B&H Implements Customer Contact Solution For Its Comprehensive Web Site
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B&H Photo-Video Pro-Audio, Inc., is the world leader in retail distribution of photo, video, digital, and pro-audio production gear. Known as "The Professional's Source," B&H has been in business for more than 25 years and relocated three years ago to their present mid-Manhattan location which includes a state-of-the-art 35,000 square foot SuperStore.
As Sam Goldstein, CEO for B&H explains, "Our way of treating customers, our focus, our experienced professional staff — that's what keeps our customers coming back." In 1999 B&H launched its e-commerce site as another way to reach out to its worldwide customer base and to give customers 24-hour access to B&H's extensive resources. "One of our main concerns was to offer online customers the same quality experience offered to store and phone shoppers," Mr. Goldstein reports.
"Mail order was how B&H initially broke into a national market," Gary Eisenberger, B&H's Director of E-commerce Operations explained. "Our web site features more than 160,000 items, and we try to have as much information as possible online. Our customer base ranges from professional photographers to start-up students to people looking to buy a very special item for that special imaging problem." He further explained that B&H needed an immediate solution, and implemented a hosted system soon after launching the e-commerce site. Unfortunately, the initial environment was fraught with problems, including unexpected disconnections and other customer-unfriendly problems.
"It was a nightmare," Moses Blum, IT Director, reported. "I never want this to materialize for any B&H customer ever again. We launched the chat to serve as a tool to give a personal touch to our customers, not to alienate or offend them."
That's why Blum requires a customer contact solution with Web chat functions that don't suddenly fail. That's why he chose eOn.
As Blum states plainly: "It works!"