Figures.cz: Thanks to chat, a lot of visitors turn into buyers

It is one of the keys to better customer support. That is how Miroslav Dostál from the collectibles store Figures.cz talks about Smartsupp. Among the main advantages he mentions the convenience of talking to several customers at once, and also the smoother handling of emotionally charged situations.

Can you introduce Figures.cz briefly?

We sell collectibles – figures, statues and also accessories such as backpacks, mugs and other merchandise, mostly based on films, series, games and comics. You will find goods themed around Terminator, Star Wars, Harry Potter or Game of Thrones.

Where does Smartsupp help you most?

We use Smartsupp mainly as online support for visitors, whether it is questions about the availability of an item, such as pre-orders, or requests for more product information. Thanks to chat we can respond immediately, and a lot of visitors turn into buyers.

Which Smartsupp chat features are the most useful for you?

The main one for us is the online chat, and we also use video recordings, so that we can find out what could be improved on the site in terms of UX. Personally I like being able to personalise the image in the chat – to upload your own picture as the chat bubble. When we are online on chat, we have Master Yoda there.

What suits you about Smartsupp?

Easy deployment on the site, the option to personalise it, and simple work with the product. You understand everything at first glance and can start chatting with visitors.

What makes chat better for you than email or the phone?

During a conversation you often need to look something up or send a link, and chat is more comfortable for that than the phone, while compared with email you can respond immediately – for example when you are finding out additional information about the goods.

Heated situations are also easier to handle there, because there is less stress than on a phone call.

What percentage of your customers do you serve through chat compared with email and the phone?

50 % email, 20 % chat. One agent currently takes care of the chat. The number of emails is higher because people write on chat when they are on the site, choosing or wanting to buy. Communication about existing orders is usually handled by email, because people often reply to the automatic order email.

How did you find out about Smartsupp chat, and why did you choose our solution?

We know about you thanks to advertising. We like that you are a Czech company with Czech support. We use the Google Analytics connection so that we can measure the effect of chat on conversions. The price seems fair to us and deployment is simple.