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Building a successful business is not easy. However, if you’re passionate about the highest quality of communication and building authentic business relationships, you have a way better chance of succeeding.
When Brandon Klayman created Conscious Commerce Corporation, he didn’t know that this digital marketing agency would soon help hundreds of customers worldwide. Since 2004, the company has helped customers build branding strategies, run marketing campaigns, and optimize their websites for conversions.
Implementing LiveChat and ChatBot ensured seamless customer service, the cornerstone of trusted client relationships. With ChatBot, pre-qualifying inquiries and answering basic questions became a breeze while freeing their clients’ time. This resulted in better lead quality while fostering higher client satisfaction.
Here’s how they benefit from offering LiveChat and ChatBot and being a member of the Text Partner Program.
Becoming a partner
Knowing that ecommerce evolves quickly, Klayman understood that adding a customer service app to Conscious Commerce’s portfolio was a must.
The question was, which product and Partner Program should he choose?
“I chose Text because the product is amazing. There are tons of great features, it’s stable and well developed, it has a lot of integrations, a lot of winning components, and it gets installed quickly,” said Klayman.
He chose our Partner Program for several reasons. One is the financial arrangement that provides a steady, reliable source of additional income. Another is a dedicated Account Manager and 24/7 support. Finally, he liked being able to set up and optimize accounts for customers.
Klayman discovered one of the program’s most important features after joining: a system of notifications that alerts partners about important actions regarding their licenses.
For example, when a trial expires or a payment is declined, the partner is informed immediately. According to Klayman, this is a winning feature that most partner programs lack.
“Partnership relations are great, the product is solid, and the compensation is great. So there are many checkmarks as to why we chose Text,” Klayman summed up.
New beginnings with Text
Before they began offering it to their customers, Conscious Commerce Corporation wanted to battle-test Text products and learn everything about them. They quickly realized that they weren’t only messaging products, but also platforms that give insights into what’s happening on a website. They could see how many customers were coming into their page, who they were, and which pages they were browsing.
As Klayman explained, they used LiveChat and ChatBot as features to build relationships. “If I don’t hear from a customer for a few months but I see that they logged into my website 25 times, I’m calling them just to say hi.”
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Their biggest deal came straight from a chat. “This was the final proof that LiveChat works,” said Klayman. “If you don’t have LiveChat, you’re losing money and you’re losing the opportunity to stay connected with your audience and to serve your customers in the most effective way possible.”
Another example of effectiveness comes from a different implementation where the company increased its revenue by 379%. "What do you think helped them with that? Obviously, LiveChat,” said Klayman.
Text implementation tips
Once Conscious Commerce tested Text products, they started offering them to their customers. Using trial and error, they quickly realized what worked best during LiveChat and ChatBot implementations.
One of the most important things was bypassing the trial on their customers’ side. Their account managers would go straight into a paid account, set it up in two to four business days, and pass it to a customer. The reason was that customers with trial accounts were often not motivated enough to start using it. With paid accounts, they start accepting chats immediately.
Another implementation tip is to set up custom canned responses for customers as soon as possible. This feature allows customers to save pre-written responses and implement them into a chat using keyword shortcuts. It’s a huge time saver for customers, allowing them to focus on more important cases.
Another crucial feature that Klayman recommends setting up is the URL rules. They allow an incoming chat to be designated to a specific agent based on what page of the website the customer is on. By doing that, website visitors can get in touch with the correct person right away, speeding up the process and boosting overall satisfaction.
Successfully implementing Text products
Asked about a successful implementation, Klayman mentioned Andra Arnold & Associates without hesitation.
Andra Arnold is a top-rated, award-winning real estate team known for their commitment to assisting clients in buying and selling homes in Guelph.
They reached out to Conscious Commerce for a marketing strategy that maximized their digital footprint. After strategy consultations, Andra Arnold & Associates implemented Text products on their site to ensure real-time responses and keep visitors engaged and supported during key moments.
“At Conscious Commerce Corporation, we understand that seamless customer service is the cornerstone of trusted client relationships, especially in real estate,” said Klayman. “For Andra Arnold & Associates, we began by implementing LiveChat on their site to ensure real-time responses, keeping visitors engaged and supported during key moments.”
As their needs evolved, they decided to transition to ChatBot to free up agents’ time and allow them to build stronger client relationships after ChatBot’s lead qualification. As Klayman stated, “ChatBot pre-qualifies inquiries & answers basic questions, routing motivated buyers and sellers to the team at the right time.”
This process optimization and their approach to customer service in an ever-evolving environment were beneficial for them and their clients, resulting in an increase in conversions of 61% — the average monthly conversions rose from 50 to 80, with some months reaching as high as 100 conversions. Klayman added, “The highest increase was in calls, partially from ChatBot having a direct link to call. As well as a slight increase in meeting bookings with prospective clients.”
This Conscious Commerce implementation has saved Andra Arnold and her team time, increased overall lead quality, and facilitated greater client satisfaction through quick and consistent answers to common questions.
Plans for the future
Conscious Commerce Corporation plans to deepen its expertise in deploying ChatBot and LiveChat to help customers unlock measurable results, such as higher lead quality, faster response times, and increased conversions. By combining ChatBot’s automation and pre-qualification features with LiveChat’s personalized, human touch, Conscious Commerce aims to give its clients the best of both worlds: efficiency and empathy.
Want to learn more about Conscious Commerce? Go to our partners' directory, enter the company's profile, and check out testimonials!
