Fixing an Online Sales Funnel with a More Personalized Approach
DigitalMara developed a customizable, scalable solution efficiently connecting website visitors with sales reps.
About the client
The client’s website consistently suffered from high bounce rates, resulting in lost profits. They wanted to address this challenge by implementing targeted, highly-personalized visitor assistance through the most common bottlenecks in the customer journey.
We built a system that enables meaningful communications between website visitors and the client’s sales team. A specially-trained assistant steps in as the visitor is about to leave the site and helps them down the sales funnel.
The solution can be easily customized to meet any changes in the client’s immediate needs, and readily scaled as the business continues to grow.
Approach
When the client first approached us, they requested that a solid development team be assembled as quickly as possible. Within the first two weeks, our core team of four kicked off the project. By the end of the month, we had an additional six developers hard at work, completing the project team.
We followed the Scrum model meticulously, using daily stand-ups with the client, weekly reports, grooming, and other specific practices. Our team quickly adapted to the client’s local time to ensure ongoing, real-time communication.
Key features
- Chat that enables communication between sales agents and website visitors
- Business rules defining when a sales rep needs to connect
- A/B testing tools helping learn and improve
- Matching sales agents with customers based on their specific needs
- Topic-based script trees for sales agents
- Integration with the client’s website
- Scalability allowing the client to operate smoothly as they grow
Results
- Bounce rates with the website dropped drastically.
- Conversions have been boosted by 27%.
- Website visitors are now handled with a personal touch, which raises their satisfaction and increases the chances of a repeat purchase.
- The client is provided with new, actionable insights on the user experience with their website.
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