The Challenge: Reduce Abandoned Carts& Increase Engagement

While already successfully attracting traffic to their website, there were a few hurdles preventing the client from increasing their revenue to a higher capacity.

Without constant engagement from a live chat agent, the client was missing out on direct contact with potential customers. This was missing for shoppers during both nights and weekends. The client was also missing out on engagement with the customer during their visit to help them along the entire purchase process.

Because of this, abandoned carts and checkouts were also a problem. Like many eCommerce stores, without assistance to have simple questions answered, many visitors decide to leave mid-purchase. If the customer is unsure or is experiencing hesitation, that potential revenue is lost. Most basic abandoned cart email reminders are not sufficient, and the customer actually requires more assistance.

Goals for Working With HelpFlow

For the partnership to be successful, the client needed to see a few deliverables:

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 360 Approach to Increasing Engagement & Maximizing Conversation

Once HelpFlow was able to learn about the client’s distinctive needs, an individualized plan was put together to address each of the outstanding problems.

This plan included three strategies:

• Engage with Interested Browsers
• Reduce Abandoned Checkouts
• Make the Onboarding Process Effortless & Hassle-Free

Strategy #1: Engage With Interested Browsers

When website visitors are immediately acknowledged and have access to a live chat feature, they feel seen. They know that assistance is readily available if needed. Without a live chat agent available to help, the website is missing out on engagement.

A live chat representative gives the human touch that can help drive conversions and increase revenue impact.

With HelpFlow, engagement with visitors is drastically increased. The live agents engage with potential customers along their entire visit, from landing page to checkout – even on individual product pages.

This unique feature helps remove many of the objections that can occur during the website conversion funnel.

With HelpFlow’s 24/7 Live Chat, you’ll be able to:

• Track Time & Scroll Depth – See how visitors engage with your content and see how deep they’re scrolling through the page. You’ll also be able to see specific engagement with the page, such as switching between tabs. The end result is a much clearer picture of interest level with the product or service.
• Track Multi-Product Views – See when visitors are switching between products, signaling indecision about the purchase. With HelpFlow, get insight into when customers are weighing their options and what they’re choosing between.
• Engage to Move Into a Purchase – Helpflow agents are able to engage with the visitor at the best time to answer questions, provide suggestions, remind consumers of specific benefits, and ultimately guide them towards a purchasing decision.

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

Strategy #2: Reduce Abandonded Checkouts

This client, like many other eCommerce businesses, was experiencing a loss of sales from cart & checkout abandonment. Their average was a 50.04% abandoned checkout rate, with an abandoned cart rate of 4.14%.

This is where Helpflow comes in. With tracking and engaging in place onsite and off, abandoned carts are addressed in an efficient manner.

Onsite, checkout behavior and abandoned checkouts are tracked and engaged with.

Offsite, a live chat CTA can be easily integrated in automated abandoned cart emails. With immediate access to a live chat representative, buyers are much more likely to follow through with their purchase.

For this client, HelpFlow determined they would need to hit 110 more sales from abandoned carts in order to make their partnership profitable.

Strategy #3: Make the Onboarding Process Effortless & Hassle-Free

The final strategy involved ensuring a smooth transition with HelpFlow’s live chat services.

Integrating live chat can seem daunting for businesses because of the myth that it’s expensive, complicated, and too difficult for a third party to understand their market.

HelpFlow solves all of these issues through their methodical learning process, streamlining the onboarding process and adjusting our approach for each individual business as needed.

HelpFlow understands the nuances of each individual client, and has the experience to back it:

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

By gathering previous chats, helpdesk info, spec sheets and more, HelpFlow is equipped to anticipate the most common questions your customers will have and be prepared to address them in the most effective way possible.

This knowledge base is continuously updated in a streamlined process using customer and client feedback to make sure our live chat is as functional and helpful as possible.