E-commerce
Interiors webshop
An interiors webshop lost evening revenue to unanswered product questions. Chathands took over live chat and WhatsApp until 22:00 and answered tailored questions within a minute.
- Sector
- E-commerce
- Channels
- Live chat · WhatsApp
- Result
- More questions were answered immediately, even outside office hours.
Summary
An interiors webshop lost evening revenue to unanswered product questions. Chathands took over live chat and WhatsApp until 22:00 and answered tailored questions within a minute.
The challenge
Lots of product questions came in during the evening, but nobody was available to answer. Visitors left the webshop without buying.
Our approach
01
Conversation analysis
We mapped the recurring questions: Lots of product questions came in during the evening, but nobody was available to answer. Visitors left the webshop without buying.
02
Team and knowledge base
We trained a dedicated team on tone of voice, products and processes, and captured everything in a shared knowledge base.
03
Live on the channels
Chathands took over live chat and WhatsApp until 22:00. Our specialists answered bespoke questions, gave advice based on images and helped visitors through the checkout process.
04
Steering on data
Weekly reporting on volume, response time and topics. The effect: More questions were answered immediately, even outside office hours.
Results
- Response time
- Within 30 seconds
- Handled conversations
- +1,200 / month
- Leads
- +28%
- Customer satisfaction
- 4.8 / 5
Frequently asked questions
How fast was this team live?
A team like this is usually live within two weeks: onboarding, training on your tone of voice and the first conversations on Live chat · WhatsApp.
Does the brand experience stay intact?
Yes. Our specialists work entirely under the name of Interiors webshop and follow the agreed tone of voice and escalation rules.
Why is this case anonymous?
We keep our clients anonymous because of privacy and the reputation of the organisations we serve. During a demo we show live examples of specific situations.
What does a setup like this cost?
Monthly plans start at 149 euro per month plus 2.75 euro per handled conversation, including our own customer communication software. Flex works without a monthly fee.
Your customers are already talking. Let Chathands answer.
Real people. Real conversations.