Gun Parts, Kits & Accessories Dealer Accomplished a 44x Revenue Impact By Incorporating 24/7 Live Chat
24/7 live chat reduced abandoned checkouts and increased conversion rates and AOV for this gun parts and kit distributor.
How a Gun Parts, Kits & Accessories Dealer Accomplished a 44x Revenue Impact By Incorporating HelpFlow’s 24/7 Live Chat
24/7 live chat reduced abandoned checkouts and increased conversion rates and AOV for this high-traffic gun parts and kit distributor.
Executive Summary
A gun parts retailer seeing high traffic to their website recently approached HelpFlow.
With over 175K visits per month to their online store, they were satisfied with the incoming traffic but were seeking ways to increase conversions from those visitors.
The primary issues the client was facing were abandoned checkouts, complex product selection, and a lack of engagement. These simple purchase barriers were preventing potential customers from making purchases.
Because of this, the client’s conversion rate and AOV were not hitting the marks they could’ve been.
These are common issues that many eCommerce websites experience, and the result is missed sales.
By implementing 24/7 live chat to the client’s website, Helpflow was able to fix these basic purchase barriers that customers were experiencing.
The chat availability offered assistance through every step of the purchase process, resulting in a decrease in checkout abandons, an increase in AOV and conversion rate, and an incredible 44X revenue impact.
Key Results
In one month…
Goal: 4X Revenue Impact.
Results: 44X Revenue Impact
Conversion Rate w/ Live Chat: 3X Higher Than Without It
AOV of Visitors Engaged in Chat: 40% Higher Than Without It
Terms Definition
Revenue Impact: Revenue increase for every $1 invested with HelpFlow.
Conversion Rate: Percentage of visitors who turned into paying customers.
AOV: Average order value per sale.
Executive Summary
A gun parts retailer seeing high traffic to their website recently approached HelpFlow.
With over 175K visits per month to their online store, they were satisfied with the incoming traffic but were seeking ways to increase conversions from those visitors.
The primary issues the client was facing were abandoned checkouts, complex product selection, and a lack of engagement. These simple purchase barriers were preventing potential customers from making purchases.
Because of this, the client’s conversion rate and AOV were not hitting the marks they could’ve been.
These are common issues that many eCommerce websites experience, and the result is missed sales.
By implementing 24/7 live chat to the client’s website, Helpflow was able to fix these basic purchase barriers that customers were experiencing.
The chat availability offered assistance through every step of the purchase process, resulting in a decrease in checkout abandons, an increase in AOV and conversion rate, and an incredible 44X revenue impact.
Key Results
In one month…
Goal: 4X Revenue Impact.
Results: 44X Revenue Impact
Conversion Rate w/ Live Chat:
3X Higher Than Without It
AOV of Visitors Engaged in Chat:
40% Higher Than Without It
Terms Definition
Revenue Impact: Revenue increase for every $1 invested with HelpFlow.
Conversion Rate: Percentage of visitors who turned into paying customers.
AOV: Average order value per sale.
The Challenge: Simplify Complex Product Selection & Reduce Abandon Rates
This recent client of HelpFlow is a high-traffic eCommerce website dedicated to selling high quality gun parts and accessories. With low prices, fast shipping, and a reputation for reliability, they’ve been able to successfully attract customers to their website.
However, prior to working with HelpFlow, they were experiencing a few issues. And these issues prevented potential customers from becoming purchasers.
One of these problems was complex product selection.
Because of the nature of their catalogue, product viewers were often confused or indecisive about what to buy. And commitment can be a barrier to purchasing when the customer has questions about the products that can’t be readily answered.
Another issue was abandonment rates. Like many eCommerce sites, this client was experiencing a high abandonment rate—76.20% for carts, and 51.16% for checkouts—which were contributing to the loss of sales.
What HelpFlow Offered The Client
In order for the partnership between the client and HelpFlow to be a victory, they needed to achieve the following:
24/7 Live Chat Capability – Integrate a 24/7 live chat partner that could engage with customers and help them along the entire purchase process.
Positive Revenue Impact – In order to justify the investment in HelpFlow, the client would need to see a positive impact on their revenue.
Increase Sales + Conversions – Unsatisfied with their current sales and conversions numbers, HelpFlow would need to increase both areas.
A Smooth Integration – Onboarding the live chat system would need to be hassle-free, not taking up too much time and resources from the client.
Client Benchmark Numbers
Average Traffic:
175,000 per month
Average Conversion Rate: 2,78%
Abandoned Cart Rate: 76%
Abandoned Checkout Rate: 51%
The Challenge: Simplify Complex Product Selection & 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.
