HelpFlow Blog
Why People Abandon Carts and Checkout
It’s tough to point out the reasons why visitors abandon your website. There could be a lot of reasons why. Live chat could be a big help when trying to figure out why people leave your site. It’s not just a channel for inquiries and sales, but also for your customers to let you know the things you can improve on your site or if there are some things that need fixing like broken links. This post will give you some context on the common issues we see flagged by visitors in chat.
Customer Service Management Metrics
It is hard to identify if your customer service process is working as you expect it to be. There could be a lot of factors that might affect this. One way to handle this is to track a few metrics which will eventually help you streamline your customer service processes. This post will give you strategic insights you can use to level up your customer service operation.
Supercharging Cart Recovery Emails (with Live Chat)
Cart abandons is a pain for every business. If you dig deeper on your site’s data, you’ll realize that many checkouts abandon. You’ll left wondering why. Save more cart abandons by supercharging cart recovery emails. This post will show you how it’s done.
Balancing Phone and Live Chat For CS
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).
The Questions That Cause Cart Abandons
There are ways you can save a big chunk of cart abandons by looking at some trends in user behavior in Google Analytics and chat conversations. This will help you identify the top reasons why people abandon.
How to Hire Rockstar Live Chat Agents
It is critical to hire awesome people especially if they are client-facing. As a business owner, you want to make sure that your brand is represented well. This could be tough but if you have a very good process, this will help you hire the right people.
How to Track Phone Sales in Google Analytics
Businesses definitely want to track every sale they make. This will help determine what campaigns are bringing revenue. There are instances though that sales are closed on the phone which might get a little tricky to track. In this post, you’ll learn how to do this and make sure you track all phone sales in Google Analytics.
The Right Structure for an In-House / External Hybrid Customer Service Team
There are different opinions on using in-house or outsourced customer service. Businesses might have doubts about the quality of service and lack of control. Both models should be beneficial for business as long as it’s structured the right way.
Future of Ecommerce Global 2020
Did you miss the Future of Ecommerce Global 2020 event by EcommerceTech? 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.
Make Out of Stock Products a Conversion Driver
One of the reason why sales could drop is low inventory. Low inventory means bigger chances of getting products out of stock but you can actually turn this to a conversion driver.
This post will give you some ideas on how to do that.
