HelpFlow Blog
Deflect Customer Service to Live Chat
Scaling the sales and revenue of your store is fun, but scaling customer service teams is not fun. As sales grow, customer service ticket volume also grows.
If you have a team managing live chat for you, there comes a point where it makes sense to deflect a lot of customer service tickets from email and other channels directly into live chat.
In this blog post, we will share how we do it for over 100+ e-commerce stores that we work with.
Live Chat: A CS Cost Center, or Revenue Driver?
Most stores look at live chat as a customer service cost center. But if you set up live chat to track sales and other e-commerce metrics, you can focus on driving sales with chat and making it a (serious) profit center. In this post, we’re sharing how to track conversions from live chat and optimize sales from there.
Running Customer Service Lean (Or Scaling Rapidly) During These Crazy Times
We have provided 24/7 live chat teams for a lot of e-commerce stores for the last 5 years. But as our clients have scaled up revenue or focused on staying lean while growing, the need for more efficient and scalable customer service support became clear too. We provide dedicated customer service teams for ecommerce stores, working directly with their internal teams and systems. This enables the client to easily scale, while keeping costs lean (vs hiring in house). In this post, I’ll callout the typical initial areas we see a lot of opportunity to streamline for clients so you can do the same with your own in house customer service process.
Supercharge Abandoned Cart Emails with Live Chat
Everyone talks about driving more traffic to eCommerce stores, but if you nail your customer service process (especially pre-sale service), you can 2-3x your stores conversion rate. This happens because visitors are taken care of, their questions are answered, and they’re able to smoothly do business with you.
But here’s the tough part… As the business owner or manager, you’re the only one that can do it as great as it needs to be done, right? That’s WRONG (it’s a rhetorical question).
![[Recording] Live Covid19 eCommerce Industry Town Hall – March 23, 2020](https://helpflow.net/wp-content/uploads/2020/04/townhall-blog-1.png)
[Recording] Live Covid19 eCommerce Industry Town Hall – March 23, 2020
Everyone talks about driving more traffic to eCommerce stores, but if you nail your customer service process (especially pre-sale service), you can 2-3x your stores conversion rate. This happens because visitors are taken care of, their questions are answered, and they’re able to smoothly do business with you.
But here’s the tough part… As the business owner or manager, you’re the only one that can do it as great as it needs to be done, right? That’s WRONG (it’s a rhetorical question).
eCommerce Store Must Haves During The Covid19 Crisis
Traffic and conversions for your e-commerce store have likely suffered due to the COVID-19 crisis. But have you considered that your website visitors might assume your business is shut down and not able to fulfill orders, and that’s why they’re not buying? In this post, we will share an easy to implement checklist of what all e-commerce stores need to do to reassure their visitors that they’re still in business so that they can get sales during this time.
With COVID-19, Layoffs Be Best for Employees and The Business
There’s a lot of noise in the marketplace right now and this post is going to make a lot of people react negatively. But if you’re a small business owner and scrambling to cut costs and navigate the COVID-19 crisis, push through the negativity to see a potential path forward that may make sense for you.
At HelpFlow, we’ve been bringing together industry experts and business owners in a Townhall format to share perspective on navigating the crisis. A few weeks ago we started seeing experienced and disciplined business owners executing a layoff strategy that got everyone involved for a good outcome for the business, the owners, and especially the employees.
In this post I’m going to explain why layoffs may be a win win win for everyone to get through this crisis.
Moving Your Business to “Work From Home” Quickly!
Much of the business world is figuring out how to transition to a work from home structure incredibly quickly due to Covid-19 quarantine measures around the world. This can be incredibly disruptive to a business, not to mention the pressures of a plummeting economy. In short, you need to get this right and you don’t have weeks or months to figure it out. It needs to be done quickly or you could lose your business.
We’ve done this already–read this article to see how.
Projecting Sales VS No Brainer ROI
Everyone talks about driving more traffic to eCommerce stores, but if you nail your customer service process (especially pre-sale service), you can 2-3x your stores conversion rate. This happens because visitors are taken care of, their questions are answered, and they’re able to smoothly do business with you.
But here’s the tough part… As the business owner or manager, you’re the only one that can do it as great as it needs to be done, right? That’s WRONG (it’s a rhetorical question).
Drive Live Chats with a Conversation Flow
If you use LiveChat on your e-commerce store but don’t get strategic with chat invites or the flow of the conversation, then you are leaving a lot of sales opportunities on the table.
In this post, we will share the conversation flow strategy we built based on running live chat for hundreds of e-commerce stores for five years doing millions of chats and producing tens of millions of dollars in revenue.
