Chatdesk Inc. is a mission-driven company helping small and medium-sized online businesses deliver fast, personalized customer support through their community of 6,000+ US-based CX experts and their proprietary BrandScript Tech, an on-brand text-predictive engine.
“When we started providing support on social media, the initial intention was to help brands keep up their customer satisfaction scores by answering traditional service inquiries like “Why haven’t I received my order yet?”, but we quickly discovered that up to 50% of the social comments and DMs are actually pre-sales,” said Aneto Okonkwo, CEO and co-founder of Chatdesk. Pre-sales are questions related to inquiries that happen before a sale including about product, website, billing, or store-related. “And if you respond to all those inquiries, then 10% will convert into sales. It’s the easiest 10% conversion lift you could ask for.”
According to Chatdesk, this will help many companies prove that social media is not just an awareness and engagement channel, but also a conversion-driving one.
Per a Statista report, US-based businesses are forecasted to spend around $63 billion in social media advertisements in 2022, and it’ll continue with double-digit growth over the next few years. “If you take 10% of that, that’s $6.3 billion of easy conversions brands are leaving behind. Now, the holidays are coming up and 30-40% of sales are from big retail shopping events like Black Friday, Cyber Monday, and Christmas. Brands will be launching a lot of ads to capture their audiences for the retail shopping events, and they’ll spend thousands if not millions on those ads but 99% of them will leave behind 10% in sales simply because they don’t have the resources to respond to all their comments,” a Chatdesk brand representative noted.
Chatdesk also notes responding promptly is what’s key. “If you’re responding to customers 24 hours after they’ve commented on a post or sent you a DM, you’ve lost the window of purchase intention. You need to respond within a few hours.” To enable fast, personalized responses, Chatdesk created a proprietary technology called BrandScript Tech, a platform exclusively used by their experts. For every response, BrandScript Tech drafts 50 – 75% of the answer based on previously similar responses. Then, experts customize the response. The technology also makes sure every response is on-brand and high-quality.
Mented Cosmetics, an innovative beauty brand and one of Chatdesk’s clients, sought the company’s help in increasing its brand loyalty in the past. Its campaign objective was to provide support 24/7 in Mented’s Facebook and Instagram accounts and increase conversions through quick responses to comments and inquiries from its social media ads. By integrating Chatdesk’s solution, Mented Cosmetics increased its conversions on Facebook and Twitter by more than 10% with 24/7 customer support and had 70% faster responses.
“Chatdesk has been a great partner for us. They’ve proven to help increase our organic revenue MoM by driving conversion on pre-sales, and we are able to provide a best-in-class service across our channels,” said a previous Marketing Director at Mented Cosmetics.
Chatdesk also makes it extremely cost-effective for e-commerce brands because its plans are paid per ticket. “We’ve built our business model for businesses with seasonal demands. There are no annual contracts, and you don’t pay per customer service representative or hourly like traditional models. Your monthly plan is based on how many responses you need help with,” explained the representative.
Chatdesk is currently providing free social audits for brands to see how many of their comments and DMs are pre-sales. You can learn more information on Chatdesk Inc. and schedule a demo at http://www.chatdesk.com/.
About Chatdesk Inc.
Chatdesk Inc. is a minority-owned customer service and solutions provider for e-commerce brands. The company’s solutions and US-based customer service experts help companies deliver on-brand responses on social, email, and chat.