Leveraging Live Chat for Enhanced Customer Education and Revenue Expansion
Opportunity
While our client helps enterprises, small business and financial institutions function smoothly through their technology-enabled solutions, there was a lack of sales growth. The client enjoyed a solid in-house support team, yet agents weren’t capturing additional market share. No consideration was given to educating customers—mainly small and medium web-based businesses—on how other relevant company products could enhance their productivity. UnifyCX recognized the opportunity to improve customer education and increase sales throughout the client’s customer base by using live chat.
Solution
We began by analyzing the client’s complete product line, then created a training plan for our agents to maximize sales impact. Agents learned about add-on services the client offers, such as tools that protect customer websites against security issues and email defense products. As soon as agents began framing their chats with customers in terms of identifying business needs and helping improve operational efficiencies, the impact was noticeable. Per contact sales were $0.76 when this began; in the first month, they more than doubled to $1.98 per contact. Within the next few months, they reached $14 per contact, an increase of 1,742%.
Results
In addition to generating new revenue, agents also score a consistent 4.72 rating (out of 5) in Customer Satisfaction, with a range that is equal or greater than before we engaged with the client. UnifyCX leads all internal and outsource service providers in sales, and due to our success, the client is using our customer-education methodology to train internal sites. While many companies believe voice contact is the path to hearty revenue, our live chat yield proves that an enterprise can reach even higher heights with live chat support.
