{"id":8569,"date":"2020-08-03T12:41:09","date_gmt":"2020-08-03T12:41:09","guid":{"rendered":"https:\/\/www.gosquared.com\/blog\/?p=8569"},"modified":"2020-08-03T14:28:57","modified_gmt":"2020-08-03T14:28:57","slug":"how-packwire-closes-more-customers-via-chat","status":"publish","type":"post","link":"https:\/\/www.gosquared.com\/blog\/how-packwire-closes-more-customers-via-chat","title":{"rendered":"How Packwire closes more customers via Live Chat"},"content":{"rendered":"\n
\"\"\/<\/figure>\n\n\n\n

Simple is better. That\u2019s true when you\u2019re buying something complicated online. And that\u2019s also true when you\u2019re selling online.<\/p>\n\n\n\n

Fortunately, Phil Bagdasarian, CEO of Packwire<\/a>, is a champion of simplicity, both in his company\u2019s offering to customers and in how he chooses to run and grow his business.<\/p>\n\n\n\n

Phil has been using a few smart live chat tricks to grow sales, and now 30% of Packwire\u2019s revenue comes from chat.<\/p>\n\n\n\n

In this live chat case study, learn how Phil spends his time with the most valuable potential customers.<\/p>\n\n\n\n

Meet Packwire, the packaging startup that makes boxes easy to design & order<\/h2>\n\n\n\n
\"\"\/<\/figure>\n\n\n\n

\u201cPackwire is an easy way for entrepreneurs and product innovators to order packaging online and at lower quantities,\u201d Phil explains. \u201cWe provide a simpler experience than traditional packaging companies do, and our customers can order from us without any technical design knowledge.\u201d<\/p>\n\n\n\n

The company serves primarily e-commerce startup founders, but also product and design employees at Fortune 500 companies. Essentially, anyone that wants quality packaging with a great online ordering experience is a fit.<\/p>\n\n\n\n

\u201cWhat really differentiates us is our 3D builder. So, you can just design your box right on our website,\u201d says Phil. Of course, customers can upload their Adobe Illustrator files (typically called dielines), but they don\u2019t have to. Think of the builder like Canva for making boxes.<\/p>\n\n\n\n

\"\"\/<\/figure><\/div>\n\n\n\n

Why Packwire uses chat as a key sales channel<\/h2>\n\n\n\n

When Phil launched Packwire three years ago, he started using GoSquared within the first couple of weeks of launching. He was looking for a live chat solution, and initially didn\u2019t plan on using GoSquared\u2019s website analytics (though he would later learn that the analytics foundation would come in handy for chat\u2014more on that below).<\/p>\n\n\n\n

Since he implemented GoSquared\u2019s Live Chat<\/a> so quickly after launching, it\u2019s clear that he was prepared to take chat seriously.<\/p>\n\n\n\n

Packaging is complicated. Not only is there the need to get the design and sizing just right, but price is also critical. The cost of the boxes and the amount to ship the boxes can have a major impact on the profitability of the product.<\/p>\n\n\n\n

Phil knew he would need to be available to answer questions from day one, and there\u2019s no better way to do that than with chat.<\/p>\n\n\n\n

\u201cI prefer using chat over the phone because it\u2019s easier and more convenient for everyone,\u201d says Phil.<\/p>\n\n\n\n

Chat allows Phil to take care of customer questions in a short, direct way that benefits everybody.<\/p>\n\n\n\n

Capturing email addresses to continue the conversation<\/h2>\n\n\n\n

Phil makes sure to capture as many email addresses as possible, in case the potential customer leaves before he has a chance to reply.<\/p>\n\n\n\n

As soon as someone asks a question, an automated message appears saying that someone will answer them soon and requesting their email address in case they go offline.<\/p>\n\n\n\n

\"\"\/<\/figure><\/div>\n\n\n\n

What about after hours?<\/h2>\n\n\n\n

If a message is sent outside of business hours, the GoSquared Assistant lets the website visitor know that the team is off and what time they\u2019ll be back the next day.<\/p>\n\n\n\n

\u201cIt says that they\u2019ve reached us outside of our business hours and somebody is going to be in touch when we\u2019re open,\u201d Phil explains.<\/p>\n\n\n\n

Again, the website visitor is asked to drop their email in. This way, Phil retains leads even when he\u2019s sleeping. Then the next day, he replies to the messages he received overnight, and the responses get delivered to the potential customers\u2019 email inbox.<\/p>\n\n\n\n

How web analytics makes chat conversations more successful<\/h2>\n\n\n\n
\"\"\/<\/figure>\n\n\n\n

\u201cThe person who managed chat before me moved to a different role in the company, so now I\u2019m the only one who handles chat,\u201d says Phil. As the sole person in charge of responding, Phil needs to be able to protect his precious time because as CEO, he has plenty of other work to do.<\/p>\n\n\n\n

By combining website analytics with chat, he\u2019s able to make his chatting time more effective in a few key ways.<\/p>\n\n\n\n

