Do you run an online store? Get your business going with Smartsupp
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What would you like to achieve in your online store? 🧭
I want to sell more
Support the purchase = improve the conversion rate
The competition today is downright frightening. Every visit to your website costs you something – advertising, price comparison sites and other costs add up to sizeable investments. It is clear that you do not want people to leave you, or worse, buy from somebody else.
Your goal is to convince customers to buy from you. Perhaps you have a wider selection, better after-sales service, faster delivery times or another competitive advantage. Communicate it to everyone on your website. Set up a chatbot to make sure none of your visitors misses that information.
And if you are not a fan of automation, use live chat for effective communication with visitors. Do you sell complex goods that customers often struggle to navigate, not knowing what to choose? Offer them help. Do you have the option of giving an attractive discount that the competition cannot? Use it to win a loyal customer. Did a visitor get in touch in the evening saying they needed advice about buying a new sofa? Be the online store that responds and solves their problem.
Thanks to Smartsupp you can be there for your customers at exactly the moment they need it, and increase the likelihood that they will buy from you. Not only will you gain more orders, but also customers who will come back to you regularly – because they know they can rely on you.
Increase the order value
Does advertising cost you a fair amount of money while customers usually buy just one thing? Would you like them to add complementary goods to the basket or buy several items at once? Use our visitor list and a chatbot and increase the average basket size in your online store.
How? If you work with Smartsupp every day and chat with customers, you can follow in the visitor list where they are moving right now. You will understand which goods they are interested in, you will see what they were looking at, and you can respond with a tailored offer or approach them right in the basket!
If you do not have time for long conversations (who does in e-commerce, right?), use our chatbot. When a customer browses a particular category or views a particular product, let them know that it is worth adding complementary goods to it: "I see you are looking for a smart TV. When you buy a Sony TV we give you a discount on a PS5 and Oculus virtual reality goggles! Interested? Write to us!"
Offer goods with a higher margin
It often happens that customers buy goods by brand, for example, or on a friend's recommendation. As an online store owner, though, you often also sell goods that are not as well known but are just as good, in the same price range, and on top of that have a higher margin. It is then in your interest to favour the sale of those goods over the product of a well-known brand.
How? With a simple marketing technique called "upsell" and a well-configured chatbot it will not be difficult at all. Simply suggest an alternative product to the customer. Your goal? To sell with a higher margin. In more complex strategies it can also be an effort to win the customer over to a brand that also offers interesting accessories, on the assumption that a customer who falls in love with the product will buy from you again within weeks.
Let us look at a specific example. Mr Novák sells televisions and customers like Sony televisions. They are good quality, well known, and over the lifetime of that legendary brand they have become a symbol of quality. But Mr Novák would like to sell more LG televisions – they are just as good (so the customer will not be disappointed), the margin on them is considerably higher (Mr Novák earns more) and people praise how easy they are to operate.
When a potential customer comes to the page elektro-novak.cz/televize/sony, the bot approaches them: "I see you have taken an interest in Sony TVs. They are great, but I often hear that their menu is complicated. On top of that they do not have as many interesting accessories as LG products. Come and have a look at them!"
Promote discounts, special offers and new products
More visitors pass through an online store every day than through many a bricks-and-mortar shop. And because of that the product range changes very often. Some products are in stock in large quantities and you want to draw attention to them (through a temporary discount, for example), while others are no longer available and will not be. The time comes to present the products and steer crowds of customers towards them. In a bricks-and-mortar shop that happens relatively quickly – you point out what is new right by the main entrance or along the main route. But an online store often cannot be changed as fast as you would like. And yet you already want to sell the new goods… So what can you do? The solution is a chatbot, which can approach website visitors in much the same way as a shop assistant does when someone walks in, and keep them informed about new goods or about changes to the range or to how you operate. Your visitors will therefore be told about the goods you want them to notice as soon as they arrive on the site.
Get rid of goods sitting in the warehouse
You know how it goes: for some time now you have had goods in the warehouse that simply will not sell. They gather dust and you get your hands on them at most during a stocktake once or twice a year, and then they sit in the warehouse again. They take up space that other products could use, and above all your money is tied up in them – money you could be turning over on other goods. You know that unsellable goods have to leave the warehouse, meaning go to a customer, but how? As a rule you only have a few pieces, and running special advertising for them does not pay off.
