Smartsupp helps Vico Food Box obtain a 98% customer satisfaction rating, and increased their average order value by 8%
Vico Food Box–an Italian e-grocery store based in Italy–offers fast, safe, affordable, and eco-friendly, traditional Italian cuisine made in Italy, sent to your doorstep without shipping charges all over Europe! They decided to implement Smartsupp to improve their visitor support, customer feedback, and overall sales. With the goal of being an unmatched customer-driven food delivery service, Vico Food Box expected Smartsupp’s live chat and chatbot solution to assist customers with their pre-sales inquiries, and also increase conversion rates.
Vico Food Box’s Approach and Key Results
Choosing Smartsupp for its Video Recordings and Chatbot Features
Co-founder Debora Celentano said “After comparing Smartsupp with various other competitors, we chose Smartsupp for its video recordings and chatbot features.” With Smartsupp, Vico Food Box achieved a 98% customer satisfaction rating, and increased their average order value by 8%. In December 2022, 6.13% of Vico Food Box’s visitors chatted with the agents, and 21.4% of their earnings came from the live chat alone. Smartsupp chatbot has also helped save their agents loads of time, with only 10% of chatbot conversations escalating to one of their representatives.
The impact of the live chat on conversion rates was measured using Google Analytics, which revealed a conversion rate of 18.61% for users who interacted with Smartsupp, and 4.66% for those who did not. The company also used video recording to understand customer behavior and improve the overall user experience.
The Impact of the Live Chat on Conversion Rates
Some notable recorded results Vico Food Box achieved by using live chat and chatbots were: