Challenge
Prior to the end of 2017, OptinMonster was experimenting with live chat by having one shift covered with one Inbound SDR. As the business offered only email-based support, and as their product grew, they started seeing an increase in pre-sale questions that needed answering. They decided on live chat to answer those pre-sale questions in real-time and wanted to make more sales faster – improving their First Response Time for pre-sale questions. This live chat option was only visible on the pricing page, and visitors that were checking their prices could chat with the agent during the shift to get queries resolved. Seeing small increases in conversions from the live chat experiment, OptinMonster was not entirely convinced that having in-house live chat available 24 hours on weekdays would greatly boost the site’s conversion rate. On top of that, they had concerns that people might use live chat for support purposes instead. Syed’s goal was simple: Convert more website visitors into paying customers round the clock.
Solution
OptinMonster began working with TaskDrive at the end of 2017. They wanted three live Inbound SDRs onboard to support visitors 24/5, covering all hours of their business during the work week. A major concern they had was the cost of hiring locally, because it wouldn’t be cost-effective and might not give a good return-on-investment. We got on a call with Syed, discussed different possibilities for live chat, and offered to provide an affordable solution — outsource three dedicated TaskDrive Inbound Sales Development Representatives to OptinMonster, well-trained and at an affordable rate. After onboarding the agents and setting everything up for the team, we determined success metrics (KPIs) that Syed could track and scale the team’s success. We kickstarted the process by scouting for talents with an advanced level of English knowledge that could support US visitors on OptinMonster’s website. Once they were onboarded by OptinMonster’s operations and support team, they were ready to rock and roll. To prevent any mix-ups with support but still provide a great experience for site visitors, the Inbound SDRs would ask the right questions and create the relevant tickets for customers seeking support. That way, the customer and OptinMonster’s support team are set up for success through live chat.
Results
After only 3 months of support from TaskDrive Inbound SDRs, OptinMonster achieved the following: An e-commerce conversion rate that is 11 times higher when a person completes a chat VS an average website visitor who does not. An average session value of a person who completes a chat with us that is 15.9 times higher. An 85% satisfaction rating. As the Inbound SDR team exceeded expectations, OptinMonster hired a third sales development representative with TaskDrive to provide 24/5 coverage. They increased the size of their team as they focused on growing the business faster with the legwork of live chat handled by our Inbound SDRs, and the lifetime value of their customers increased as a result.
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