How CAS increased sales
by 200% with video calls
Introduction
Founded in 2008 in Toronto, Canada, Canadian Appliance Source
is a forerunner retailer of modern kitchen and home appliances inCanada. The company started with one showroom (which quickly
grew into seven showrooms), with the concept of being an online
business.
CAS has always been focused on online sales, as customers
usually come into the showrooms to look around and then go toCAS started
using LiveChat

2018

the internet to research the products.
In the past, customers used to rely on the sales person to provide
all the information. Now, the customer is in the driver’s seat – they
can get the information themselves and bring that informationback into the showroom. The role of the salesperson now has
actually changed. They’re there to validate the information thecustomer already has.

2019

COVID-19 struck
and CAS’s online
business flourished

Having that in mind, the company worked on having one of themost up-to-date websites for customers to discover theirproducts. For a lot of people, as far as information and theavailability to shop on it go, it’s the best website in Canada.
With the expansion and growing website traffic, CAS started
looking at how to capture online customers and create a lasting

CAS continued to growand expand during aworldwide pandemic

2020

relationship. The team decided that once the customer came on
their website, a qualified expert should be guiding them throughthe shopping process. That’s how Canadian Appliance discovered
LiveChat.
Once the company started using LiveChat, they aimed to find a2021

CAS started
using SnapCall

solution to be able to start a voice or a video call inside the chat,and create a live product demonstration. As Canadian Applianceteam remembers, they’ve tried many different platforms, but
none of them was providing a live and interactive experience theywanted to create.

“Then we met SnapCall, and in conjunction with LiveChat they provided us with a solution, andcontinue to build this solution for us, taking it to the next level where it’s a seamless integration.
The customer comes to the website and sees the products, then we create a relationshipthrough chat, then engage into a voice or a video call, and do live product demonstrations.”

Terry Robar
President of Sales1

FactsFounded in2008
Headquarters
Toronto, CanadaIndustry
RetailTotal employees
450
Sales team
250
Products
Retail Speciality Appliances
Chats per month
205.000
Video calls per month
6.000
2

The Results
Sustaining growth in the midst of
the pandemic
Together with LiveChat, SnapCall provided a COVID era solution, tackling thechallenges of recreating a live shopping experience online. CAS now has asustainable way to provide great purchasing experience and continue togrow, no matter the challenges that emerge within the journey.
“Any appliance is a fairly expensive purchase, so the look and feel of aproduct is really important for the customer. But in a lockdown there’s noway to show people how the fridge doors open, how it functions. Using
SnapCall with LiveChat has provided us with the solution to go forward inthis era of COVID.”

Reassuring hesitant buyers withvoice and video call
Canadian Appliance knows what it takes to provide an exceptional shopping
experience and ensure online customers finalize their purchases.
“To make a purchase on a website, you have to have confidence in the company.
When you switch to a video call, people actually know you are in a showroom and they
see that you’re an appliance specialist. That’s the important part. Talking to actual real
people from the local community at a local store, really drives home that sense ofsecurity for purchasing. Giving that strong visual message is what we’re looking for.”

Leveraging voice call and video call
to close sales in a single interaction
Before starting to use SnapCall one of the biggest challenges that CAS team
had was obtaining credit card numbers and actually making the sale.
“We used to have to get the customer’s phone number over the chat, dial
the phone number and wait for the customer to pick up. The goal was to beable do a full transactional sale in one shot, without having to do multiple
touchpoints. If a customer comes in with a sales rep’s name, from that point
it has to be an in-person engagement. But we’re actually finding that byengaging the customer towards a video call we don’t have to do that. We
close the sale right there.”“One of the big things SnapCall really helps us with is that we can launch a voice or a video
call directly in LiveChat, and we can actually get the sale completed in a single interaction. We
don’t have to do multiple interactions, multiple platforms. It’s one platform from bottom to end,
bringing the showroom, the website, and the customer’s experience together in one spot.”

3Conclusion

Together with LiveChat, SnapCall has helped Canadian Appliance boost sales conversions
by 200% with video calls embedded directly into the chat. In the near future, on top of having
a computer on their desk, each CAS salesperson is going to have a tablet, which they cantake and browse around the entire store, virtually bringing customers on productdemonstration tours to provide a truly personalized experience.

“With SnapCall, and LiveChat all running on a single platform,we’re going to continue to provide an exceptional customerexperience.”&
http://www.livechat.com/in-chat-voice-video-screen-sharing/4