HelpFlow Blog

Preparing for the Customer Service Spike in Q4

Preparing for the Customer Service Spike in Q4

Everyone wants to increase sales during Black Friday and Cyber Monday. You’ve probably been focused heavily on your marketing plans of how to drive traffic, determining the best offers to make, and setting up all your campaigns to work together to drive sales.

This will be our 6th Black Friday Cyber Monday at HelpFlow. In this post, we’re going to share the lessons we’ve learned over the years that you can use to make this Black Friday easy (and successful).

Use Visitor Analytics to Make Live Chat Easy For Everyone

Use Visitor Analytics to Make Live Chat Easy For Everyone

As a customer, it’s incredibly annoying to have to provide a ton of context to a customer service agent before they can help you. Especially if it feels scripted. That’s part of the reason why people hesitate to engage with customer service teams in the first place. The experience sucks.

But as a customer service agent, it’s tough to provide solutions if you don’t have the context of what’s going on for the customer. This makes it pretty discouraging to be a customer service agent in a poorly set up customer service operation.

How to Be Effective as a Customer Service Agent

How to Be Effective as a Customer Service Agent

Your customer service agents have a lot to handle, with tickets constantly coming in and making sure your customers are happy. As a business owner, it’s important to make sure your Customer Service Team is working effectively. Customer service is a major cost center, especially as you start to scale past one or two agents.

Think about this–a single agent that works 20% less effective than they could be has a serious cost to your business. Anywhere from $600-$1000 per month of waste per agent depending on the rate you pay. And based on what we’ve seen, the effectiveness gap is way over 20%.

With just a few tweaks to the workflow your customer service team uses, you can drastically increase their efficiency. At HelpFlow, we provide 24 / 7 live chat and customer service teams to over 100 e-commerce stores. After processing millions of tickets over more than five years, we learned how to be most effective as agents while keeping customers happy.

In this post, you’ll see how you can make your team more effective too!

3 Ways to Save Cart Abandons With Live Chat

3 Ways to Save Cart Abandons With Live Chat

It’s incredibly frustrating to spend so much money driving traffic to your site only to see a big portion of people that start check out end up abandoning and never purchasing. People abandon for a lot of reasons, some of which you can save and some of which you can’t.

Sure, you’re probably doing abandon cart emails and maybe running some ads trying to target people that abandoned. But you’re still losing people. That’s because questions are ultimately what caused people to abandon. They get confused or just want to confirm something before buying. However, your reminder emails and discount offers trying to save them usually won’t convert if there’s a question holding them back.

You might already be using live chat to do customer support on your website, but you’re probably not using live chat strategically to save cart abandons. There’s a number of things you can do with live chat to save cart abandons, both on the website and off the website, including a way to supercharge your abandoned cart recovery emails.

At HelpFlow.com, we run 24/7 live chat teams for over 100 e-commerce stores and specifically focus on converting sales from visitors that are likely to abandon or have already abandoned. In this post, we’ll explain how we do it so you can do the same on your website.

How to Drive Conversions By Leveraging Delivery Times

How to Drive Conversions By Leveraging Delivery Times

When people shop online, a big part of their purchase decision is based on when the product will arrive. There might be a lot of uncertainty or ambiguity around how long it will take them to get the product, and this is part of the reason why some people shop local or so many people use Amazon Prime.

There are tools you can use to determine specific delivery times, and then to communicate these to customers directly on the website and in your live chat conversations. Integrating delivery timing eases the customers’ minds and can massively increase conversions.

Sure, you’re probably doing abandon cart emails and maybe running some ads trying to target people that abandoned. But you’re still losing people. That’s because questions are ultimately what caused people to abandon. They get confused or just want to confirm something before buying. However, your reminder emails and discount offers trying to save them usually won’t convert if there’s a question holding them back.

