The BlueBath Case Study

The Challenges

Limited Bandwidth to Proactively Engage Visitors

“When my internal team was handling the live chat they did not have the and resources to properly follow up on leads”

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Customer Hesitation

Many visitors felt insecure about purchasing bath and kitchen hardware online. Therefore, each online visitor needed personal treatment, escort and finally decision validation.

The Challenges

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Work Overload

“When my internal team was handling the live chat they did not have the and resources to properly follow up on leads”

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Customer Need For Decision Validation

Many visitors felt insecure about purchasing bath and kitchen hardware online. Therefore, each online visitor needed personal treatment, escort and finally decision validation.

The Solution – Proonto Associates

BlueBath added Proonto live chat software and hired two skill-based sales associates from the marketplace to staff the website during rush hours and proactively approach visitors. BlueBath started interacting with more visitors without increasing internal headcount.

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“When I heard about the proactive approach that Proonto’s technology offers where the associate can reach out to active users on the site I knew that this was our chance to add a new agent”

The Benefits

“Outsourcing the customer service team provides peace of mind. It’s a quick and easy way to grow staff without the difficulties of local hiring”

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Boost in Conversion Rate

Overall site wide conversion rate increased by 23% in one month

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Gaining Valuable Time

“Reduced the number of customer service and sales inquiries coming in via phone, chat. Freeing up my in-house teams time to provide better service”

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Gaining a Competitive Edge

“None of my competitors have pro-active chat agents standing by at this time, so my site is able to give the user a personal experience”

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Spike in Customer Satisfaction!

Over a dozen positive reviews that specifically mentioned how happy they were with the help from the live chat agent.

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