Breno added 10.8% of sales to their overall revenue by using Smartsupp
Breno’s approach and key features used
“Smartsupp is a must for us”, Jakub Klaus said. Breno’s need to communicate with their customers seamlessly was essential to boosting their sales, especially since over 10% of their very large customer base is attended via chat. In order to obtain more sales, Breno used the chat as a way to engage with customers before they made a purchase–this was also important when helping customers choose the product they were looking for.
Breno’s strategy with Smartsupp proved to be successful. Between the hours of 9:00 to 17:00, their team of 7 agents were attentively tending to 800 customer chats per month. They achieved a superb average response time of 6 seconds, and an amazing 98% overall satisfaction rating.
But, that’s not all–Breno also used their Google Analytics within Smartsupp to gain key insights: They found that 3.1% of their website visitors use the live chat, which delivers 10.8% of their total revenue. They also found that customers who use the web chat have a 30% higher order value on average. Best of all, they achieved a whopping 169% higher conversion rate, and discovered that 1 out of every 5 customers assisted on live chat makes a purchase.
The chatbot was essential to optimizing the workload of their 7 agents, as well as reducing costs for the company. Overall, chatbot decreased the number of repetitive questions by 50%. Jakub Klaus also reported saving Breno substantial hiring costs, simply by setting up the chatbot, which has the added benefit of working after the regular workday hours of 9:00-17:00.
Video recordings helped Breno visualize their visitors’ and customers’ buying habits and overall behavior. Thanks to Smartsupp’s session recordings, they are able to literally see what the customers are doing on their website, while the data and metrics they pull combine to show them who their customers are. Klaus says, “Video recordings are very useful and very unique. It gives me specific information about my customers’ behavior that I can actually see.”
Breno’s chat statistics speak for themselves–their pride in customer care combined with Smartsupp’s features allowed them to deliver the outstanding assistance their visitors needed, surpassing all expectations and demands.
Achieving great results with Smartsupp
Some notable recorded results Breno achieved by using live chat support with humans or chatbots were: