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:

1. 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.
2. Positive Revenue Impact – In order to justify the investment in HelpFlow, the client would need to see a positive impact on their revenue.
3. Increase Sales + Conversions – Unsatisfied with their current sales and conversions numbers, HelpFlow would need to increase both areas.
4. 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.

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

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:

1. Reduce Checkout Abandons
2. Simplify Purchase Process
3. 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

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

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.