Burker Watches: 55% Lower Costs, 4.9% More Sales, 53% Higher AOV

Burker Watches sells luxury watches and jewellery online. Like most ecommerce brands at their level, they had two problems pulling in opposite directions: customers who expected premium, always-on support — and a cost structure that made maintaining an in-house team unsustainable as they grew.

They brought in Hikari CS to solve both.

The Real Cost of In-House Customer Support

Ecommerce doesn't have opening hours. Customers browse on Sunday evenings, ask questions during Black Friday at midnight, and expect a response before they move on to the next tab.

Staffing for that — evenings, weekends, peak periods — means fixed headcount you're paying whether it's busy or not. For a luxury brand where customer experience is part of the product, cutting corners on support isn't an option. But neither is an in-house team that scales with your marketing budget.

Burker Watches needed a third option.

What Changed

Hikari CS took over full management of Burker Watches' customer support — covering evenings, weekends, and peak trading periods that their internal team couldn't cover cost-effectively.

The pay-as-you-go model meant support costs moved with order volume instead of running as a fixed overhead. The result: 55% cost reduction compared to maintaining an in-house team.

"Thanks to Hikari CS we're now always available to our customers whenever and wherever they need us."
— Erkan Dulkadir, CEO, Burker Watches

From Reactive Support to Proactive Conversion

Good customer support answers questions. Great customer support starts the right conversation before the customer has to ask.

During Black Friday, the Hikari CS team ran proactive live chat campaigns — reaching out to visitors who were browsing but hadn't committed, with personalised support tailored to their location and behaviour. Not generic chat popups. Actual, contextual outreach timed to the moment a customer was deciding.

The outcome:

• 4.9% increase in sales
• 53% increase in average order value for customers who engaged with live chat

"Hikari CS pro-actively supporting our customers during Black Friday, really helped us convert those lingering customers."
— Erkan Dulkadir, CEO, Burker Watches

The Shift That Matters

The numbers are the result, not the strategy. The strategy was simpler: treat online customers the way a good physical store treats walk-ins — not waiting behind a counter, but actively helpful at the moment it counts.

For Burker Watches, that shift turned support from a cost centre into a revenue driver.

See what Hikari CS can do for your store → app.hikarics.com/auth/sign-up