You might already be using live chat to do customer support on your website, but you’re probably not using live chat strategically to save cart abandons. There’s a number of things you can do with live chat to save cart abandons, both on the website and off the website, including a way to supercharge your abandoned cart recovery emails.

At HelpFlow.com, we run 24/7 live chat teams for over 100 e-commerce stores and specifically focus on converting sales from visitors that are likely to abandon or have already abandoned. In this post, we’ll explain how we do it so you can do the same on your website.

Annoying Live Chats Worth Your Time That Drive Sales

Annoying Live Chats Worth Your Time That Drive Sales

It’s incredibly frustrating to spend so much money driving traffic to your site only to see a big portion of people that start check out end up abandoning and never purchasing. People abandon for a lot of reasons, some of which you can save and some of which you can’t.

Sure, you’re probably doing abandon cart emails and maybe running some ads trying to target people that abandoned. But you’re still losing people. That’s because questions are ultimately what caused people to abandon. They get confused or just want to confirm something before buying. However, your reminder emails and discount offers trying to save them usually won’t convert if there’s a question holding them back.

You might already be using live chat to do customer support on your website, but you’re probably not using live chat strategically to save cart abandons. There’s a number of things you can do with live chat to save cart abandons, both on the website and off the website, including a way to supercharge your abandoned cart recovery emails.

At HelpFlow.com, we run 24/7 live chat teams for over 100 e-commerce stores and specifically focus on converting sales from visitors that are likely to abandon or have already abandoned. In this post, we’ll explain how we do it so you can do the same on your website.

How to Gain Valuable Insights from Chat Conversations

How to Gain Valuable Insights from Chat Conversations

Whether you are just getting started or you’ve been running your business for a while now, you have to keep improving to stay relevant. At a point, you can have so much data that you feel like you’re just drowning in information.

Unfortunately, a lot of companies tailor most of their recommendations to specific services only they can provide that may not actually be good for your business model. Also, you might not know which of your ideas you should prioritize, so you end up feeling discouraged.
Think about this–a single agent that works 20% less effective than they could be has a serious cost to your business. Anywhere from $600-$1000 per month of waste per agent depending on the rate you pay. And based on what we’ve seen, the effectiveness gap is way over 20%.

With just a few tweaks to the workflow your customer service team uses, you can drastically increase their efficiency. At HelpFlow, we provide 24 / 7 live chat and customer service teams to over 100 e-commerce stores. After processing millions of tickets over more than five years, we learned how to be most effective as agents while keeping customers happy.

In this post, you’ll see how you can make your team more effective too!

The Importance of Segmenting Customer Service Metrics by Channel and Ticket Type

The Importance of Segmenting Customer Service Metrics by Channel and Ticket Type

Gauging the health of your customer service operations is tough, especially as you add more channels. When you start with just email, it’s a bit easier. But as email volume skills up and you add chat, phone, social media, and other channels, it can be challenging to know if your team is doing an excellent job of keeping customers happy.

It’s possible to measure the health of the CS operation and the happiness of customers easily if you use a few simple metrics and then segment which channels and types of tickets you measure during your analysis.

At HelpFlow, we run 24/7 live chat in customer service teams for over 100 stores that have built a robust process for managing customer service operations over the past six years. In this post, I’ll break down how we measure and make decisions in a customer service operation with multiple channels and a wide range of tickets.

Founders Chat Webinar by ConvertCart

Founders Chat Webinar by ConvertCart

Did you miss the Founders Chat Webinar by ConvertCart?  We’ve got you covered.  Here’s a replay of HelpFlow’s presentation on Predicting and Saving Cart Abandons Before They Happen (with Live Chat).

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.

Jon Tucker, CEO of HelpFlow.com, has helped 100s of eCommerce stores drive conversions by providing 24/7 live chat teams at a fraction of the cost of running live chat in house (i.e. their 24/7 team can chat with your visitors).

In this talk, Jon 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 below and walk away with actionable insights you can implement quickly to maximize conversions with live chat.