24/7 live chat reduced abandoned checkouts and increased conversion rates and AOV for this gun parts and kit distributor.
Executive Summary

Key Results



Terms Definition
Executive Summary

Key Results



Terms Definition
The Challenge: Simplify Complex Product Selection & Reduce Abandon Rates

What HelpFlow Offered The Client




Client Benchmark Numbers




The Challenge: Simplify Complex Product Selection & Reduce Abandon Rates

What HelpFlow Offered The Client




Client Benchmark Numbers




The Strategy: A Comprehensive Blueprint to Simplify Purchase Process & Increase Conversions


Strategy #1: Reduce Checkout Abandons
This pain point comes down to 2 issues: after-hours shopping, and checkout abandonment prevention.
1. After-Hours Shopping – Online shoppers don’t abide by regular business hours. They shop during nights, weekends, and holidays—times when they may need assistance. With HelpFlow agents available 24/7, they’re able to respond to live chat requests and address each customer’s individual needs all throughout the purchase process, even when the rest of the world may be sleeping. When a website’s customer service is only available during business hours, they miss out on a large amount of engagement necessary to increase sales.
2. Checkout Abandonment Prevention – How exactly does HelpFlow prevent checkout abandons? After working with hundreds of clients and answering over 1,000,000 chats, HelpFlow is able to predict abandoned carts before they even happen. By interacting with the customer during each step of the purchase process, including answering simple questions and re-engaging with them, HelpFlow is able to put a dent in abandonment numbers, leading to an increase in sales and conversions.
After analyzing the client’s business, HelpFlow determined they would need to convert 10% of checkout abandons in order to make their partnership profitable for the client.
End Goal for Positive Revenue Impact: Convert 10% of Checkout Abandons
The Strategy: A Comprehensive Blueprint to Simplify Purchase Process & Increase Conversions

Strategy #1:
Reduce Checkout Abandons

This pain point comes down to 2 issues: after-hours shopping, and checkout abandonment prevention.
1. After-Hours Shopping – Online shoppers don’t abide by regular business hours. They shop during nights, weekends, and holidays—times when they may need assistance. With HelpFlow agents available 24/7, they’re able to respond to live chat requests and address each customer’s individual needs all throughout the purchase process, even when the rest of the world may be sleeping. When a website’s customer service is only available during business hours, they miss out on a large amount of engagement necessary to increase sales.
2. Checkout Abandonment Prevention – How exactly does HelpFlow prevent checkout abandons? After working with hundreds of clients and answering over 1,000,000 chats, HelpFlow is able to predict abandoned carts before they even happen. By interacting with the customer during each step of the purchase process, including answering simple questions and re-engaging with them, HelpFlow is able to put a dent in abandonment numbers, leading to an increase in sales and conversions.
After analyzing the client’s business, HelpFlow determined they would need to convert 10% of checkout abandons in order to make their partnership profitable for the client.
End Goal for Positive Revenue Impact: Convert 10% of Checkout Abandons
Cart Abandonment: A Real Issue for eCommerce
Just how much of an issue is cart abandonment in the world of online shopping?
- Shopping cart abandonment causes over $18 billion in lost yearly revenue for eCommerce brands (Forrester Research).
- On phone devices, cart abandonment can be as high as 80.79% (Barilliance).
- The reported average cart abandonment rate across all industries ranges from about 70% (Baymard Institute) to 80% (OptinMonster).
- Cart abandonment rates continue to rise, growing from 59.8% in 2006 to nearly 70% in 2020 (Statista).
- Nearly 9 out of 10 carts are abandoned over the weekend (Formisimo).
- Checkout abandonment tends to be the highest after normal business hours from 8-9pm (Eye Studios).
Cart Abandonment: A Real Issue for eCommerce
Just how much of an issue is cart abandonment in the world of online shopping?
- Shopping cart abandonment causes over $18 billion in lost yearly revenue for eCommerce brands (Forrester Research).
- On phone devices, cart abandonment can be as high as 80.79% (Barilliance).
- The reported average cart abandonment rate across all industries ranges from about 70% (Baymard Institute) to 80% (OptinMonster).
- Cart abandonment rates continue to rise, growing from 59.8% in 2006 to nearly 70% in 2020 (Statista).
- Nearly 9 out of 10 carts are abandoned over the weekend (Formisimo).
- Checkout abandonment tends to be the highest after normal business hours from 8-9pm (Eye Studios).
Strategy #2: Simplify Purchase Process

· Track Time & Scroll Depth
This provides a better understanding not only of how long a visitor is engaging with your content, but also how deep they’re scrolling through the page. Engagements on the page are also visible, meaning you can get an insight look into behavior such as switching between two specific tabs.
· Track Multi-Product Views
Easily see when visitors are switching back and forth between products, indicating that they’re weighing their options. This is very common with online purchasers.
· Engage to Move Into a Purchase
Regular engagement allows HelpFlow’s agents to interact with visitors at the most opportune moments. This includes answering simple questions, providing suggestions, and ultimately guiding them towards a purchasing decision.
With this information available, it becomes easier to predict customer behavior and streamline the experience. This gives way to increased conversions and overall revenue.
Using these specific benefits, HelpFlow determined they would need to convert at least 0.03% of multiple product viewers on the site with live chat.
End Goal for Positive Revenue Impact: Convert at Least 1% of Multiple Product Viewers
Quality Live Chat = More Conversation
When live chat is readily available to the visitor, there’s more at play than simply answering questions. Active shoppers want to feel acknowledged, supported, and confident during each step of the purchase process—and a 24/7 live chat agent accomplishes that.
Need some proof that live chat boosts conversions? Check out these stats:
- 20% of consumers spread negative word of mouth about poor live chat experience (Kayako).
- 33% of proactive chats initiated received a positive response from visitors (Olark).
- Nearly 1 out of 3 consumers will stop all interactions with a brand after a bad customer service experience (Kayako).
- Website visitors are 82% more likely to convert to customers if they’ve chatted with your team and are worth 13% more per purchase (Intercom).
- 48% of consumers favor companies with proactive support (Zendesk).
- 79% of consumers feel like getting quick answers to their questions impacted their buying decisions (Acquire).
Quality Live Chat = More Conversation
When live chat is readily available to the visitor, there’s more at play than simply answering questions. Active shoppers want to feel acknowledged, supported, and confident during each step of the purchase process—and a 24/7 live chat agent accomplishes that.
Need some proof that live chat boosts conversions? Check out these stats:
- 20% of consumers spread negative word of mouth about poor live chat experience (Kayako).
- 33% of proactive chats initiated received a positive response from visitors (Olark).
- Nearly 1 out of 3 consumers will stop all interactions with a brand after a bad customer service experience (Kayako).
- Website visitors are 82% more likely to convert to customers if they’ve chatted with your team and are worth 13% more per purchase (Intercom).
- 48% of consumers favor companies with proactive support (Zendesk).
- 79% of consumers feel like getting quick answers to their questions impacted their buying decisions (Acquire).
Strategy #3: Seamlessly Integrate the 24/7 Live Chat Support


Strategy #3:
Seamlessly Integrate the 24/7 Live Chat Support


The Results: Goals Strategically Met




Results Breakdown: Revenue Impact

Results Breakdown: New Sales

Results Breakdown: Conversion Rate Impact

Results Breakdown: Average Order Value (AOV)
The Results: Goals Strategically Met




Results Breakdown:
Revenue Impact

Results Breakdown:
New Sales

Results Breakdown:
Conversion Rate Impact

Results Breakdown:
Average Order Value (AOV)
HelpFlow: Your 24/7 Live Chat Team