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Improving the quality of customer service by the Meble Bogart e-store

Meble Bogart - logo

Meble Bogart

E-commerce

2016

Sales

Problem

Problem

At the Meble Bogart online store, customers can choose from hundreds of products - furniture and interior accessories. The company puts great emphasis on the quality of customer service, which often requires tips and advice on choosing the right furniture. In order to further facilitate and speed up the contact between a potential customer and the company, it was decided to install the CallPage application. The application allows the store’s customer service agents to call back the customer in a dizzying 28 seconds. Additionally, the company wanted to attract the attention of potential customers and keep them on the website at the most favorable moment from the business point of view - that is, when the recipients are interested in making a purchase, e.g., they have spent a certain time browsing the store's offer.

Solution

Solution

The CallPage algorithm catches users who are about to leave the page and those who spend a certain amount of time browsing product subpages. Then, at the right moment, it displays an offer with the possibility of ordering a callback - a callback in 28 seconds. In this way, the company manages to take the initiative to talk directly to the interested person and break the barrier of contact that a potential customer might have. In the first 2 weeks, over 600 people from several countries chose this form of contact. Customers were positively surprised to be able to have such a quick, direct contact with a store consultant. It was also possible to implement a completely personalized look of the widget, ideally matching the design of the online store's website, which inspires trust among the recipients.

Key takeaways

Key takeaways

15 minutes - the time that elapsed from the installation of CallPage to the first call from a customer 1500 leads - average monthly number of sales calls generated by CallPage 2016 - date of implementation of CallPage 3 days - the time it took to implement CallPage on the meble-bogart.pl 3 employees - handle calls generated by CallPage.

In our company, we want to provide customers with the highest possible comfort of shopping. The level of customer convenience is also affected by the quality of service. For this reason, we are always open to using new tools and that is why we decided to try out the CallPage system. From the beginning we knew that we would be able to contact people visiting our e-shop at an express pace, but we were also surprised by the speed with which we implemented the application on the store's website. What is also important for us is the possibilities of personalization, thanks to which we can adjust the messages displayed in the window to the specific needs of our customers.

Kamil Soja, Director of Marketing and Sales at Meble Bogart

Kamil Soja, Director of Marketing and Sales at Meble Bogart

About Meble Bogart

Meble Bogart has many years of experience in the furniture and interior design industry. It specializes in the production and distribution of a wide range of upholstered furniture. The company offers wall units, furniture for kitchens, living rooms, bathrooms, youth rooms, study rooms or dining rooms, furniture for bedrooms and hallways. The company focuses on improving customer satisfaction and makes sure that customers are satisfied with their purchase. Bogart Furniture offers sales in a stationary store and an online store.

  • Company size: 50 employees
  • Industry: Ecommerce (furniture and interior design)
  • Country: Poland, but with international clients
  • Challenge: Increase the quality of customer service and the number of contacts to new customers

Why did Bogart decide to implement CallPage:

At the Meble Bogart online store, customers can choose from hundreds of products – furniture and interior accessories. The company puts great emphasis on the quality of customer service, which often requires tips and advice on choosing the right furniture. In order to further facilitate and speed up the contact between a potential customer and the company, it was decided to install the CallPage application.

The application allows the store’s customer service agents to call back the customer in a dizzying 28 seconds. Additionally, the company wanted to attract the attention of potential customers and keep them on the website at the most favorable moment from the business point of view – that is, when the recipients are interested in making a purchase, e.g., they have spent a certain time browsing the store’s offer.

Results:

The CallPage algorithm catches users who are about to leave the page and those who spend a certain amount of time browsing product subpages. Then, at the right moment, it displays an offer with the possibility of ordering a callback – a callback in 28 seconds.

In this way, the company manages to take the initiative to talk directly to the interested person and break the barrier of contact that a potential customer might have. In the first 2 weeks, over 600 people from several countries chose this form of contact. Customers were positively surprised to be able to have such a quick, direct contact with a store consultant.

It was also possible to implement a completely personalized look of the widget, ideally matching the design of the online store’s website, which inspires trust among the recipients.

Key takeaways:

  • 15 minutes – the time that elapsed from the installation of CallPage to the first call from a customer
  • 1500 leads – average monthly number of sales calls generated by CallPage
  • 2016 – date of implementation of CallPage
  • 3 days – the time it took to implement CallPage on the meble-bogart.pl
  • 3 employees – handle calls generated by CallPage.

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