Case study

Bconnect increased clients’ sales leads by 25% with Smartsupp

Featuring Rutger de Groot, CEO of Bconnect

20s

conversation initiation time

+25%

increase in sales leads

18%

conversion to chat in mobile

Challenge

Companies often have the problem of not being able to reply fast to customer inquiries. Being a provider of seamless B2C communication and service, Bconnect had to maintain the promise of delivering fast and effective replies to online customer inquiries, consistently. Their aim is to pick up the chat within no more than 20 seconds of initiation. They always maintain a strong focus on quality conversations with the customers of their clients. Their philosophy is that if a customer has a question and they are helped straight-away with good service, then the company is more likely to keep their clients, thereby reinforcing return business. Apart from speedy replies, Bconnect’s primary goal is to produce as many leads and checkouts as possible for their clients, the bread-and-butter of every customer interaction.

Bconnect is a Dutch managed chat service provider that helps companies get in touch with their target audience, provide excellent customer service, and generate quality leads. For over 12 years now, they have provided professional services to big automotive brands and car dealerships, all the way through to retail shops and real estate firms, enabling all of these different businesses to connect with their website visitors through multiple online channels, all on one platform. Bconnect prides themselves on leveraging Smartsupp and other technologies to help businesses across various sectors to communicate successfully to their prospects and clients.

Bconnects’s Approach and Key Features Used

Live chat and Mobile App: Communication is Key

For just over 5 years, Bconnect has used Smartsupp to help them continue maintaining their excellent standards of customer support and communication. Bconnect built their own platform specifically to help service large clients like Volvo, Lexus, Land Rover, and Toyota, to name a few. With Smartsupp, Bconnect provides their clients a conversion increase of 25% to sales leads, on average, simply by applying the live chat. For some of the larger brands they work for, they even manage to generate about 40% of the total number of leads with Smartsupp live chat. And, it is also notable that Smartsupp’s customizability and ease of implementation offers a very big advantage other vendors don’t quite deliver.

The live chat also clearly outperforms whatsapp and Messenger chats–they find Smartsupp to be generally a more proactive product in terms of offering different ways to engage website visitors. The live Chat widget on Smartsupp provides targeting, which is not provided by Whatsapp and Messenger. Their clients can receive the conversation the next morning with a name and telephone number included without having to write it in the chatbox, so it is easy to generate a lead since the contact info comes by default. Because of this, CEO Rutger de Groot simply said, “Implementing the live chat is clearly a priority.” Furthermore, de Groot also said that “The simplicity of Smartsupp makes it the most effective solution for their clients. In the end, the most important parameter for us is conversion to a deal on chat, and how the widget operates for desktop and mobile users, which on Smartsupp is very good.”

API and Data Collection: Connecting The Right Tools for the Job

Bconnect often gets requests from their customers to learn more about the API. With the majority of their clients on the customer service side, they come across many opportunities to help improve the technology for their clients, so that each company can obtain the best results possible for their specific needs. A total of 160 of accounts of Bconnect’s clients are on Smartsupp, and since this number reflects around 60%of their customers, it is imperative to connect the specific tools each client needs via API to help them have the right tracking for their individual purposes. Currently Bconnect helps automotive companies set up an omnichannel chat platform integrated with Smartsupp, which thus far thanks to the simplicity and ease of use has rendered optimal results when compared to their clients’ competitors.

Considering the need for rapid and effective responses to their clients’ website visitor inquiries, Smartsupp’s mobile widget has proven to be very effective for their purposes. Bconnect reported a notable 18% conversion to chat on mobile, and this number continues to grow, which is excellent in their eyes. They found that the conversion to chat on mobile has been a big help to the overall conversion they are able to achieve with Smartsupp.

"The conversion to a deal is much higher with Smartsupp at 40%, along with the very visible 25% increase in sales leads."

Rutger de Groot, CEO of Bconnect

Visitor Ratings Tool in Smartsupp: Improve Customer Service

Rutger de Groot says, “As a sales person, you can proactively move on some topics before you speak with a customer to help secure a sale. Visitor happiness at the end of the chat is very important for quality control, and our clients choose Smarstupp, in part, because when you can get a simple rating system they can do much better quality control and prepare for upcoming chats with return visitors.”

Bconnect’s quality control relies heavily on Smartsupp’s chat-rating model. All operators derive their overall performance score for the chat service from the 25% of visitors that leave a visitor rating. After the chat ends, they get a small and easy pop-up survey that allows them to rate the chat experience. The other live chat solutions Bconnect uses also provide this feature, but in a less friendly way than how Smartsupp does it. De Groot said, “Smartsupp is more intuitive and gets a higher interaction rate.”

160

of accounts of Bconnect’s clients are on Smartsupp

18%

conversion to chat on mobile

25%

of visitors leave a visitor rating

20s

conversation initiation time

Achieving great results with Smartsupp

Some notable recorded results Bconnect achieved by using live chat and chatbots were:

+40%

conversion to a deal

For some of the larger brands Bconnect works for, they even manage to generate about 40% of the total number of leads with Smartsupp live chat.

a total of

160

accounts of Bconnect’s clients are on Smartsupp

A total of 160 of accounts of Bconnect’s clients are on Smartsupp, and since this number reflects around 60% of their customers.

+60%

of customers use API

For 60% of their customers, it is imperative to connect the specific tools each client needs via API to help them have the right tracking for their individual purposes.

staying in touch

24/7

with Smartsupp mobile widget

Considering the need for rapid and effective responses to their clients’ website visitor inquiries, Smartsupp’s mobile widget has proven to be very effective for their purposes.

Check Bconnect out at https://bconnect.chat/. Their story and approach can serve as genuine inspiration for anybody looking to achieve the great results they obtained with Smartsupp.

Conclusion

Bconnect CEO Rutger de Groot said, “The conversion to a deal is much higher with Smartsupp, along with the very visible increase in sales.” The notable benefits Bconnect gained by using Smartsupp were fast and effective replies to customer inquiries, an increase in overall sales, the consistent acquisition of many leads and checkouts for their clients, and they were also able to perform better quality control as well as prepare for upcoming chats thanks to the easy-to-use and effective visitor ratings on customer service. The advantages Smartsupp offers such as intuitive API and data collection tools have been essential to their clients’ increased understanding of their customers’ needs, which have led to the prominent increase in sales and conversion rates. Lastly, the mobile widget proved to be a very handy tool that also has been partially responsible for the fast replies and improved conversion rates. Smartsupp’s ease of use and effectiveness is unmatched for Bconnect, and the numbers show that business continues to be on the rise due to how they have applied the live chat as a customer care tool.

Will you be the next online store success with Smartsupp? If you have a customer success story with us, please don’t hesitate to reach out. If you are interested in measuring your results with Smartsupp and would like to receive a free Google Analytics template, please send an email to patrik@smartsupp.com.

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