John Carter
Head of Marketing
How a Luxury Mirror Store Achieved a 9X Revenue Impact and Boosted Their Conversion Rate by 16X With Live Chat
The store was struggling with abandoned carts and needed a better strategy to engage customers. Learn how visitors that chat converted 16x higher with an average order value to 180% thanks to HelpFlow.
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Project results
One of our clients is a store that sells luxury mirrors with over 9000 visits per month and an average conversion rate of 0.56% (common for high ticket products). Like many eCommerce stores, an area where it was struggling was cart abandonment. Too many customers were not following through with their orders.
Since they’re selling complex products and had many SKUs, their site was also hard to navigate for customers.
Thanks to HelpFlow, the company recovered more abandonment carts than ever before while boosting their conversion rate and average order value — all thanks to the power of live chat.
Key Results
Goal: Getting 7.5% of abandoned checkouts.
Results: They exceeded their goal and were able to recover more than 15% of their abandoned carts
Conversion Rate w/ Live Chat: 16X higher than without it
AOV of Visitors Engaged in Chat:180% higher than without it
Terms Definition
Revenue Impact: Revenue increase for every $1 invested with HelpFlow.
Conversion Rate: Percentage of visitors who turned into paying customers.
AOV: Average order value per sale.
Key Results
Goal: Getting 7.5% of abandoned checkouts.
Results: They exceeded their goal and were able to recover more than 15% of their abandoned carts
Conversion Rate w/ Live Chat: 16X higher than without it
AOV of Visitors Engaged in Chat:180% higher than without it
Terms Definition
Revenue Impact: Revenue increase for every $1 invested with HelpFlow.
Conversion Rate: Percentage of visitors who turned into paying customers.
AOV: Average order value per sale.
A Closer Look at the Client’s Business
Founded in 2014, the store sells mirrors that come with a good balance between quality and affordability. They take pride in helping homeowners make their space more elegant and sophisticated.
The store sells everything from bathroom mirrors to large wall mirrors. Their products come in different styles, such as contemporary design, classic or antique.
Outside of business, there are various causes that the mirror company holds dear. For example, to reduce their earthly footprint, they offer carbon-neutral shipping and packaging standards whenever they can.
Each customer has different needs and tastes. So to help them during their choice, the store offers a free design consultation call with their team of interior designers. It helps the customer find the perfect mirror that fits their taste and budget.
The brand has a very happy customer base. They have a perfect 5-star rating on Google and are known for their excellent customer service.
A Closer Look at the Client’s Business
Founded in 2014, the store sells mirrors that come with a good balance between quality and affordability. They take pride in helping homeowners make their space more elegant and sophisticated.
The store sells everything from bathroom mirrors to large wall mirrors. Their products come in different styles, such as contemporary design, classic or antique.
Outside of business, there are various causes that the mirror company holds dear. For example, to reduce their earthly footprint, they offer carbon-neutral shipping and packaging standards whenever they can.
Each customer has different needs and tastes. So to help them during their choice, the store offers a free design consultation call with their team of interior designers. It helps the customer find the perfect mirror that fits their taste and budget.
The brand has a very happy customer base. They have a perfect 5-star rating on Google and are known for their excellent customer service.
The Challenge
The business has been scaling since its launch in 2014, with traffic and sales increasing each year. However, there’s always room for more growth.
Cart abandonment was a significant roadblock to getting to their revenue goals, and they’re not the only ones: 69% of carts online never get purchased. Without a strategy to win back lost sales, they were throwing tons of potential revenue out the window.
With so many different products on their website, customers also had a hard time finding the perfect mirror. They needed to find a solution to guide visitors to the right area of their website and win more sales.
That’s where HelpFlow came to help.
Goals for Working HelpFlow
You can’t drive results without a clear target in mind. Here are the goals that the store wanted to achieve during their collaboration with HelpFlow:
- 24/7 Live Chat Capability: They needed a third-party customer service team that’s active at all hours to answer their customers’ questions.
- Capture More Abandoned Carts: Abandoned carts were eating away their revenue. They needed an effective way to win back lost sales and get prospects to pull the trigger.
- Simplify Product Selection: The store wanted to make it easier for visitors to find what they’re looking for and narrow down on what they need through live chat.
- Higher conversion rate: By engaging customers and visitors with live chat, they expected to see an increase in their conversion rate.
- Positive Revenue Impact: The company needed to see a direct rise in revenue after implementing HelpFlow’s chat tool and services.
Take the first step today and schedule your free strategy call.