The solution can be a chatbot that appears on the pages of products for which the unsellable goods could be an interesting alternative. The chatbot approaches the visitor itself and tells them that you offer a comparable or even better product at a very attractive price. Once you have sold the product out, you quickly remove the link from the chatbot and you are ready to promote the next product from the clearance range.
I want to get to know my customers
Customers got stuck in the basket and did not complete the order
When you have a bricks-and-mortar shop with customers coming in, you can watch every day who visits, where they move and stop, and which parts they race past instead. You see both the customers standing in front of a shelf unable to decide, and those at the till weighing up whether to actually buy what is in their basket or not.
Based on all that information you can give them the right advice – come over at the right moment, approach them and offer goods that just happen to be similar to the ones they were looking at before.
And now imagine you can have something similar in an online store. How? With our recordings you can follow your visitors' behaviour on the site and, just as in a bricks-and-mortar shop, decide how to respond. It is as if you were looking into the shop through a camera and seeing what customers do.
I need to find out whether there are problem spots on my website
A customer comes to your site to buy a new laptop. They successfully work their way through the range, choose a product and put it in the basket, but then cannot manage to pay for it.
There can be plenty of cases where customers get confused, are not sure where to click, how to complete a purchase or how to find goods. Thanks to Smartsupp recordings you can spot these problem areas in time and then remove them (by adjusting texts, changing the wording and the placement of buttons, and so on). The information you gain from the recordings will help you smooth out the customer journey and make sure you are not losing orders needlessly.
I want to save time and be efficient
Make communication faster and more efficient
Expand your team
Do you really have a lot of customer communication? Is it the basis of your business? Then it makes sense to expand the team with new members.
And how does Smartsupp handle that? Add agents flexibly so they can chat with your customers. You can also easily set up teams to divide the agents into – for example by the language version of the website on which they will be helping your customers!
Automate communication
No problem with our bot! Customers generally ask the same things over and over – they want to know about delivery, whether you are open, or whether you sell in instalments.
Set up a chatbot to handle those situations for you, so that customers only write to you when they really are asking something new and more complicated, and when your joining the conversation genuinely helps them.
Communicate from anywhere
Your work takes you to different places – the warehouse, the post office, the bank. Or it does not let you sit at a desk all day. Even so it is possible to chat with customers and to watch what they are doing on your site.
When you have your phone with you, you have Smartsupp with you! The mobile app offers you all the essential features you need for full-fledged work on the move.
Get rid of repetitive questions
How many times have you answered the same question about shipping and payment options, about the shop's opening hours, or about whether unsuitable goods can be returned and exchanged for something else or refunded?
How many times have you wished customers would stop asking the same thing again and again? Perhaps you have written the frequent questions and answers into an FAQ, but nobody really reads it. Those questions then cost you time and energy, when you could be devoting yourself to customers who really do need your help right now.
We have an easy solution for you – let a chatbot answer the repetitive questions. Give customers the option of getting answers to their questions in a few clicks, and devote yourself to the more complicated enquiries, where customers will appreciate your experience and expertise and will then be happy to book your services.
Make choosing goods easier
Shopping is not always that easy. The range is wide and in some segments the goods are quite complicated too (different materials, dimensions, technical parameters). That is why it is good to guide customers through the purchase so they know whether they are making the right decision. Let us show you what that could look like.
I want to get contact details from customers
Enquiries without contact details are useless. If a client leaves your site and you have neither their email nor their phone number, you easily lose a potential customer.
Imagine a situation where a visitor asks you for a financial consultation themselves, but you have to turn them down because the slot is already taken. The next day a slot frees up and you want to let the interested person know and offer it to them. If you do not have their contact details, you have lost a client who was almost certain – one who even showed interest and got in touch with you on their own.
Of course, customers can use the classic contact form on your site, but live chat combined with a chatbot is a considerably faster option. On top of that it is interactive, and your visitors will enjoy it far more. The chance that visitors really do leave an enquiry with you therefore increases many times over.
In Smartsupp you can set up a form where visitors leave their contact details before sending a message, so you can get back to them later and follow up on their enquiry. You can switch on our authorisation form, which collects contact details, for both the online and the offline state – whichever you prefer. That way none of your customers ends up without an answer and you will not keep losing jobs.