How Dokonalá káva increases their average order value by 127 % through Smartsupp
Case study

Dokonalá Káva increases their average order value made through Smarstupp by 127%

Featuring Jan Houdek, CEO and owner of Dokonalá Káva
+379%
conversion rate
150
monthly chatbot interactions
95%
satisfaction rating

Challenge

Dokonalá Káva needed to be in close contact with their website visitors. Most importantly, they wanted to deliver the most accurate info to their customers in the most timely fashion possible. They felt that email is too slow, and phone contact is ineffective, even somewhat obsolete. In order to deliver fast responses to customer inquiries, they found that live chat was clearly the fastest and best solution for them.
Today an established player in Brno’s rather formidable coffee market, Dokonalá Káva knew they had to provide the best possible online shopping experience to stand out amongst their rigorous competition. With an increasing demand for premium online shopping experiences worldwide, Dokonalá Káva used Smartsupp to take their business to the next level and achieve remarkable sales results through human and chatbot live chat conversations.
Company
Founded in 2015 by Jan Houdek, Dokonalá Káva started off as a small webshop. Today, apart from their now booming e-shop, they also have an on-site store in Brno with a showroom that has excellent coffee, coffee machines, and barista equipment. They even offer barista courses!
Industry
Retail of coffee products
Key features used
Live chat
Chatbot
Video recordings
Mobile App
"Some customers are coming back to our eshop because we were able to advise them. They had a great experience."
Jan Houdek, CEO and owner of Dokonalá káva Jan Houdek, CEO and owner of Dokonalá káva
Jan Houdek, CEO and owner of Dokonalá káva

Dokonalá Káva’s approach and key features used

Live chat

With Smartsupp Live Chat, Dokonalá Káva can be online when their customers need them most. They are fully available on their e-shop from 8:00-17:00 on a regular basis, and from 8:00-22:00 during high season. And, as a matter of fact, many customers come back to their e-shop because of the great customer care experience they had via live chat, regardless of whether it was through a human or chatbot.

Chatbot

Using Smartsupp’s chatbot to filter out repetitive questions, Dokonalá Káva saved money and precious customer care resources by reducing human assistance for FAQs. They found that the chatbot was often more effective in handling customer inquiries than human support, and by setting it up right the first time you will no longer have to make further adjustments. As Jan Houdek noted, “Everyone wants human assistance, but the chatbot resolves a large portion of customer inquiries and requests without the need for human customer care.” Also, by setting up their chatbot with various coffee preparation, flavor, and packaging size options, they are able to more effectively use the chatbot like a virtual barista and coffee guide.

Mobile App

Smartsupp’s free mobile app keeps Dokonalá Káva’s team readily available for their customers, and let’s them get out of the office and stay online comfortably in the evenings. The mobile app is the best way for them to never miss a customer inquiry, helping them maintain their pristine reputation of excellent customer service.

Video Recordings

Whenever there is a bug or error on their website, Dokonalá Káva turns to Smartsupp’s very insightful video recordings feature to spot the issue and fix it before it becomes a problem for visitors.

Chat statistics

Dokonalá Káva’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.

120
monthly conversations
150
chatbot monthly interactions
95%
satisfaction rating
39s
first response time

Achieving great results with Smartsupp

Segment 1: Customers who interacted with both a chatbot and human assistant

Some notable recorded results Dokonalá Káva achieved by using live chat support with humans or chatbots were:

  • First, visitors using live chat yielded a 379% higher conversion rate than those who didn’t interact through messages.
  • Second, a mere 2% of visitors who received support on live chat made up 15% of their revenue–in other words, even a small number of visitors using the webchat led to a massive impact on overall profit.
  • Third, the average order value increased by 127% per visitor via chat.
  • And, fourth, they found that every tenth conversation resulted in a conversion, meaning that if you stay online, respond quickly, and use the live chat as often as possible, you will by default drive online sales through conversations.
+379%
conversion rate
People who chat have +379 % higher conversion rate than those who don’t. People who interact with Smartsupp tend to buy 3.7x more often.
15%
of revenue
2 % of visitors (who chat) make 15 % of revenue. Small amount of visitors can have a huge impact on revenue.
+127%
average order value
Average order value increased by 127 % when people chat. Be online, response quickly and try to have as many conversations as possible.
every
10th
conversation ends with conversion
Every 10th conversation ends with conversion. Be online, response quickly and try to have as many conversations as possible.

Segment 2: Customers who interacted with a chatbot only

When looking at live chat performance via chatbot (non-human) assistance only, Dokonalá Káva reported that:

  • First, visitors who received assistance from a chatbot resulted in a 248% conversion rate increase.
  • Second, a small 0.5% of visitors who interacted with the chatbot comprised 5% of the total revenue made.
  • Third, the average order value increased by 150% when people interacted with the chatbot.
  • And lastly, that every 20th live chat conversation with the chatbot resulted in a sale.

From these results it would be fair to say that the chatbot, when set up correctly for an online store’s needs, effectively helps customers choose the right product and boosts your sales significantly.

+248%
conversion rate
0.5% of visitors who interacted with chatbot make
5%
of revenue
+150%
average order value
every
20th
chatbot interaction ends with conversion
Check Dokonalá Káva out at https://www.dokonalakava.cz/ and have a look at how their chatbot and live chat assistance works. Their story and approach can serve as genuine inspiration for anybody looking to achieve the great results they obtained with Smartsupp.

Conclusion

Dokonalá Káva used Smartsupp’s live chat and chatbot features to achieve excellent sales results. By staying online when their customers most needed them, setting up their chatbot accordingly, and keeping an eye on the mobile app, the measurable success they acquired took their overall revenue to the next level.
Will you be the next online store success with Smartsupp? If you have a customer success story with us, please don’t hesitate to reach out. If you are interested in measuring your results with Smartsupp and would like to receive a free Google Analytics template, please send an email to patrik@smartsupp.com.
Try now

Try Smartsupp for free and see the great results yourself