customers can select the Find Out More option. To begin the live video chat, customers can click the "Help Me Now" button located at the bottom of the browser window.

Brief video prompts will launch in a variety of scenarios to assist Lands' End Live users and ensure they are having the best customer experience possible.

Landsend.com users who launch the live video chat can choose to communicate with the personal shopper via voice chat, where they can use their headset or computer's built-in microphone and speakers or keyboard/text chat, where they type their questions using their computer keyboard. Additionally, shoppers can provide their telephone number and a personal shopper will call them directly. Lands' End personal shoppers can demonstrate product features and details, as well as help navigate the Web site regardless of the chat option selected.

Lands' End Experts Ready to Chat
The one-way live video chat option will be available on Monday, October 4, to shoppers at landsend.com/customerservice and landsend.com/outerwear. Lands' End personal shoppers and outerwear experts, based in Dodgeville, Wis., – an area familiar with outerwear and cold weather – will be on hand to demonstrate product features and offer first-hand insights and suggestions on outerwear selections.


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