Orange Luxembourg launches live shopping
Luxembourg, March 11th 2021
In order to better respond to the expectations of its customers and the evolution of their consumer behaviour, Orange Luxembourg now offers them the opportunity to make their purchases online while being accompanied by an advisor through the "Orange Live Shopping" service.
The Covid-19 pandemic has forced companies to rethink the way they operate, how they address their customers and how they advise them. Very early on, Orange Luxembourg innovated and set up several services to ensure the continuity of its activities and facilitate the shopping experience of its customers. Since the 18th of February, the telecom operator has gone one step further by offering everyone the opportunity to be accompanied in their online shopping, in real time and in a personalised manner. Orange is further accelerating its transformation towards a resolutely omni-channel business.
Combining e-commerce and live advice
Based on a solution developed by Whisbi, Orange Luxembourg has set up a service that allows users to receive live help or advice via video, call or chat, in several languages, when surfing on the operator's website. A first in the Grand Duchy.
Mustapha Rahem, Consumer Market & Online Sales Manager - Orange Luxembourg
"This is not a classic chatbot, powered by artificial intelligence. Our tool works thanks to the intervention of real people. It's an advisor in the shop - whose photo is displayed when the service is launched - who interacts directly and instantly with the customer, either by video or by phone, depending on their preferences. This way, they can better discover our products and services, without having to go anywhere."
In concrete terms, if the customer is hesitating between two smartphones, it is possible to ask the advisor what makes them different and to see them on video to see their size or color, for example. The Orange expert can also advise the customer on which mobile package, fiber offer or convergent package is best suited to their needs and finalise a subscription online.
Developing video chat sales
From a technical point of view, Orange Luxembourg relies on a video chat sales platform integrated into its website. Designed by global vendor Whisbi, this software as a service combines live video, chat, voice, web and content sharing.
Fredrik Johnsson, Chief Strategy Officer - Whisbi
"The rapid deployment of conversational selling at Orange is a great example of its commitment to its customers and its desire to meet their growing expectations for online, face-to-face interactions. We are proud to power Orange's online customer experience and provide the technology behind this indispensable service, which will accompany customers through these uncertain times and beyond."
An enhanced online shopping experience
This new service complements those already offered through the Orange With You platform. It allows customers to pick up their purchases in a shop two hours after placing an order, by appointment if they wish, or to have them delivered to their home free of charge within 48 hours. Orange Live Shopping also complements the Orange Video Shopping service launched last November. The latter allows customers to speak by phone or video to an advisor in a dedicated studio in Bertrange, the headquarters of Orange Luxembourg.
Barbara Fangille, Head of Communication - Orange Luxembourg
"These different services are very much appreciated by our customers, especially during this special time of year. Our aim, through Orange Live Shopping, is to meet their needs even better, to simplify and improve their remote shopping experience."