Seagate, the global leader in data storage solutions, chose to join the Welcome™ network to improve the customer experience, increase average order value and impact revenue through Chatbar, on Newegg.com - America’s largest online consumer electronics retailer.
Marianne Pope, Client Success Director at ChatID, sat down with Yvonne Schmidt, Retail Marketing Manager at Seagate Technology, to learn about the success Seagate has experienced with ChatID on Newegg.com:
Why did you choose ChatID?
We wanted to extend our online chat support to customers outside of Seagate.com. When we heard about ChatID we liked the solution, the people, and the fact we were able to implement very quickly - it just made sense. We were offered a solution that allowed us to easily chat with customers on Newegg.com, and the process seamlessly fit in with our own call center operations.
What kind of success have you seen since partnering with ChatID?
With ChatID we are able to provide product support for both Internal and External Seagate hard drives. We spend a lot of time building great product pages that live on partner websites, and we want to maximize the opportunity to convert customers visiting these pages. We know that our customers may have questions and we want to make it easy for them to find the right person to ask, from our Seagate page, rather than have them browse elsewhere on the site. We have bridged that gap and, since using ChatID, have seen an average conversion lift of 200% compared to non-chatters.
How has ChatID helped with brand advocacy for Seagate?
When a customer is on-the-fence about purchasing from our brand or another brand, we want a Seagate representative available to provide assistance. We know that if a customer has a good shopping experience and buys a product they love, then they’re more likely to purchase from us in the future. That’s why it’s important for us to extend the same great Seagate customer service, anywhere they interact with our brand.
How do you feel ChatID helps you with your marketing initiatives?
As a global organization we believe that online chat support enables us to answer and solve consumers queries, and ensure the consumer is purchasing the product that best fits their needs. ChatID allows us to have a dialogue with a consumer in a simple way, resolve any questions, and close the sale.