What HelpFlow Offered The Client
In the end, the client needed to see a number of things happen in order for our partnership to be a success.
24/7 Live Chat Capability – They needed a 24/7 live chat partner that could field questions after business hours and reduce abandonment rates.
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.
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.
A Smooth Onboarding Process – They wanted the onboarding process to go smoothly without having to take too much time away from current team members.
Client Benchmark Numbers
Average Traffic:
175,000 per month
Average Conversion Rate: 2,78%
Abandoned Cart Rate: 76%
Abandoned Checkout Rate: 51%
The Strategy: A Comprehensive Blueprint to Simplify Purchase Process & Increase Conversions
After reviewing the client’s existing strategy and learning about their individual needs, the next step was to put together a plan tailored specifically to their target goals.
Included in this strategy were 3 definitive points:
- Reduce Checkout Abandons
- Simplify Purchase Process
- Seamlessly Integrate the 24/7 Live Chat
Strategy #1: Reduce Checkout Abandons
The first strategy was set to address one of the major pain points for the client: abandoned checkouts and carts.
Like many other eCommerce websites, many customers would hit a simple purchase barrier along the purchase process and abandon their cart. This can be for a variety of reasons: questions about shipping, specific inquiries about an item, or even out of product comparison fatigue.
Without live chat to assist the visitor, they end up leaving and the sale is lost.
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
After reviewing the client’s existing strategy and learning about their individual needs, the next step was to put together a plan tailored specifically to their target goals.
Included in this strategy were 3 definitive points:
- Reduce Checkout Abandons
- Simplify Purchase Process
- Seamlessly Integrate the 24/7 Live Chat
Strategy #1:
Reduce Checkout Abandons
The first strategy was set to address one of the major pain points for the client: abandoned checkouts and carts.
Like many other eCommerce websites, many customers would hit a simple purchase barrier along the purchase process and abandon their cart. This can be for a variety of reasons: questions about shipping, specific inquiries about an item, or even out of product comparison fatigue.
Without live chat to assist the visitor, they end up leaving and the sale is lost.
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
Due to the nature of the client’s product offerings, a big problem with a lack of conversions stemmed from complex decision making required from the customer in order to purchase.
When dealing with products that require more knowledge in order to convert, it’s essential that the website simplify the purchase process as much as possible.
This was the case for this particular client. In order to reach the numbers they were looking for, they needed to streamline the customer’s experience when visiting.
The best way to do this is for the customer to have access to a live chat agent, no matter what time it is. The agent can then answer questions about specific products, assist with decision making, and offer general support throughout their entire visit.
With HelpFlow, the live assistance isn’t restricted to certain landing pages. Instead, customers are guided from start to finish, from landing page to their final checkout.
HelpFlow also has special capabilities to better understand customers and purchase behavior:
· 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
Even if the value of a 24/7 live chat service is now abundantly clear, there’s still one pain point that online businesses dread: a difficult onboarding process.
When outsourcing anything, the idea of a bumpy integration is a huge turnoff. This often stunts a business’ growth and sales, all for the sake of avoiding potential issues.
Luckily, HelpFlow has figured out a way around this. They’ve designed a comprehensive onboarding process, methodically developed to learn every part of the client’s business.
How have they done this?
- 1M+ chat visitors served
- Working with 100+ businesses like yours
- Experience with complex industries like medical device manufacturers, industrial machine parts distributors, and more
Through this experience, HelpFlow predicts the most common questions customers may have. This prepares them to field inquiries before they even come in.
With access to previous chats, buyer guides, spec sheets and more, HelpFlow’s database is built to equip their live chat agents with all the knowledge they need to properly assist each customer and encourage them throughout the purchase process.
The best part?
HelpFlow does it all. That’s right—all of this happens with no additional work on their client’s end.
Strategy #3:
Seamlessly Integrate the 24/7 Live Chat Support
Even if the value of a 24/7 live chat service is now abundantly clear, there’s still one pain point that online businesses dread: a difficult onboarding process.
When outsourcing anything, the idea of a bumpy integration is a huge turnoff. This often stunts a business’ growth and sales, all for the sake of avoiding potential issues.
Luckily, HelpFlow has figured out a way around this. They’ve designed a comprehensive onboarding process, methodically developed to learn every part of the client’s business.
How have they done this?
- 1M+ chat visitors served
- Working with 100+ businesses like yours
- Experience with complex industries like medical device manufacturers, industrial machine parts distributors, and more
Through this experience, HelpFlow predicts the most common questions customers may have. This prepares them to field inquiries before they even come in.
