The Hot-Potato LIVE CHAT SERVICES HELPS WWW.KINGWESTLOFTS.CA INCREASE CONVERSION RATE BUILD UP BRAND IMAGE THROUGH ENHANCED CUSTOMER SERVICE

Based in Toronto, Canada www.kingwestlofts.ca is an online real estate agency in Canada.

Customer:	King West Lofts
Headquarter:	Toronto, Canada
URL:	http://www.kingwestlofts.ca
Industry:	Online Real Estate Agency

The Challenge

King West Lofts (KWL) gives its customers a competitive edge with insightful information about hottest properties in the area and helps them make prudent decision. KWL provides this up-to-date information for sales, purchase, rental and investment. The real challenge was to give the website visitors a confidence that they are dealing with the right company and provide them help when they are on a specific page and need help and during their stay give them best advice, convert them into sales lead and make them loyal website visitors.

The Solution

The Hot-Potato provided the best solution to KWL in the shape of its live chat engaging techniques. The solution helps KWL:

• spot out purchase intent and abandonment indicators: The Hot-Potato offers proactive chat solutions which the agents use intelligently.
• intelligently engage website visitors at the right time: The Hot-Potato provides an application which can tracked browsing behavior of the website visitors and the chat operators did the rest with their clever engagement skills.
• keep sales staff busy with quickest transfer of sales leads: The Hot-Potato agents keep on converting the hot qualified sales lead to the sales staff of KWL in real time who contact the prospective and convert them into sales.

The Benefits

"Opening up a proactive dialogue and engaging with customers while they were browsing, gives customers the opportunity to ask about anything they like. Quite like the shop assistant welcoming the customer as they come through the door or asking 'May I help?' Customer queries, stock enquires and existing orders are easily dealt with there and then!

The Result

KWL started to have the following positive results:

• 15% increase in online sales: Chat has become KWL’s best conversion tool which not only engages the website visitors but also assists their sales team convert them.
• 250% ROI: The solution brought more or less 250% ROI on the online investment for sales and marketing which proved to be highest as compared to any other medium.
• 40% reduced sales cycle: The Live Chat is one of the quickest way to interact with the prospective clients as it takes shortest as compared to phone call or emails.

The Hot-Potato LIVE CHAT SERVICES HELPS WWW.RKBATHROOMS.CO.UK UP THEIR BUSINESS LEVEL THROUGH ENHANCED CUSTOMER SERVICE

Based in London, UK www.rkbathrooms.co.uk is an online bathroom accessory store and sells in England, Scotland and Ireland and Europe.

Customer:	RK Bathrooms
Headquarter:	London, England
URL:	http://www.rkbathrooms.co.uk
Industry:	Online Retail – Bathroom Accessories

The Challenge

As a trusted online retailer with turnover grown from nothing to hundreds of thousands of pounds within few years, www.rkbathrooms.co.uk was hoping to take the business to the next level. They aimed to achieve this via search engine optimization, pay per click, social media and enhanced call center to improve sales conversion ratios and improved customer satisfaction and service levels. Many people visited their website and browsed, but the staff at www.rkbathrooms.co.uk could hardly see their visitors, let alone provide them with responsive and high quality support. www.rkbathrooms.co.uk wanted to up the level in terms of ways they could improve their customer service levels hence increased sales. This is understood that a happy customer will buy. Professional live chat support appears to be a viable solution. A good live chat service will engage the website visitor while they could enquire about availability via email or by calling the call centre, sometimes people needed an answer there and then on screen in 'real time'

The Solution

The Hot-Potato came out the best in all categories, comfortable beating all its competitors. It has been the most cost effective solution around by far, adding chat software and behind this professional chat agent on pay per performance basis looked appealing. This is indeed a great idea where you do not have to pay for anything but for a qualified lead where a qualified lead explained as:

a) website visitor’s name;
b) website visitor’s contact information;
c) website visitor’s interest to purchase specific product was a great solution.

The Benefits

"Opening up a proactive dialogue and engaging with customers while they were browsing, gives customers the opportunity to ask about anything they like. Quite like the shop assistant welcoming the customer as they come through the door or asking 'May I help?' Customer queries, stock enquires and existing orders are easily dealt with there and then!

Customer queries, stock enquires and existing orders are easily dealt with there and then!

Being able to see which referral websites and keywords brought the customer to the website was worth its weight in gold.

Being able to see where our customers are coming from in terms of countries and cities has assisted RK Bathrooms with their offline product marketing and which areas to concentrate more on.

The Result

RK Bathrooms started to have the following positive results:

Customer inquiry: it was easy for the website visitor to engage on the live chat to track their delivery, lodge their complaints and through a quick question regarding the products.

Sales lead: The Hot-Potato primary got engaged with RK Bathrooms for sales lead generation and this is way they were being paid for. On average The Hot-Potato has been able to generate 35-40 sales lead per month with an average order value of £200.