KetoDiet increases conversions by 30 orders per month and achieves a customer satisfaction rating of 95.4%
Challenge
KetoDiet’s Approach and Key Features Used
Smartsupp's live chat and chatbot features helped unify their agent’s responses, and also helped them reply faster–it was a clear improvement on their response time and customer service quality. The chatbot helped solve 30-35% of inquiries, filtered questions, and decreased the workload for agents. KetoDiet also employed two full-time human agents to help manage the load of requests–one part-time agent for nutrition counseling, a full-time agent strictly for customer service, and a chatbot that happily does overtime for FAQs.
KetoDiet is a protein-based weight loss company that has been in business for over 11 years. They offer a healthy and effective method of weight loss through educating customers about the practice of a healthy lifestyle.
Metrics and Numbers
KetoDiet used Smartsupp for 36 months–during this time range they had an average of 417 conversations per month. In 2022, the company had a total of 5000 conversations. Their first response time was 1 minute 47 seconds, and they earned a customer satisfaction rating of 95.4% positive, 3.3% neutral, and 1.3% negative.
The most active hours on the chat were from 8:00-18:00, with an extension from 20:00-22:00 during peak season, 7 days a week. The number of questions per day varied from 15 to 40, depending on which day of the week it was. Thanks to live chat, KetoDiet achieved around 30 orders per month, with an average order value of 3000 CZK.
Šárka Kaiderová, Director of Operations, Law & Processes
Conclusion
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.