HelpFlow Blog
Gorgias Conversational Commerce 2020
Did you miss the Conversational Commerce 2020 by Gorgias? We’ve got you covered. Here’s a replay of HelpFlow’s segment during the event.
Most stores think of live chat as a customer service cost center, but it can be as a massive conversion driver to recover a big chunk of checkout abandons and drive even more conversions earlier in the purchase flow.
In this talk, Jon Tucker, CEO of HelpFlow, shared the strategies HelpFlow has used to drive nearly $100M in live chat revenue for a wide range of stores:
-How to predict checkout abandons and engage directly in the checkout flow.
-How to integrate live chat into cart abandonment emails to supercharge results.
-How to identify highly engaged prospects prior to checkout, and convert them.
Watch the video and walk away with actionable insights you can implement quickly to maximize conversions with live chat.
Key Live Chat Software Features
The question of “which live chat app do you recommend” comes up so often.
There’s 100s to choose from, some from a few dedicated live chat companies, many from most helpdesks having some version of live chat functionality, and even bots birthing bots birthing automated bots.
How to KILL Your Conversion Rate (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).
Stopping Chargebacks and Negative BBB Reviews Before They Happen, with Alerts
Getting a negative BBB review or dealing with chargebacks can become a huge problem. But in most cases, you hear about them after the review is posted or a chargeback is started, so it’s pretty tough to get it reversed and resolved since the customer has already moved it forward.
It’s possible to get an alert right away when someone is considering leaving a negative BBB review or doing a chargeback. By getting alerted and proactively handling it quickly, you can make a lot of these problems go away before they start.
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.
Multi Channel Cart Recovery Strategy
A lot of stores seem to ask for tips on abandon cart recovery emails or maybe some retargeting ads. But with cart recovery, a single point strategy such as emails won’t make a dent in recovering sales from that large list of abandons.
In this blog post, we’re sharing a fully integrated multi-channel approach that our most savvy clients use for cart recovery.
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).
