ForSaleByOwner
The company grows 100% a year after they started offering live chat on their website.
Challenge:
A growing number of customer questions required real-time communication to close sales more quickly.
Solution:
A dedicated support team to improve response time and enhance customer experience.
Results:
The average revenue per user for a customer who chats with OptinMonster’s team is 16 times higher.
CHALLENGES
OptinMonster is a conversion optimization software that helps to convert website visitors into email subscribers and, eventually, customers.
Before installing LiveChat on their website, OptinMonster was offering email-based support. However, as the company grew, the number of pre-sale inquiries also started to grow. That’s when the company decided to a new communication channel.
The company wanted to respond to all questions in real-time to close sales more quickly, and they chose LiveChat to do that. Here’s what Syed Balkhi, Co-Founder and CEO of OptinMonster, says about their choice:
“The implementation of LiveChat helped increase our overall sales conversion. A person who chats with us is 11x more likely to convert compared to visitors who don’t do that.”
SOLUTION
Increasing sales value with LiveChat
OptinMonster chose LiveChat because they already knew that it would suit their needs.
“We had had an established relationship with LiveChat through our sister website, WPBeginner. LiveChat is an established software that had everything we were looking for in chat software.”
The folks at OptinMonster were convinced that LiveChat would help them improve their first response time and provide a better customer experience. Before they started using LiveChat, they had to overcome one more problem. The company didn’t have a dedicated live chat support team.
“One of the biggest roadblocks for adding LiveChat was finding staff that was willing to work round the clock at an affordable rate. Luckily, we started to work with LTVplus, who helped us hire the best live chat agents and completely removed the hassle for us.”
OptinMonster decided to hire four agents to answer chats, knowing that it would be easy to answer many questions in a flash with LiveChat features.
Canned responses have been one of the most helpful features. They are pre-made answers to popular questions that you can recall with just a few keystrokes.
Automated greetings turned out to be another critical feature. They allow you to start a chat with an undecided customer, and OptinMonster used it to help even more website visitors and close more sales.
“The average revenue per user for a user who completes a chat with us is 16 times higher compared to a user who doesn’t chat with us.”
The Google Analytics and webhook integrations proved to be particularly important for OptinMonster. While the company uses the former to track their progress, the latter integration allows their agents to expedite issues to their support team in HelpScout.
RESULTS
Excellent customer experience brings higher revenue
By implementing LiveChat, OptinMonster was able to help a more significant number of their website visitors and provide excellent customer service. It also quickly translated into higher revenue for the company.
The company increased its overall sales conversion. A visitor who chatted with their live chat team is 11 times more likely to become the company’s customer. In addition, the average revenue per user for a customer who chatted with OptinMonster’s team was 16 times higher.
Apart from financial gains for the company, adding LiveChat to the website also made customers happier, and the 85% satisfaction rating proves it.
In the future, the company plans to work closely with LTVPlus and hire more live chat agents. Their goal is to provide 24/7 coverage and never lose a chance to turn a website visitor into a customer.
