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MedTech company supporting customers with an easy-to-use solution in every step of the buying journey

Industry

Countries

Germany, Austria, UK, US

higher average order value

online conversion rate

Challenge

Hearing aid is a complex product category that requires support in both finding and purchasing the right device, especially online. Our client needed a way to personally support the customers throughout their buying journey.

Guided shopping via online advice on your website.

Bring the in-store experience online. Just like in a physical store, consult one-on-one.

Within the web widget, the customer can enjoy engaging conversations both in chat and via call. Different chat functions enable the exchange of messages, files, videos, pictures, and GIFs. Also, the customer can schedule a call with an expert at their own convenience. An overview of the expert's availabilities allows for seamless scheduling. Shortly before the call both parties can join.

Solution

Our client can now give advice, support and sell to their customers from a single point of contact:

  • give expert advice directly on the website via chat, (video-) calls and screen sharing
  • connect customers with different teams for each step of the process - from a hearing aid acoustician to sales and service teams
  • help customers fill the basket
  • collect and analyze customer data and conversations history from each touchpoint

Guided shopping via online advice on your website.

Bring the in-store experience online. Just like in a physical store, consult one-on-one.

Within the web widget, the customer can enjoy engaging conversations both in chat and via call. Different chat functions enable the exchange of messages, files, videos, pictures, and GIFs. Also, the customer can schedule a call with an expert at their own convenience. An overview of the expert's availabilities allows for seamless scheduling. Shortly before the call both parties can join.

Results

Our client brings their in-store consultation services online. It covers the full customer journey with the right expert in each step and improves the quality of discussions. Our client uses AMAZD as an essential all-in-one tool for consulting and staying in contact with their customers.

“Customer focus has always been our number one priority. With AMAZD we are now able to bring the quality of in-store consultation to the online world.” 

CMO
MedTech Company

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