Challenge:
The company was looking to increase the number of online sales, improve the rate of website visitor retention and turn the bigger part of them into clients.
Objectives:
Implement a service that will drive more online sales. Improve the percentage of website visitor retention. Provide useful information to customers before and during the purchase.
Results:
25 % more sales over the phone. Faster and more pleasant service without any changes in the workflow of the company, resulting in better customer support than traditional live chat.
About
The Builder’s Tools Ltd. offers professional solutions in the field of construction, hand and power tools, machines and construction supplies. The Builder’s Tools chain has service stations, warehouses and showrooms.
The Builder’s Tools are among the top ten online shops in the construction field with more than 33,000 products in their catalog. The company started operating in 1999 with fasteners trading. Due to the growing needs and interest of its clients, The Builder’s Tools started selling hand and power tools of reputable brands.
A big part of the total product sales come from the online shop and it is an essential part of the company’s success. To present the best service to its clients, the company provides individual advice. The Builder’s Tools help client choose the right product based on speciffic needs, working conditions and budget.
More Sales
Using the Live Chat Alternative the Builder’s Tools converts more website visitors into paying customers. Potential buyers and customers use the Live Chat Alternative service to contact the company’s online shop free of charge to place orders or find information regarding products – such as pricing, shipping charges and discounts.
"We think that the green headset button is easily recognized by our clients and visitors. When they have questions regarding their purchases, one of the first things they do is to navigate straight to the one click call."
Victor Todorov
Chief Marketing Officer
Integration
The company’s staff were surprised how fast the implementation was. The whole process was completed in less than five minutes. There was no demand for the company to purchase additional equipment as the Live Chat Alternative is using the already existing phone numbers.
Effortless Usage
The Builder’s Tools started using the service with no change in their day-to-day operations. No training or complex integrations were required. The inbound calls were quickly redirected to the phones of the responsible employees.
Customer's feedback
The Builder’s tools report that the Live Chat Alternative is easily recognizable by new and returning customers. In fact, the survey conducted among their customers shows that more than 80% of the returning customers are using the Live Chat Alternative to receive specifications about products they seek or to specify shipping information.
Industry Trends
Customer-centered approach is more and more important in the competitive online retail industry. Engaging shoppers personally shows the company’s dedication to provide the best service possible. Seasoned sellers see the direct communication over the phone as a powerful tool for upsales and cross-sales.
The Live Chat Alternative Usage Results
The Builder’s Tools reported 25% more sales over the phone. They also stated that Live Chat Alternative is a perfect addition to their whole sales and marketing process as it enhances other key performance indicators valuable to their business.
"From our point of view the Live Chat Alternative is a great service that helps us to sale more products and attract the attention of our store visitors."
Victor Todorov
Chief Marketing Officer
Purchasing traditional LiveChat software will uncover hidden costs like chat agents’ salaries and others. In differentiation to it, Live Chat Alternative utilizes your existing telephone lines to increase your sales volume without making changes in your staff’s daily routine and without the necessity of hiring new people.
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