{"id":8582,"date":"2020-10-13T09:15:44","date_gmt":"2020-10-13T09:15:44","guid":{"rendered":"https:\/\/www.gosquared.com\/blog\/?p=8582"},"modified":"2020-10-13T09:15:48","modified_gmt":"2020-10-13T09:15:48","slug":"dcode-live-chat","status":"publish","type":"post","link":"https:\/\/www.gosquared.com\/blog\/dcode-live-chat","title":{"rendered":"How Dcode lowers their app uninstall rate with live chat support"},"content":{"rendered":"\n
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Live chat support is better than email support because it\u2019s more immediate, personal, and ultimately helpful for the customer. Don\u2019t believe us? The proof is in Dcode\u2019s numbers. Dcode is an app for Shopify stores that provides a better solution for discount codes than what Shopify provides on its own.<\/p>\n\n\n\n

The Dcode team has discovered something even more insightful about live chat though: when backed with user analytics and customer data, it\u2019s possible to provide even better support. By checking user activity during the chat conversation, issues can get resolved faster and easier.<\/p>\n\n\n\n

In this post, we explore how Dcode uses GoSquared\u2019s analytics-powered live chat to help customers and ultimately lower their app uninstall rate.<\/p>\n\n\n\n

Meet Dcode: the discount code box that can be added to any Shopify page<\/h2>\n\n\n\n

\u201cOur app provides the discount box on the cart page where customers can apply the code and immediately see how much they save,\u201d explains Ashrit Johri, Head of Customer Support at Dcode<\/a>.<\/p>\n\n\n\n

Ordinarily, Shopify only displays discount code boxes on the checkout page, but this can frustrate customers who want to see how much their cart would be before deciding to checkout. This can mean lost sales for ecommerce sellers.<\/p>\n\n\n\n

With\u00a0Dcode<\/a>, Shopify store owners can add the discount code box to the cart view page, or to any page they want. By adding it to the cart page, they can inspire shoppers to go ahead and seize the discount. Switching it from the checkout page to the cart page is a small tweak that can have a big impact on a shop\u2019s sales.<\/p>\n\n\n\n

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Why live chat?<\/h2>\n\n\n\n

Initially, the Dcode team was only offering support via email, but this was problematic. They would receive too many successive emails in a row, making the conversation confusing.<\/p>\n\n\n\n

\u201cSome new customers would get frustrated and send 10 emails in a row, and then eventually just uninstall the app,\u201d explains Ashrit. \u201cThe main purpose of live chat is that we can give them instant support.”<\/p>\n\n\n\n

It\u2019s critical that Dcode customers configure the discount box properly, especially when they\u2019re advertising a promotion.<\/p>\n\n\n\n

Otherwise, they could not only lose sales, but also waste money on ads. The goal with providing live chat in addition to email support was to be available more immediately and hopefully lower the rate of uninstalls.<\/p>\n\n\n\n

Dcode was able to lower their uninstall rate, but we\u2019ll get into the results in a moment. First, let\u2019s take a look at how Dcode goes above and beyond basic live chat support by incorporating GoSquared Analytics<\/a>.<\/p>\n\n\n\n

\u201cOur uninstall rate has decreased, because customers get solutions instantly.\u201d – Ashrit Johri, Head of Customer Support at Dcode<\/p>\n\n\n\n

How Dcode uses customer data to make live chat more meaningful<\/h2>\n\n\n\n

\u201cMost of the queries I receive most of the day are technical queries,\u201d says Ashrit. \u201cThey didn’t like the discount box they set up, or they didn’t get it set up properly on their cart page, or it didn’t integrate with their theme. These are the main problems. Live chat support is a very good way they can get help instantly.\u201d<\/p>\n\n\n\n

To make live chat even more helpful, Ashrit utilizes GoSquared\u2019s other features, Customer Data Hub and Analytics.<\/p>\n\n\n\n

Instantly seeing the customers\u2019 email<\/h3>\n\n\n\n

All users are stored inside of the Customer Data Hub<\/a>, where you can see their email, their country, how long they\u2019ve been a customer, and other key information. Without having to ask for it, Ashrit can see the email address of any user who is chatting with him so that he can go and look up their customer account.<\/p>\n\n\n\n

\u201cI check if they are a paid member or if they are on a trial so I know if they have access to premium features or not,\u201d explains Ashrit.<\/p>\n\n\n\n

This helps to inform his responses so he can cut to the chase and provide accurate support as quickly as possible.<\/p>\n\n\n\n

\u201cBy checking activity, I can support inexperienced users versus long-term users in different ways.\u201d – Ashrit Johri, Head of Customer Support at Dcode.<\/p>\n\n\n\n

Checking user activity to better understand the issue<\/h3>\n\n\n\n

Another key way that Ashrit elevates the way he provides live chat support is to check the user\u2019s activity inside of the product. This makes it effortless to gauge the sort of support that the customer needs.<\/p>\n\n\n\n

\u201cBy checking activity, I can support inexperienced users versus long-term users in different ways,\u201d says Ashrit.<\/p>\n\n\n\n

Are they a new customer who needs to configure the discount box?<\/p>\n\n\n\n

Are they a long-time customer who might be experiencing a bug?<\/p>\n\n\n\n

Here are some examples of common things Ashrit can discover in users\u2019 activity.<\/p>\n\n\n\n

New users who haven\u2019t visited the admin panel frequently (or at all)<\/h4>\n\n\n\n

Ashrit explains, \u201cLet\u2019s say I have a new customer with multiple support tickets under their name. I can see that they have visited the admin panel only once. So it\u2019s clear that this person isn\u2019t understanding that they can easily setup the discount box themselves inside of the admin panel. They are asking questions instead of trying to play around with it.\u201d<\/p>\n\n\n\n

Ashrit might politely point them to the right features to get started, or walk them through a couple of things, or\u2014if they still seem frustrated or confused\u2014he might try to collect feedback on the UX to pass the product developer.<\/p>\n\n\n\n

Experienced users who clearly know how to configure the app themselves<\/h4>\n\n\n\n

On the other hand, it\u2019s also possible to see when customers have had lots of activity inside of the admin panel where the discount boxes are configured.<\/p>\n\n\n\n

If a more experienced customer is facing an issue, then it\u2019s more likely to be a severe problem that needs to be addressed. Ashrit will also gather feedback from experienced users. \u201cIf I know they are using the admin panel accurately, I can ask them for suggestions on the UI as well, such as if there is something that we can improve in our UI or admin panel, so it would be easier for them to use our app.\u201d<\/p>\n\n\n\n

Lowering the app uninstall rate with live chat<\/h2>\n\n\n\n
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Dcode\u2019s goal for offering live chat support was to provide more immediate, personalized help when users ran into issues, to ultimately lower the number of users who got so frustrated that they gave up and uninstalled the app.<\/p>\n\n\n\n

And it worked.<\/p>\n\n\n\n

\u201cWe have a lot more happy customers,\u201d says Ashrit. \u201cOur uninstall rate has decreased, because customers get solutions instantly.\u201d<\/p>\n\n\n\n

The uninstall rate immediately went down after installing GoSquared and providing live chat support 40 hours per week.<\/p>\n\n\n\n

Let\u2019s take a look at the numbers shall we?<\/p>\n\n\n\n

Before offering live chat:<\/strong><\/p>\n\n\n\n