I’m not sure how old I will be until I start feeling totally comfortable buying my undergarments in-person. I can only imagine how men must feel buying these kinds of presents!
It is no surprise then that VictoriasSecret.com has been the highest in sales for the Apparel/Accessories category the past two years, as ranked by Internet Retailer. Women need bras, and men know where they like to get them, thanks to the brand’s famous models featured in their free catalog and annual runway show.
However, there is a brand that really stands out for its customer service excellence. The Leonisa brand, which originates in Latin America, is the Ricky Martin Shakira Enrique Iglesias of over-the-shoulder-boulder-holders (or “sobre los hombros tenedor de rocas” – though that phrase isn’t quite as catchy in Spanish.)
Detailed descriptions and reviews grace the product page.
Naturally, Leonisa.com is seamlessly navigable in both Spanish and English. Unsure if your flopper stoppers will fit? Use the return address label provided with the packaging to easily exchange or return your item. Our mystery shoppers were impressed with the incredibly fast turnaround from the date they returned their undergarments until they received a refund on their credit card.
What if you want to wait before testing your britches? Leonisa.com boasts a generous 60-day return policy. So long as you return them new and with tags attached, you will receive a refund.
Are you a gentleman who wishes there was something like this for men? Wish no more, because Leonisa offers men’s underthings too.
Leonisa always has free shipping for orders over $50, but through 7/25 there is no order minimum at all, so there’s no better time to get all the support you need.
I was recently shopping in Victoria’s Secret last week, mulling over a lip gloss purchase (over 25 flavors to choose from!), and a sales associate approached me and asked if I wanted help. Unable to make a decision, I asked her what the most popular flavors were and she was able to help me. It was then that I made the connection between her approaching me and proactive live chats-real-time conversations initiated by the company. The smartest proactive live chats are initiated because the internet retailers have tracking software that detects when you click on a certain page or “click around” a lot on a website, which signals the customer is in “help me” mode.
Above: Tennis Express, Golfsmith, and Golf Outlets USA make it easy to find their live chat right on the homepage in the top right corner.
A recent survey conducted by Forrester Research revealed that only 5% of online retailers have proactive live chat and that 21% plan to offer this service within the next 12 months. This is no surprise given some of the perks of live chat that aren’t frequently considered:
1. Record the response ability
What did the customer support representative say again? Well, just go back and read it!
2. You can be hard-of-hearing
In order for the hearing impaired to ever get assistance from customer support, their only resort is to email the company, which could take up to several days to receive a response. In order to receive live assistance, live chat allows the hearing impaired to receive immediate response.
3. No need to turn off the music
Don’t you hate turning off a song right in the middle? Well, with live chat, you can keep listening and jamming to your favorite tunes.
4. You can do it at work
Shopping during lunch hour? Don’t want to disrupt the whole office? Using live chat can prevent disrupting those around you.
5. Plan a surprise
This is the best way to contact customer support if you’re planning a surprise or purchasing a gift for someone right around you. Your spouse doesn’t have to know you’re trying to get expedited shipping for tomorrow’s anniversary present you’re just purchasing today!
Essentially, proactive live chat offers the same experience as a sales associate assisting a distressed shopper in the store. It transitions the online shopping experience from a virtual space to the feel of a real-life space.