Client Benchmark
Average Web Traffic: 900 visitors/month
Conversion Rate: 0,56%
AOV: 564 AUD
Client Benchmark
Average Web Traffic: 900 visitors/month
Conversion Rate: 0,56%
AOV: 564 AUD
Client Benchmark
Average Web Traffic: 900 visitors/month
Conversion Rate: 0,56%
AOV: 564 AUD
The Strategy
To create the perfect strategy, HelpFlow researched the brand’s previous results, pain points, and what they did so far to engage customers. From there, we created a game plan divided into two principal tactics to help them boost their revenue:
1. Reduce abandoned carts
2. Simplify complex product selection
Strategy #1: Reduce Abandoned Carts
Cart abandonment is a pain to deal with and harms your overall revenue. Let’s just take a look at the scenario below:
Let’s say you generate 100,000 visitors each month, and around 7% add a product to their cart. Your store’s average order value is $100.
That represents 7,000 carts and $700,000 in revenue. So far, so good, are we right?
However, that doesn’t represent the full picture. If 70% of those customers abandon their cart, you’re losing $350,000 in potential sales.
While it’s not possible to 100% eliminate cart abandonment, you can still minimize it by using the right tactics, such as live chat.
We figured that if the client wanted to achieve their revenue goals, they needed to recover at least 7.5% of their abandonment carts. Here’s how HelpFlow planned to help them achieve this goal:
- On Site-Tracking: With HelpFlow, our team can easily monitor abandoned carts the second they happen. By tracking abandoned carts quickly, it’s going to be easier to re-engage the customer and get them to complete the purchase.
- After-Hour Shopping: There’s no taking breaks in eCommerce. Our customer service can answer your prospect’s question at any time, whether it be on a Sunday evening or during the holiday season.
- Cart Abandonment Prediction System: HelpFlow comes with an advanced system that predicts when a shopper is about to abandon their cart. From there, our team can reach out 1-2 steps before and re-engage before they drop their purchase.
End Goal for Positive Revenue Impact: Recover 7.5% of Customer Abandoned Carts
Strategy #2: Simplify Purchase Process
The next step was to make it easier for customers to browse through products and find the best one that fits them. With so many choices at hand, customers often felt lost on which mirror to pick.
Thankfully, live chat allows you to quickly engage customers and help them out in their purchase decisions.
The simple reason why it’s so effective is because it feels more personal. When a customer has a complex question about one of your products, it’s much easier if they ask their question to an actual human being.
From there, all you have to do is guide them through the right areas of the website, so they can find exactly what they’re looking for.
Here’s how we planned to help the store’s customers with their product selection:
- Tracking Multi-Product Viewers: HelpFlow helps you identify shoppers that are looking at different products to compare.
- Get the Customer to Purchase: Once we identify which product the customer is most interested in, we reach back to answer questions and provide suggestions to get the prospect to buy it.
End Goal for Positive Revenue Impact: Get 0.5% of Multi-Views
Stats on Cart Abandonment
According to Forrester research, shopping cart abandonment currently causes eCommerce brands to lose a staggering $18 billion in yearly sales revenue.
Reasons for abandoning carts can include lack of clarity about the order, questions about shipping or discounts, and “just browsing”, according to OptinMonster.
On phone devices, Barilliance says cart abandonment can be as high as 80.79%.
Barilliance tells us that cart abandonment email open rates are incredibly high at around 43.3%.
Terms Definition
Revenue Impact: Revenue increase for every $1 invested with HelpFlow.
Conversion Rate: Percentage of visitors who turned into paying customers.
AOV: Average order value per sale.
The Results: Beyond Expectations
Here are the results that HelpFlow was able to achieve for the eCommerce mirror store, In one month:
- 9X Revenue Impactvs HelpFlow cost
- 16X higher conversionrate with chat
- Recovered 15% of their abandoned carts
- 180% higher AOVthrough chat
Results Breakdown: Revenue Impact
Revenue impact is a vital metric to measure to make sure a client gets the most out of HelpFlow.
The business was able to achieve an excellent revenue impact of 9X. It means that they would have earned the client nine times their investment with HelpFlow.
When it comes to cart abandonment, we helped the store recover more than 12% of lost sales.That’s around 4.5% more than our target goal of getting 7.5% of abandoned checkouts.
While we didn’t meet strategy goal #2, chat revenue was able to exceed their break-even point.
Results Breakdown: New Sales
Along with a higher revenue impact, the business drove more sales, thanks to live chat.
With HelpFlow’s chat team, they generated an extra 29 sales to their revenue within just 30 days. They were able to land 78 new sales without live chat, which means they increased their sales by 25% for that month.
Results Breakdown: Conversion Rate
The average conversion rate in eCommerce is only 2.86%. Before collaborating with HelpFlow, the mirror store had a below-average conversion of only 0.32%.
By implementing live chat, they were able to take their conversions to the next level: their conversion rate skyrocketed to up to 5.28%. That represents an impressive 16X increase.
Pretty good numbers, if you ask us.
Results Breakdown: Average Order Value (AOV)
Lastly, HelpFlow had a solid impact on the company’s average order value.
Before reaching out to us, their average-order value was hovering around 603 AUD. Thanks to live chat, that number went up 1,100 AUD — a whopping increase of over 184% in average-order value.
