How did the Habys online store enhance the customer experience with CallPage?

Habys

E-commerce

2016

User experience

Problem

At the Habys online store, customers can choose from many products - specialized tables and other massage accessories. The company cares about maintaining high quality customer service. Potential clients often need guidance and advice on the choice of equipment, so to make it easier and faster for them to contact the company, they decided to install the CallPage widget. The application allows a customer who is browsing the website to order a callback in 28 seconds. In addition, the company's challenge was to keep users on the website at the most advantageous moment from a sales point of view, e.g,. when visitors spent a certain time browsing the store's offer.

Solution

The CallPage algorithm spots users who want to leave the online store, e.g,. after adding products to the cart. It then displays an offer with the option to order a callback in 28 seconds. In this way, the company takes the initiative for a conversation and encourages the potential customer to get in touch. During each month, an average of 80 people choose this form of contact on the e-store website. Customers are positively surprised to be able to contact a store advisor so quickly and directly. The company also uses the Night Mode feature that enables lead generation after hours. Thanks to this, if the customers browse the offer in the evenings or on weekends - the store can still obtain their data and offer contact at a convenient time. The implemented CallPage widget is completely matched to the appearance of the online store, which additionally builds trust of the recipients.

Key takeaways

2016 - the date of implementation of CallPage service on Habys websites 80 leads - average number of successful calls generated by CallPage. 5 min 19 sec - average call duration. 92.96% - successful calls generated by CallPage 5 employees - handle calls generated by CallPage

People have always been the most important thing for our company, therefore we try to be a good partner and advisor for our clients. We were looking for a tool that would support us in building positive relations with customers and make contact with our advisors even easier. We have managed to increase the quality of our service thanks to CallPage.

Krzysztof Urban, Marketing Manager at Habys

About Habys

Habys is a family company, strongly associated with Jaslo, located at the foot of the Low Beskids. The company has specialized in creating and selling professional massage tables for 20 years.

Company size: 50 employees
Industry: Ecommerce
Country: Poland
Challenge: Providing high quality customer service

Why did Habys decide to implement CallPage?

At the Habys online store, customers can choose from many products – specialized tables and other massage accessories. The company cares about maintaining high quality customer service. Potential clients often need guidance and advice on the choice of equipment, so to make it easier and faster for them to contact the company, they decided to install the CallPage widget. The application allows a customer who is browsing the website to order a callback in 28 seconds. In addition, the company’s challenge was to keep users on the website at the most advantageous moment from a sales point of view, e.g,. when visitors spent a certain time browsing the store’s offer.

Results:

The CallPage algorithm spots users who want to leave the online store, e.g,. after adding products to the cart. It then displays an offer with the option to order a callback in 28 seconds. In this way, the company takes the initiative for a conversation and encourages the potential customer to get in touch. During each month, an average of 80 people choose this form of contact on the e-store website.

Customers are positively surprised to be able to contact a store advisor so quickly and directly. The company also uses the Night Mode feature that enables lead generation after hours. Thanks to this, if the customers browse the offer in the evenings or on weekends – the store can still obtain their data and offer contact at a convenient time. The implemented CallPage widget is completely matched to the appearance of the online store, which additionally builds trust of the recipients.

Key takeaways:

2016 – the date of implementation of CallPage service on Habys websites
80 leads – average number of successful calls generated by CallPage.
5 min 19 sec – average call duration.
92.96% – successful calls generated by CallPage
5 employees – handle calls generated by CallPage