1-800-GOT-JUNK:
1-800-GOT-JUNK is a franchise-based company that offers full-service junk removal for homes and businesses throughout North America and Australia. They have set the standard for exceptional customer service, for removing items directly from their location, and for diverting junk from the landfill whenever possible. With approximately 30 percent of jobs booked through the company website, the online booking process must be easy and efficient for customers to use.
In early 2010, the firm set a goal of doubling their online bookings. With that came a suite of projects, including link-building to bolster Web traffic, a website redesign to help improve conversion, an iPhone booking site to accommodate a growing number of iPhone users, and live chat to increase conversions and to offer better customer service online.
The vision statement for the live chat project is: “Our customers will have access to answers to their sales-related questions anywhere in the world at any time in all the languages we do business in via our website.”
Challenge:
When arriving at the 1-800-GOT-JUNK? website, customers needed to first understand:
- What the service is, if they haven’t used us before (e.g., free quote, no obligation, etc.)
- How their rates work (e.g., bed load versus volume)
- How to fill in all six steps of the booking engine
Solution:
The Success Management Team at Velaro evaluated visitor activity on the website and recommended initiating a proactive chat (LiveFluence) invitation any time that a visitor was idle for 60 seconds or more on any of the scheduling process pages. Since the deployment of Velaro’s Live Help platform, they have increased their revenue by between $50,000 and $100,000 per month.
This was so successful that they will be rolling out Velaro’s Live Help platform on other key areas of the site, including making chat available on their help pages, contact pages, and other key areas where visitors typically have questions.