With access to previous chats, buyer guides, spec sheets and more, HelpFlow’s database is built to equip their live chat agents with all the knowledge they need to properly assist each customer and encourage them throughout the purchase process.
The best part?
HelpFlow does it all. That’s right—all of this happens with no additional work on their client’s end.
The Results: Goals Strategically Met
In a month, HelpFlow was able to achieve the following results for the client:
44X Revenue Impact (Targeting 4X)
3X Higher Conversion Rate From Chat
40% Higher AOV Through Chat
Results Breakdown: Revenue Impact
“Revenue Impact” measures the value of a new service brought to the company compared to the amount spent on that service. In this case, it was the value of HelpFlow’s 24/7 live chat for the client relative to their investment.
Before working together, HelpFlow was aiming for a Revenue Impact of 4, meaning they would have earned the client 4 times their investment.
However, HelpFlow was able to accomplish much more than that, achieving an incredible 44X Revenue Impact. That means that the client saw 44X more revenue generated than what they invested with HelpFlow.
In just one month!
Results Breakdown: New Sales
With HelpFlow’s live chat, an additional 1,299 sales were made on the client’s website.
Those could have potentially been missed sales—perhaps those customers had questions that needed answering, or simply needed a push to complete the purchase.
Although the exact number of projected sales were not met (projected was 1,415 sales), the AOV for those who did utilize the live chat was higher.
This allowed Helpflow to exceed the goal by an immense 38%.
Results Breakdown: Conversion Rate Impact
In just one month, roughly 95,653 visitors browsed the client’s website.
Of those visitors, about 2.69% became customers without chatting. But of those who did chat, about 8.18% became paying customers.
This means that HelpFlow’s live chat was able to achieve more than 3X more conversions compared to non-chat visitors.
Results Breakdown: Average Order Value (AOV)
With live chat in the mix, AOV, or Average Order Value, also increased.
Compared to the AOV of customers without using chat at $96.72, the AOV of those who did utilize live chat increased to $135.77.
That’s a 40% increase.
The Results: Goals Strategically Met
In a month, HelpFlow was able to achieve the following results for the client:
44X Revenue Impact (Targeting 4X)
3X Higher Conversion Rate From Chat
40% Higher AOV
Through Chat
Results Breakdown:
Revenue Impact
“Revenue Impact” measures the value of a new service brought to the company compared to the amount spent on that service. In this case, it was the value of HelpFlow’s 24/7 live chat for the client relative to their investment.
Before working together, HelpFlow was aiming for a Revenue Impact of 4, meaning they would have earned the client 4 times their investment.
However, HelpFlow was able to accomplish much more than that, achieving an incredible 44X Revenue Impact. That means that the client saw 44X more revenue generated than what they invested with HelpFlow.
In just one month!
Results Breakdown:
New Sales
With HelpFlow’s live chat, an additional 1,299 sales were made on the client’s website.
Those could have potentially been missed sales—perhaps those customers had questions that needed answering, or simply needed a push to complete the purchase.
Although the exact number of projected sales were not met (projected was 1,415 sales), the AOV for those who did utilize the live chat was higher.
This allowed Helpflow to exceed the goal by an immense 38%.
Results Breakdown:
Conversion Rate Impact
In just one month, roughly 95,653 visitors browsed the client’s website.
Of those visitors, about 2.69% became customers without chatting. But of those who did chat, about 8.18% became paying customers.
This means that HelpFlow’s live chat was able to achieve more than 3X more conversions compared to non-chat visitors.
Results Breakdown:
Average Order Value (AOV)
With live chat in the mix, AOV, or Average Order Value, also increased.
Compared to the AOV of customers without using chat at $96.72, the AOV of those who did utilize live chat increased to $135.77.
That’s a 40% increase.
HelpFlow: Your 24/7 Live Chat Team
When an online business doesn’t have 24/7 live chat available to its visitors, potential sales are lost.
Abandoned carts, a lack of engagement, and confusion about purchase decisions contribute to reduced sales, conversion rates, and AOV, preventing an eCommerce site from meeting their goals.
This is where HelpFlow comes in.
HelpFlow takes pride in easily integrating with your website to assist your customers, increase engagement, and ultimately increase sales.
Their goal is a substantial Revenue Impact for each and every client that they work with. HelpFlow helps their clients achieve their goals or even exceed them. Just like this client, who they were able to achieve a 44X Revenue Impact with.
And HelpFlow would like to do the same for you.
Between your vision and their expertise, they can help you take your business to the next level.
Take the first step today and schedule your free strategy call.