3D Mats is a Taiwanese ecommerce retailer that sells flooring mats, sunshades, roof racks, and different automotive equipment. They design all these merchandise themselves, in order that they’re centered on continually innovating and releasing new, helpful gadgets for his or her prospects. They employed GoSky AI, a Chatfuel company accomplice, to construct a chatbot for his or her model. The bot produced such nice outcomes for 3D Mats that it received second prize in our 2019 Ecommerce Chatbot Competitors! 🏆
3D Mats was dealing with three predominant issues:
- An overwhelmed customer-service staff. The assist brokers for this ecommerce model had been spending most of their time answering the identical questions time and again. That meant much less time to answer extra complicated inquiries, plus longer wait occasions for all prospects.
- A lack of know-how about their target market. 3D Mats didn’t have a superb really feel for who their best buyer was. That lack of know-how made it laborious for them to market successfully.
- Costly, underperforming adverts. Not understanding their target market meant that their Facebook adverts weren’t too profitable, both. Their retargeting adverts particularly had been getting dear, although they weren’t truly doing a lot to extend gross sales for his or her retailer.
GoSky AI constructed a chatbot to assist 3D Mats with all three of those issues. They aimed to sort out essentially the most urgent one first: a burned-out assist staff and frustratingly lengthy wait occasions. To that finish, they geared up the bot with solutions to FAQs and a easy product-recommendation move. Because the bot labored its magic by these two options, the staff was in a position to make progress on the opposite two points as properly.
When a Chatfuel bot features a brand new subscriber, their profile data is saved within the Individuals tab (a Chatfuel Professional function). So the extra new customers the 3D Mats chatbot interacted with, the extra information the staff needed to study from and work with—serving to them with their second downside. That perception allowed them to finally run higher adverts and produce extra related content material, serving to remedy the third too.
The advantages 3D Mats bought from their chatbot didn’t cease there, although. As a result of they had been now reaching their best prospects and “talking their language,” the bot additionally helped them:
- deliver in additional gross sales 📈
- improve their common order quantity (AOV) 🛒
- enhance buyer satisfaction and retention 😄
Dora Tseng, Buyer Success Supervisor at GoSky AI, explains why they selected Chatfuel for this and different initiatives: “The Chatfuel chatbot dashboard could be very steady and trustable. It brings a really nice consumer expertise not solely to the bot builder, but in addition to the bot customers,” she says.
GoSky used these instruments and plugins in Chatfuel to construct a extremely efficient ecommerce Messenger bot for 3D Mats:
- Click on-to-Messenger adverts. The GoSky staff used click-to-Messenger adverts to deliver 1000’s of latest customers to the 3D Mats chatbot. Tseng calls CTM adverts and chatbots“aperfect match as a result of they lead proper to the chatbot, avoiding crucial redirect.” GoSky used REF hyperlinks to make this course of even smoother. These hyperlinks can take the consumer proper from an advert that exhibits a sure product, to the portion of the bot that offers details about it. They don’t should undergo all the move to search out what they want that means, so conversion charges improve.
- Save to Google Sheets plugin. The 3D Mats chatbot quizzes customers about their automotive and their wants. It robotically exports their solutions to a Google Sheet. A human agent then checks the responses, finds the suitable product for the consumer’s automotive, and sends them the shop hyperlink to it by way of Dwell Chat. Quickly, the staff plans to equip the bot to make product suggestions completely on autopilot to avoid wasting much more time.
- A/B Take a look at plugin. For the model’s vacation marketing campaign, GoSky AI used this highly effective Professional function to search out the simplest strategy to ship a coupon code to customers. They tried three variants: sending it instantly, sending it later by way of Sequences, and sharing it with a countdown timer. The outcomes confirmed that the Sequence move labored finest, because it bought them essentially the most conversions. They used that methodology for all future customers and elevated month-to-month gross sales by 29%!
- Lookalike Audiences. They’re Facebook advert audiences made up of customers with traits much like your most precious bot subscribers. They can help you goal new Facebook customers who’re probably to be concerned about your advert—and probably to transform. Chatfuel Professional customers like 3D Mats have full entry to this consumer information within the Individuals tab. Exporting it to Facebook to make use of in your adverts takes just some clicks.
So did the bot GoSky constructed assist remedy 3D Mats’ issues and attain their objectives? Undoubtedly—after which some!
⏰ The chatbot’s FAQs perform and quiz function have already diminished repetitive inquiries by 70%. As soon as they improve the move to have the bot cowl all the course of, that quantity will bounce to 95%! The 3D Mats assist staff already has far more time to spend on different duties, which is able to solely improve.
📊 The viewers information that the 3D Mats chatbot gathered helped give their Facebook advert efficiency a significant enhance. Their yearly common return on advert spend is now an unbelievable 999%.
🌟 Suggesting merchandise has been a brilliant efficient perform of the bot, too. 47% of consumers now additionally buy different really useful merchandise, not simply the ground mats they got down to purchase. Lastly, the model’s repurchase price has climbed to 30%. Their personalised, continually obtainable service by way of bot is clearly memorable, and retains prospects coming again.
Drive 🚘 gross sales, save time, and enhance assist with a Chatfuel bot
An overwhelmed assist workers and unimpressive advert efficiency: Did 3D Mats’ issues sound acquainted? In case your retailer is experiencing a number of the similar points, a Messenger chatbot for ecommerce can assist.
- Join free at this time. Or, improve to Professional to benefit from Chatfuel’s strongest options, like A/B Testing and the Individuals tab. No coding data or earlier expertise required both means!
Need extra tales about ecommerce retailers utilizing Messenger bots to automate duties and enhance gross sales? Try the story of this photo-booth entrepreneur, or this on-line furnishings model. Or, get ideas on rising gross sales by guiding the ecommerce purchaser’s journey with a bot. Searching for much more recommendation and inspiration? Be part of our Facebook group.
In case you’re concerned about GoSky’s companies to take your group to the subsequent degree, contact them by visiting their chatbot. In case you’re concerned about Chatfuel’s white-label company plan, contact us.