Text > Case Studies > HostAdvice.com Increases Sales by 19% With Hosting Recommendations Over LiveChat

HostAdvice.com Increases Sales by 19% With Hosting Recommendations Over LiveChat

Company Size

11-200

Country

Worldwide

Product

LiveChat

Tech Stack

Web app
Mobile app

Implementation Scale

Enterprise-wide Deployment

Impact Metrics

Customer Satisfaction
Revenue Growth

Technology Category

Application Infrastructure & Middleware - API Integration & Management

Applicable Industries

Telecommunications

Applicable Functions

Sales & Marketing

Services

Software Design & Engineering Services

About The Customer

HostAdvice.com is a global hosting comparison business that helps customers choose the best hosting solution for their needs from among over 2,500 providers. The company aims to reduce the cost of web hosting for developers by creating an honest, transparent comparison platform. HostAdvice.com offers help for customers from 31 countries and provides 24/7 live chat support. The company's mission is to save their customers the trouble of having to browse through hundreds of potential providers to make a decision. They aggregate the reviews and offer quick, high-quality customer service through live chat.

The Challenge

HostAdvice.com, a global hosting comparison business, was facing a challenge in providing detailed web hosting recommendations to its customers. The web hosting industry is vast and complex, with over 2,500 providers offering similar services. This makes it difficult for customers to make an informed decision. Furthermore, the company found that comparison tables and text were not sufficient in providing the necessary hosting information to potential customers. For more complex questions, customers wanted to interact with someone and explain their concerns.

The Solution

To address the challenge, HostAdvice.com decided to provide live chat help to facilitate customer interaction. They tried a couple of different providers, including Zopim, before deciding to go with LiveChat. The decision was based on the ease of use of LiveChat and the preference of their agents. The company implemented 24/7 live chat support with two customer service agents available at all times. The agents primarily use web and desktop-based LiveChat apps, with the mobile app used in situations where agents receive especially difficult questions. The company also integrated their Google Analytics with their LiveChat to get a better idea about their customer’s browsing and chatting patterns.

Operational Impact

LiveChat is now a part of around 35 percent of all sales generated by HostAdvice.com.
The company was able to improve their detraction ratio from 85 percent to 96 percent, which allowed them to move up in Google’s ranking.
The implementation of LiveChat improved several KPIs of their website, including time on site, pages per user, and bounce rate.
The company received positive customer feedback, with many customers asking for recommendations in chat.

Quantitative Benefit

19 percent of sales happen directly because of the chat.
The first hour of each day covers the expenses of the chat agent, with the remaining 23 hours being pure profit.