MetalShop's marketing manager increased conversions by 15 % with Smartsupp chat
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Adam Kurzok, marketing manager of the online store MetalShop.cz, called Smartsupp chat one of the most interesting marketing tools he has discovered recently. A few days after deploying Smartsupp he found that talking to visitors on chat had increased their orders by 15 %. MetalShop.cz is the largest online store selling metal and punk clothing. Its annual revenue is more than 40 million Czech crowns.
Smartsupp is a smart live chat for your website. It works like an online shop assistant in your online store.
MetalShop shared the data from their Google Analytics, which shows an incredible 15 % difference between the conversion rate of ordinary website visitors (All sessions) and visitors who used live chat to talk to the "online shop assistant" (Users who chat).
"I do not use live chat on other websites myself, but I was surprised how often and how positively MetalShop customers use it. In the store we have 50 chat conversations a day with an average satisfaction rating of 93 %," said Adam Kurzok. The store is served by six agents in total, who spent more than 350 hours talking to visitors in the past month.
What was the key to increasing orders
At MetalShop they picked a specific segment of visitors with a higher potential to buy. They reach out to these visitors with an automatic message through the Smartsupp chat window. These are, for example, visitors who return to the store for a second time and at the same time spend a certain amount of time there. With these visitors it is likely that they are in the decision phase before a purchase. Out of 100 visitors, 16 of them buy straight away during the conversation.
They have several similar automatic messages, and because Smartsupp is connected to Google Analytics, they can track which messages work better and which work less well. Experienced agents who can respond to visitors' questions quickly and competently also play a key role.