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How does a specialty military apparel store increase order fulfillment with a callback plugin?

Spec Brands - logo

Spec Brands

E-commerce

2016

Sales

Problem

Problem

Since the day Specbrands.pl was founded it aims to make its products available for everyone connected with the military in any way. The key factor of the store's success is the customer. The decision to implement the CallPage application was made right away. The most important convincing argument to implement the solution is shortening the way of contact between the advisor and the customer. The owner of the store puts the quality of customer service above other aspects, and the possibility of ordering the call from the website in 28 seconds perfectly fits the company's goals. Specbrands.pl is a comprehensive combination of branded apparel and equipment with a commitment to constantly strive to meet the requirements of customers with the support of an advisor.

Solution

Solution

Specbrands.pl tries to stay ahead of competition on every level, that is why the decision to implement the CallPage widget was almost immediate. Just a few days after the implementation of the plugin, the system called back the first customer in less than 28 seconds. On a monthly basis, the store receives between 10 and 40 calls from the website via the CallPage system. What customers appreciate most is the possibility to get a free consultation in such a short time. Despite the fact that the system is used by only one person, the answering rate is at the level of 77%. The remaining unanswered calls are called back directly from the CallPage system panel when time allows.

Key takeaways

Key takeaways

2016 - since then we have been offering customers the ability to call via the CallPage widget. 1 advisor - handles calls generated from Specbrands.pl website. 372 leads - gained by CallPage application in a year 4 minutes - this is how long an average conversation via CallPage lasts.

Before the implementation of the CallPage system our customers contacted us mainly via e-mail and on our store profile on Facebook. They left messages to which we responded as quickly as we could. After installing the widget, we opened the way for fast and free phone contact and gave our customers a chance to talk to us and get our professional support. After the implementation, the number of contacts from CallPage increased significantly.

Jacek Wróblewski, Owner at specbrands.pl

Jacek Wróblewski, Owner at specbrands.pl

About Spec Brands:

Specbrands.pl is an online store, which offers equipment and clothing for uniformed services and shooting enthusiasts. Customers of the store include police officers of urban patrols, AT units, soldiers and private enthusiasts. Since 2015, the store has enjoyed uninterrupted popularity among all those who supply the ranks of military and police units. The offered products and brands are very popular, so one of the challenges of the store is to provide efficient and fast customer service.

  • Company size: One-person operation
  • Industry: Ecommerce
  • Country: Poland
  • Challenge: To provide the best e-commerce experience in terms of product range, quality of service and approach to store management

Why did Spec Brands decide to implement CallPage:

Since the day Specbrands.pl was founded it aims to make its products available for everyone connected with the military in any way. The key factor of the store’s success is the customer. The decision to implement the CallPage application was made right away. The most important convincing argument to implement the solution is shortening the way of contact between the advisor and the customer.

The owner of the store puts the quality of customer service above other aspects, and the possibility of ordering the call from the website in 28 seconds perfectly fits the company’s goals. Specbrands.pl is a comprehensive combination of branded apparel and equipment with a commitment to constantly strive to meet the requirements of customers with the support of an advisor.

Results:

Specbrands.pl tries to stay ahead of competition on every level, that is why the decision to implement the CallPage widget was almost immediate. Just a few days after the implementation of the plugin, the system called back the first customer in less than 28 seconds. On a monthly basis, the store receives between 10 and 40 calls from the website via the CallPage system. What customers appreciate most is the possibility to get a free consultation in such a short time. Despite the fact that the system is used by only one person, the answering rate is at the level of 77%. The remaining unanswered calls are called back directly from the CallPage system panel when time allows.

Key takeaways:

  • 2016 – since then we have been offering customers the ability to call via the CallPage widget.
  • 1 advisor – handles calls generated from Specbrands.pl website.
  • 372 leads – gained by CallPage application in a year
  • 4 minutes – this is how long an average conversation via CallPage lasts.

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