The Challenge: Engage Overnight Visitors & Reduce Abandon Rates

Before HelpFlow started working with this client, they were successful, but they were looking for better ways to move the needle in their business.

Like other high-traffic eCommerce businesses, the client experienced high rates of cart abandonment and checkout abandonment (see Benchmark Numbers).

Added to that, just over half of all their customers were browsing in the evenings.

So while they did have a live chat team in place (internal employees), these team members were not available to field questions after business hours.

They were also hesitant to hand off part of their customer service to a third party, believing that it’d be far too difficult to teach all the ins and outs of their business to an outside team.

Goals for Working With HelpFlow

In the end, the client needed to see a number of things happen in order for our partnership to be a success.

1. 24/7 Live Chat Capability – They needed a 24/7 live chat partner that could field questions after business hours and reduce abandonment rates.
2. Positive Revenue Impact – They needed to see a positive impact on their revenue as a direct result of working with HelpFlow in order to justify the investment.
3. More Sales + More Conversions – They were hoping not just for more sales through reduced abandonment rates, but also higher conversion rates for visitors as a whole.
4. A Smooth Onboarding Process – They wanted the onboarding process to go smoothly without having to take too much time away from current team members.

Take the first step today and schedule your free strategy call.

The Strategy: A Multi-Pronged Approach to Driving Engagement

After learning more about the client’s business and their unique needs, HelpFlow put together a customized strategy that would help the fine jeweler achieve all of their goals throughout the partnership.

This strategy was built on a multi-pronged approach, using 4 specific strategies:

1. Reduce Checkout Abandons
2. Engage With Interested Browsers
3. Make the Onboarding Process as Smooth & Hassle-Free as Possible

Strategy #1: Reduce Checkout Abandons

The first part of HelpFlow’s strategy revolved around reducing cart abandonment.

As any successful eCommerce business knows, rampant cart abandonment can be devastating for revenue (see “Stats on Cart Abandonment”).

This is especially true for industries where cart abandonment happens after business hours like in the evenings or over the weekend.

This client was no exception.

Over half of their traffic came in outside of business hours and they were suffering from an especially high abandonment rate (nearly 90%).

HelpFlow’s service was designed to tackle both of these problems.

1. After-Hours Shopping – HelpFlow agents are available 24/7 to respond to live chat requests. Evenings, weekends, holidays—online businesses never take a break. And neither do we. This, of course, would be a huge step up for the client since their team was only available to answer questions during business hours.

2. Checkout Abandonment Prevention – With over 200+ clients served and 1,000,000 chats answered, HelpFlow has created a  comprehensive system for predicting cart abandonments before they happen. As such, specialists are able to reach out to shoppers before they start to abandon (i.e. 1-2 steps before) in order to answer questions, re-engage shoppers, and prevent abandoned carts.

After analyzing the client’s business, HelpFlow determined they would need to convert between 3-5% of checkout abandons in order to make their partnership profitable for the client.

End Goal for Positive Revenue Impact: Convert Between 3% & 5% of Checkout Abandons (15 -25 Sales)

Strategy #2: Engage With Interested Browsers

In addition to preventing checkout abandonments using 24/7 live chat, HelpFlow is also able to meet or exceed revenue impact goals by engaging with interested browsers on the client’s website.

HelpFlow agents will engage with visitors across the client’s entire website, including at checkout, in their cart, but also on product pages, services descriptions, about us pages, and more.

Now, HelpFlow isn’t just a service to respond to your site visitors’ questions. It also proactively engages with visitors who are interacting with your content.

Here’s an idea of how this works.

With HelpFlow’s 24/7 live chat, you and our specialists can:

1. Track Time & Scroll Depth: This provides a better understanding of how long a visitor is engaging with your content and see how deep they’re scrolling through the page. You can also see engagements on the pages (e.g., switching between specification tabs, etc.). The benefit is you get a much clearer picture of whether they’re truly interested in learning more about your product or service.

2. Track Multi-Product Views: Comparison shopping is especially common among online consumers. With HelpFlow, you and our specialists can see when visitors are switching back and forth between products, indicating that they’re likely weighing one option versus another.

3. Engage to Move Into a Purchase: With this information, our agents are able to engage with visitors at the most opportune time to answer questions, provide suggestions, remind consumers of specific benefits, and ultimately guide them towards a purchasing decision.

Using these specific benefits, HelpFlow determined they would need to convert atleast 0.03% of multiple product viewers on the site with live chat.

End Goal for Positive Revenue Impact: Convert at Least 0.03% of Multiple Product Viewers (20 Sales)

Strategy #3: Make the Onboarding Process as Smooth & Hassle-Free as Possible

‍

Last but certainly not least, many businesses are wary of live chat services because they think that there’s simply no way another company can understand their business.

There are too many finer details. Too many exceptions to the rules. And too many multi-hour training sessions needed to explain all the ins and outs of it all.

And for some live chat services, that might be true.

But HelpFlow has developed a comprehensive and methodical onboarding process that’s designed to learn every inch of the business from the inside out.

It’s built on a foundation of:

• 1M+ chat visitors served
• Worked with 100+ businesses like yours
• Experience with complex industries like medical device manufacturers, industrial machine parts distributors, and more.

Our experience lets us predict some of the most common questions your customers are bound to have.

But for the more complex questions, we also build a dynamic and robust knowledge base for each client.

Previous chats, helpdesk info, spec sheets, buyers guides, competitor websites—we pull in an extensive amount of information to let our agents seamlessly answer your customers’ complex questions.

Over the course of working with clients, the unique knowledge base is continuously updated using customer and client feedback too.

Best of all, this knowledge base is built entirely by HelpFlow’s team, not the client.

It’s a massively efficient system that makes it simple for HelpFlow to hit the ground running and let the client stick to running their business without spending hour after hour onboarding.