Discovering what page the website user is on<\/h3>\n\n\n\n

Originally, Phil signed up only for Live Chat<\/a> and wasn\u2019t expecting to get much use out of Analytics<\/a>. \u201cBut then I ended up using it a lot, and I still am. It\u2019s easy to see what\u2019s happening and learn what page the client is looking at while you\u2019re chatting with them.\u201d<\/p>\n\n\n\n

If they\u2019re on the FAQ page, then Phil might assume they\u2019re looking for detailed information, maybe about how to upload dielines or something similar. If they\u2019re on the builder, he might assume they\u2019re getting stuck choosing options or finalizing their design.<\/p>\n\n\n\n

\"\"\/<\/figure>\n\n\n\n

Knowledge of the users\u2019 geographical location<\/h3>\n\n\n\n

Seeing where users are coming from geographically is also really useful.<\/p>\n\n\n\n

\u201cBoxes are pretty bulky,\u201d Phil says. \u201cMost of the time, if they\u2019re outside of Canada, the United States or Mexico, the shipping is just going to be way too much. If I see that they\u2019re in the States or Canada or even Mexico, I don\u2019t ask them. But if I see that they\u2019re from somewhere else, I\u2019ll ask where they\u2019re located. Then I\u2019ll suggest another company because the cost of shipping means we\u2019re not a good fit.\u201d<\/p>\n\n\n\n

It\u2019s better to just politely cut the conversation short if shipping is going to kill product profitability for the client. Phil says, \u201cKnowing geographical location helps me protect my time.\u201d<\/p>\n\n\n\n

Knowledge of the user\u2019s device type (crucial for helping with the 3D box builder)<\/h3>\n\n\n\n

Phil can get even more insights about who he\u2019s chatting with. Another important thing which he\u2019ll often check while talking with someone is what kind of device they\u2019re on.<\/p>\n\n\n\n

Once a potential customer has initiated a chat conversation, Phil can get the info he needs to be as helpful as possible.<\/p>\n\n\n\n

\u201cThe device is really important for us because it\u2019s really hard to design with our 3D box configurator on a mobile phone. The screen is just too small. When they\u2019re mobile, and they\u2019re talking about running into challenges, then I can encourage them to use a desktop computer,\u201d Phil explains.<\/p>\n\n\n\n

Phil details his strategy for using this information effectively: \u201cIf I see that they\u2019re on mobile, I ask them, \u2018Are you on a mobile phone?\u2019 And they say, \u2018Yes,\u2019 I already know that they are, but I ask them so that it doesn\u2019t feel intrusive. Then I invite them to come back on a computer, and they usually come back and say something like \u2018Oh, okay. It\u2019s great. It\u2019s working now.\u2019\u201d<\/p>\n\n\n\n

\"\"\/<\/figure>\n\n\n\n

Chat prompts for important pages<\/h2>\n\n\n\n

Chat prompts are another great example of how chat combined with website analytics is more powerful than chat all on its own.<\/p>\n\n\n\n

Chat prompts show up when triggered by a website visitors\u2019 behaviour.<\/p>\n\n\n\n

\"\"\/<\/figure><\/div>\n\n\n\n

They\u2019re a small, unintrusive box at the lower right-hand corner of the screen, and the user can click on it to expand it and reply.<\/p>\n\n\n\n

\"\"\/<\/figure><\/div>\n\n\n\n

Phil has set up three different chat prompts for Packwire, with the one for the builder initiating the most conversations and contributing the most amount of revenue.<\/p>\n\n\n\n

\u201cOur 3D platform can be a bit overwhelming sometimes,\u201d says Phil. \u201cAnd even if it\u2019s not, most of the time, clients are going to have questions about, for example, if we make inserts or if we have a certain type of cardboard. So if they stay on our configurator for two minutes, there\u2019s a prompt that\u2019s going to pop up saying, \u2018Do you need anything? Can I give you a hand?\u2019\u201d<\/p>\n\n\n\n

Here are the chat prompts Phil is currently utilizing on the Packwire site:<\/p>\n\n\n\n

  • 30 seconds spent on the FAQ page – Checks if the user had a question that wasn\u2019t covered on the page.<\/li>
  • 2 minutes spent in the 3D box builder – Helps close the deal and take care of any questions that may come up while finalizing the design.<\/li>
  • 30 seconds spent on the contact page – Encourages users to start a chat if they don\u2019t feel like filling out the form.<\/li><\/ul>\n\n\n\n

    Because these chat prompts are so successful, Phil plans to set up more that utilize analytics and user behaviour, such as if a website visitor has come on the site three times in one week.<\/p>\n\n\n\n

    Chat results: 30% of sales close after a chat<\/h2>\n\n\n\n
    \"\"\/<\/figure>\n\n\n\n

