As an introduction, we want to tell you a short story. It was a long time ago when social networks and Internet were not so popular and did not offer many products and services. Then, a young freelancer saw the neighbor’s photo of her family and liked it so much that he take the number of telephone of that photographer and immediately called him. He left him a voicemail with an offer to create the website – he thought that people have to watch his great works. The websites were a new thing at that time, not many companies had their pages in the Internet. Now each company can have its website, be first in search engines and have thousands of subscribers in two weeks. That is why the freelancer did not hope too much that the photographer would call him back. But that’s how he acquired his first customer.
Hello, my name is Jane, and sometimes I like to spend a weekend with my boyfriend outside London – usually we rent a car to travel in England or fly to some cozy European city.
Recently I had good cause to organize a little break - two weeks remained before my boyfriend's birthday, and I decided to give him a romantic trip for a couple of days. Not having a lot of free time to call the travel agencies during the lunch break, I quickly found several websites and left requests on the possibility of organizing a weekend for two. In total, I sent 11 requests….
Hi, my name is Kate and as many girls I love shopping. Recently I tried to buy something online to refresh my look. In this regard, I just had a few questions about the availability of chosen sizes and models.
I decided to ask my questions to the customer services of these internet shops:
Nike, Levi’s, Wrangler, Michael Kors, Adidas, Tommy Hilfiger and Lacoste.
8 Online chats on the website
It appeared in 2006 and became the hope of entrepreneurs in the competition – online chat on the website. That was a great idea, which captured thousands of websites but turned to a useless. Operators answer very slow sometimes. And let’s be sincere… if we are fixed on buying something, we’d better call than chat. So, online chats that take agents’ time occupy the 8 th place in the ranking of the customers' distractions.
7 Blocking window on the exit
This is frequently abused by different websites. This blocking window on the exit “Are you sure you want to leave this website?” But the principal question is: how many people changed their mind and stayed on this website? 100% annoying window is under the number 7.
“Hi, my name is Richard Branson, I am the owner of Virgin Atlantic Airways. All the agents are busy at the moment…”
How to correct this misunderstanding and don’t let go a customer was invented by one Ukrainian startup by developing a simple and effective widget which is a relatively new and very popular product on the market.
Let’s focus on the heart of the problem using the example of an online shop. Product selection, basket, purchase – yes, it happens that a buyer is limited to this simple sequence and arrives to the moment of payment. However, statistics tell us that the majority of people have to talk to a sales assistant to specify the details (“Do you have the same one but in a different color?), to check the availability (“Do you sell a large wardrobe?”), in the case of special equipment and electronics there are questions of a technical nature… Moreover, maybe someone just wants to have a conversation with a real person.
We collected the market analytics of all the online assistants for the website and arrived at the conclusion that all of them just repeat themselves.
No wonder that more and more articles about chat inefficiency appear over the Internet. This is not exactly an objective opinion. It is most likely their working principle that is outdated.Large companies have already felt changes on the market and use new solutions, as Nike does.
Unfortunately, other companies stay behind. Many of them have to give in to promotional offers because there are a lot of articles, which describe obsolete solutions.
“Wow! You called back in 27 seconds! I thought you would not. Well done”. That is how usually beginphone conversations of potential customers with AlpIndustria-Tour.
The travel company has been using this callback service for 4 months and 3 months ago they stopped using toll free. Despite the big amount of calls on toll free it was not efficient: just 40% of requests led to conversion. There are less call requests with the callback widget, however more than 70% are the target customers.
How AlpIndustria-Tour searched for the tool to improve conversion