Livecom, a European market leader in online customer support software, recently gained two clients in Asia: L.L.Bean and Square Forest. Both companies, fairly new to the Chinese market, now use Livecom’s multichannel application to respond to their customers and increase their conversion quickly and efficiently.

L.L.Bean, a century-old American company specialized in clothing and outdoor recreation equipment, opened its first store in China three years ago. After launching its webshop in 2011, L.L.Bean’s goal for 2012 is to increase online conversion by use of social media and optimal customer care.

Square Forest, a South-African company that produces miniature, self-regulating rain forests in glass containers, was also looking for a way to increase online conversion. ‘Thanks to Livecom’s tracking module, we now know exactly where our online visitors are,’ Eyal Bafri, owner of Square Forest China, says. ‘When they seem to be in need of attention, for instance right before payment, we can invite them to join a chat conversation. This reduces the number of dropouts considerably.’

Livecom was recommended to both companies by Tribal China, an international full-service provider of internet solutions. ‘We wanted a stable and reliable partner to deal with online customer support,’ Bjorn van der Veen, Tribal China’s managing director, says. ‘Livecom had already proved its worth with large organizations, and we were particularly pleased to recommend them to our customers L.L.Bean and Square Forest.’

Thomas Knoop, Vice-President of Livecom Asia, is thrilled to be a part of both companies’ success in China. ‘We are confident that our customer support software will contribute to a substantial conversion increase.’