    It\u2019s true: packaging is complicated. But buying packaging doesn\u2019t have to be. Even though Packwire has made the process as easy as possible, the packaging is such a critical part of an ecommerce business that many new customers will inevitably have questions.<\/p>\n\n\n\n

    \u201cWe sell at least 30% of our orders using GoSquared\u2019s Live Chat,\u201d says Phil. \u201cI do a lot of business through chat because the average order size for something like boxes is a lot higher than if you\u2019re just buying a product for yourself. With packaging, you\u2019re buying something for your business. So people will have questions. And having the Live Chat for us is really huge.\u201d<\/p>\n","protected":false},"excerpt":{"rendered":"

    Simple is better. That\u2019s true when you\u2019re buying something complicated online. And that\u2019s also true when you\u2019re selling online. Fortunately,…<\/p>\n","protected":false},"author":32,"featured_media":0,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[1585],"tags":[1122,563],"class_list":["post-8569","post","type-post","status-publish","format-standard","hentry","category-customer-success","tag-customers","tag-live-chat"],"yoast_head":"\nHow Packwire closes more customers via Live Chat - GoSquared Blog<\/title>\n<meta name=\"description\" content=\"In this live chat case study, learn the tactics that Phil Bagdasarian has been using to grow sales to the point where 30% of Packwire\u2019s revenue comes from live chat.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.gosquared.com\/blog\/how-packwire-closes-more-customers-via-chat\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"How Packwire closes more customers via Live Chat\" \/>\n<meta property=\"og:description\" content=\"In this live chat case study, learn the tactics that Phil Bagdasarian has been using to grow sales to the point where 30% of Packwire\u2019s revenue comes from live chat.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.gosquared.com\/blog\/how-packwire-closes-more-customers-via-chat\" \/>\n<meta property=\"og:site_name\" content=\"GoSquared Blog\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/GoSquared\" \/>\n<meta property=\"article:published_time\" content=\"2020-08-03T12:41:09+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2020-08-03T14:28:57+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.gosquared.com\/blog\/wp-content\/uploads\/2020\/08\/20_07_08_Boxes_OG_01@2x.png\" \/>\n\t<meta property=\"og:image:width\" content=\"2049\" \/>\n\t<meta property=\"og:image:height\" content=\"1025\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/png\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:image\" content=\"https:\/\/www.gosquared.com\/blog\/wp-content\/uploads\/2020\/08\/20_07_08_Boxes_OG_01@2x.png\" \/>\n<meta name=\"twitter:creator\" content=\"@GoSquared\" \/>\n<meta name=\"twitter:site\" content=\"@GoSquared\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Dayana Mayfield\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"8 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Organization\",\"@id\":\"https:\/\/www.gosquared.com\/blog\/#organization\",\"name\":\"GoSquared\",\"url\":\"https:\/\/www.gosquared.com\/blog\/\",\"sameAs\":[\"https:\/\/instagram.com\/gosquaredteam\",\"https:\/\/www.linkedin.com\/company\/go-squared-ltd.\",\"https:\/\/www.facebook.com\/GoSquared\",\"https:\/\/twitter.com\/GoSquared\"],\"logo\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/www.gosquared.com\/blog\/#\/schema\/logo\/image\/\",\"url\":\"https:\/\/www.gosquared.com\/blog\/wp-content\/uploads\/2015\/07\/gosquared.png\",\"contentUrl\":\"https:\/\/www.gosquared.com\/blog\/wp-content\/uploads\/2015\/07\/gosquared.png\",\"width\":1270,\"height\":250,\"caption\":\"GoSquared\"},\"image\":{\"@id\":\"https:\/\/www.gosquared.com\/blog\/#\/schema\/logo\/image\/\"}},{\"@type\":\"WebSite\",\"@id\":\"https:\/\/www.gosquared.com\/blog\/#website\",\"url\":\"https:\/\/www.gosquared.com\/blog\/\",\"name\":\"GoSquared Blog\",\"description\":\"Turn visitors into customers.\",\"publisher\":{\"@id\":\"https:\/\/www.gosquared.com\/blog\/#organization\"},\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\/\/www.gosquared.com\/blog\/?s={search_term_string}\"},\"query-input\":\"required name=search_term_string\"}],\"inLanguage\":\"en-US\"},{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/www.gosquared.com\/blog\/how-packwire-closes-more-customers-via-chat#primaryimage\",\"url\":\"https:\/\/www.gosquared.com\/blog\/wp-content\/uploads\/2020\/08\/20_07_08_Boxes_OG_01@2x.png\",\"contentUrl\":\"https:\/\/www.gosquared.com\/blog\/wp-content\/uploads\/2020\/08\/20_07_08_Boxes_OG_01@2x.png\",\"width\":2049,\"height\":1025},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/www.gosquared.com\/blog\/how-packwire-closes-more-customers-via-chat#webpage\",\"url\":\"https:\/\/www.gosquared.com\/blog\/how-packwire-closes-more-customers-via-chat\",\"name\":\"How Packwire closes more customers via Live Chat - 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