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 L.D. Klayman created Conscious Commerce Corporation, he didn’t know that this digital marketing agency would soon help hundreds of customers from all over the world. Since 2004, the company helps its customers to build branding strategies, do marketing campaigns, and optimize their website for conversions.
According to Brandon, LiveChat not only contributes to the biggest deals in the company’s history but also translates into a huge revenue boost on their customers’ side. Here’s how they benefit from offering LiveChat and being a member of our Partner Program.
Becoming a Partner
Brandon quickly understood that adding a live chat app to Conscious Commerce’s portfolio was a must. Knowing that ecommerce evolves at a fast pace, he wanted to provide their customers with a tool that’s effective, reliable, and well supported. That’s especially true since more and more online visitors started to shift from time-consuming email communication to quick and convenient online chatting.
The question was, which product and which Partner Program should he choose.
“I chose LiveChat 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 Brandon.
He chose our Partner Program for a couple of reasons. One of them is the financial arrangement that provides a steady, reliable source of additional income. Another reason was a dedicated Account Manager and the 24⁄7 support. Finally, he liked being able to set up and optimize accounts for customers.
One of the most important features of the program Brandon only discovered after joining. Last year, we implemented a system of notifications that alert a Partner about important actions that happened with their licenses. For example, when a trial is expiring or payment was declined, a Partner is informed immediately. According to Brandon, this is a winning feature that most partner programs are lacking.
“Partnership relations are great, the product is solid, and the compensation is great. So there’s a lot of checkmarks as to why we chose LiveChat,” Brandon summed up.
New beginnings with LiveChat
Before they began offering it to their customers, Conscious Commerce Corporation wanted to battle-test LiveChat and learn everything about it at the same time. What they quickly realized was that it wasn’t only a messaging tool, but also a platform that gives insights into what’s happening on a website. They could see how many customers are coming into their page, who they were, and which pages they were browsing.
As Brandon explained, they used it as a feature 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.”
Their biggest deal came straight from a chat and brought the company $50,000. “This was the final proof that LiveChat works,” said Brandon. “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.”
LiveChat implementation tips
Once Conscious Commerce tested LiveChat, they started to offer it to their customers. Using the trial and error method, they quickly realized what works the best for them.
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 behind that was that customers who had trial accounts were often not motivated enough to start using it. With paid accounts, they start accepting chats immediately, and because of that, they’re able to quickly recover from the investment in Conscious Commerce.
Another implementation tip is to set up custom canned responses for a customer as soon as possible. This feature allows them to save pre-written responses and implement them into a chat by using keyword shortcuts. It’s a huge time saver for customers that allows them to focus on more important cases.
Another crucial feature that Brandon recommends setting up are 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.
The most successful implementation
Asked about the most successful implementation, Brandon mentioned Dirty Laundry Vineyard without hesitation.
The company is an award-winning winemaker located in Okanagan Valley, Canada. Like most winemakers, they wanted to improve how they engaged with their website visitors, especially in the times of COVID-19 when customers prefer online contact.
“Dirty Laundry Vineyard increased their revenue by 379%. What do you think helped them with that? Obviously, LiveChat,” said Brandon.
LiveChat turned out to be the best engagement tool for people wanting to get in touch with a wine expert. Chatting led customers to the right page or a recommendation, and that ended up in the average value of an order increasing. Chatting gave customers what they were looking for and directly contributed to revenue.
For agents, being able to instantly answer frequently asked questions about the vineyard or a type of wine using canned responses was a breakthrough the client can’t imagine living without.
Plans for the future
Asked about the industry, Brandon explained that most of the problems they solve customers aren’t fully aware of. For example, they solve problems that were caused by other agencies.
“Most of the problems fall under the umbrella of the classic agency where they got WordPress, PHP, MySQL, and they’re using outdated hosting and all the crappy website templates that are out there. We don’t do that,” said Brandon. “The dinosaurs are not going to survive because no one is going to spend $50k-$60k on some WordPress site only to get hacked a week after launch.”
Conscious Commerce Corporation has web design professionals and content producers. Most of their projects are three or four weeks long, have a $3,000-$5,000 price range, and customers get their projects done almost right away.
So, when asked about the company’s plans, Brandon is confident about the future. “We’re now stepping into the ring with giants,” he said. “It’s time for Conscious Commerce to be known as a force to be reckoned with across North America.”
Want to learn more about Conscious Commerce? Check out their website: https://www.cc94.com/.