Case Study
SensoPart case study: Live web chat management generates 424 extra qualified leads
The Objective
SensoPart is one of the leading manufacturers of photoelectric sensors and image processing for factory automation. Their website holds lots of information for users, and requires an account set-up to access many of these resources.
The technical sales team were often inundated with email and phone queries relating to the website as users had issues logging in or weren’t able to easily find the relevant information. This resulted in wasted resources as the technical sales team were spending a lot of time fielding non-sales queries.
The Approach
We recommended implementing a live-agent web chat platform on their site that could deal with these enquiries. We were already working with SensoPart providing lead qualification services, so we already had enough product knowledge, to enable our team to deal efficiently with the non-sales queries that didn’t need in-depth technical expertise.
The chat platform would serve to generate and qualify sales leads, while taking the pressure off the sales team, allowing them to focus on actual sales leads and more complex technical queries.
We set up the LiveChat platform on their site, working with the internal team to implement processes and escalation points. This allowed us to map out the customer journey, ensuring customer queries were quickly rooted to the right person and territory, providing excellent customer service through quick, efficient resolutions.
As a German-based company with a global presence, our experienced team provide live-agent chat in German and English from 8am Central Europe Time to 6pm Pacific Time, Monday to Friday.
The Results
In the last year, our live-agent webchat generated 424 additional qualified sales leads for SensoPart to follow up.
We have also alleviated pressure on the technical sales team, handling 68% of the non-sales queries within the chat platform. This includes locating brochures and answering simple product queries plus supporting users with website login issues by directing them to the website support team. This has resulted in the sales team having more time to handle the more complex technical queries and invest their time in qualified sales leads.
