The Chat Shop Grows Sales and Reaches 98% Customer Satisfaction

The challenge

Taking their customer service up a notch

The Chat Shop helps its clients make the most of their marketing budget and deliver more leads from their existing traffic. They also work with customers who need help with their websites or with those who need to improve customer experience. They increase bookings for student properties, generate leads for car parks, sell experience days, solve technical support issues, and much more.

By installing LiveChat, the company started to provide swift responses and seamless customer service. It also helped them increase customer happiness and their client’s sales. Jonny Everett, director of dustomer development at The Chat Shop, said:

One of our property clients closed $4.4 million in sales over nine months of using our service. That’s the real potential of chat when done well.

Jonny Everett, The Chat Shop

The solution

The Chat Shop needed to understand the customers’ needs and expectations of live chat to provide extraordinary service and support.

When Vita Student, one of their customers, started working with The Chat Shop, they competed with incumbents in the student property sector. Vita Student’s challenge was establishing its premium brand and achieving full occupancy of residences. “Now we convert 42.5% of people we chat to on their website.”

When The Chat Shop started the business, its founders vetted several live chat vendors. On the face of it, they all seemed to have very similar capabilities, but after they’ve delved deeper into each, they found LiveChat fit their needs perfectly.

They especially liked the freedom to customize the chat to fit their customer’s websites. According to Everett, LiveChat’s customer service was also important during the implementation process.

The LiveChat team was always there to help support us through the many questions we had at the time. We still work closely with LiveChat to provide them feedback that helps them to improve their software, which allows more consumers to have positive customer experiences.

Jonny Everett, The Chat Shop

Support multi-tool

One of the features The Chat Shop finds very useful in particular, is the ability to create unlimited agent accounts and apply them to any number of groups. It allows them to control what agents can access and who in the team will receive the chat.

Apart from simple chatting, The Chat Shop’s customer service team uses greetings to invite visitors to chat proactively. Since it’s possible to set up multiple criteria before the invitation starts, greetings are a very effective tool for customer support and sales.

We can generate even more leads, convert a higher proportion of customers and solve customer problems before they’ve even thought of contacting customer service. With our understanding of what makes a successful chat engagement strategy and LiveChat’s tool, we achieve engagement rates 150% higher than the industry average.

Jonny Everett, The Chat Shop

The Chat Shop’s team uses advanced reporting to use optimal greetings settings and monitor team performance. Being able to dig deep into individual clients, agents, and tags is critical to them.

The team also extracts the data from the API and uses a custom reporting tool to merge LiveChat data with Google Analytics data. The Chat Shop studies data on a macro and micro basis, working with clients to constantly look for ways to improve the performance of their service. 

Reporting is a crucial part of the company’s quality checks. Account managers review client chats and statistics weekly, and team leaders do so twice a week. This allows them to provide vital feedback and training so that they’re always growing as a team.

The result

The Chat Shop generates 50% more leads from existing website traffic

Looking at The Chat Shop’s results of LiveChat implementation, you can say one thing — they hit the jackpot. Their sales stats are the most impressive. They generate 50% more leads from existing website traffic. They also significantly increase conversion rates since visitors who chat are five times more likely to convert.

Their average customer satisfaction rating is also very high, at 98%. It’s not a surprise since they aim to help their customers as soon as possible.

Our first response times and average response times currently sit at a remarkable 29s and 32s, respectively. Fast and accurate LiveChat responses are key if you want the user to have a positive experience. Creating that experience allows us to deliver value for our clients, whether by capturing their details as a lead or resolving a nagging support issue.

Jonny Everett, The Chat Shop

The Chat Shop plans to reduce response times even further and help its clients hit bigger lead generation and conversion targets.

Kuba Rogalski

LiveChat