Live Chat Services Case Studies



Small Business Who Recently Put Up an Online Shop

About the client

The client is an online store specializing in selling bicycle parts and other products including motor accessories, small appliances, and activewear. They’ve been in the industry for three years, initially starting as a pop-up store. Sales and revenue came in at a steady pace until such time that they had to expand operations in the most cost-effective way possible. The client had to transfer the bulk of their services digitally.

Dilemma

Due to the growing demand of their customers, the client was faced with the following challenges:

01

A dramatic increase in call volumes from customers.

02

The need for a more budget-friendly alternative to voice/call support.

03

Limited resources and in-house staff available to respond to customers in real-time.

04

The store offered various products online but could not accommodate support questions via voice/calls due to budgetary constraints.

NMS Solutions:

New Media Services proposed live chat support, a messaging platform that can handle multiple chats per operator. The platform came with a customizable widget that was easy to integrate into the client’s website. It also supported real-time responses and did not exceed the client’s cost limitations.

Result:

The client found it easier to manage and handle incoming messages that and inquiries from interested buyers and customers. They gained the capacity to provide customer support on demand.

Entrepreneur Selling Organic Beauty Products

About the client

The client recently opened a line of organic beauty products. Their products comprised cruelty-free makeup, lotions, bath soaps, and health supplements. At first, they had an exclusively local market. Over time, they decided that it was time to expand their user base and take on bigger competitors in the beauty industry.

Dilemma

The client, a budding entrepreneur, reached out to the NMS team to inquire about:

01

How to build awareness with target customers through direct interaction amid the ongoing pandemic.

02

How to increase interactions using social media.

03

How to use their social networking presence to drive traffic to their website.

NMS Solutions:

NMS decided to offer the integration of a customized chat widget on the client’s website and live chat support operators for social media. The chat widget helped the client entertain site visitors who showed interest in the products while the operators focused on answering customer queries simultaneously sent through the client’s social media pages.

Result:

There was a significant increase in interactions both in the client’s social media pages and their website. Mere inquirers were converted into paying customers, thanks to the presence of chat operators who readily entertained queries 24/7. More importantly, the client managed to boost exposure to their brand and carry on with advertising their products amid the restrictions brought by COVID-19.

Online Clothing Company

About the client

The client launched a digital boutique in 2016. During the first two years, sales and traffic were abundant. In 2019, the management launched a new line of products that were not included in the digital shop.

Dilemma

01

The client launched a digital boutique in 2016. During the first two years, sales and traffic were abundant. In 2019, the management launched a new line of products that were not included in the digital shop. The new venture demanded more time and resources with launching and promotion alone, and the website was left unattended for several months. Now that people have massively resorted to purchasing items online, the client wanted to keep up and resume sales through their pioneer shop.

NMS Solutions:

Aside from proposing a platform for chat services, New Media Services also offered a combination of human and AI capabilities through live messaging operators and chatbots. In this manner, the client can initiate a personalized interaction with new customers while also addressing queries sent beyond their operating hours.

Result:

More site visitors were instantly converted into actual customers. Little by little, the online boutique regained momentum in terms of sales and traffic as customer satisfaction was doubled and repeat orders were easier to score with the combined efforts of chatbots and human chat operators. Just last year, some of the client’s products were sold out. They also received multiple business proposals and inquiries for a partnership and interested resellers.

Rideshare App

About the client

Their services are focused on providing a safe and convenient transportation service to customers. They also offer long-distance traveling services to neighboring cities around the area. Their next big goal is to expand their services with delivery and errand services.

Dilemma

01

They were looking to outsource customer assistance and stabilize their PR through a flexible and practical communication channel. Being new to the industry meant that they were still at the first stage of growing their community of customers and are already up against more popular apps offering the same services. The client believed that if they focused on harnessing consistent communication to the public, then it will likely snowball a myriad of opportunities for word-of-mouth marketing and higher exposure across digital channels.

NMS Solutions:

NMS wanted to help the client through live chat solutions. Here, the team suggested integrating LOOP (Live Operator Online Platform) into the app and the website. At the same time, the team offered to outsource live chat operators to handle queries and messages.

Result:

User satisfaction was enhanced following the consistent and quick response to big and small user concerns. Interested and potential customers were also given the proper introduction about the app’s features. Customer experience for those who have tried the app was assessed through surveys disseminated through the live chat platform.