Green Retreats Uses LiveChat To Channel Customer Communication Into the Sales Office

Imagine a modern, cabin-like building hidden in your garden. A space for you to work, unwind, or even host your guests when necessary. There’s a company that creates that, and they top it off with superb customer service.

Green Retreats create garden rooms for private, educational, or corporate use. They’ve created Garden Office, Asana Sanctuary Yoga Studio, Home Gym, Family Chillout Space, and Visual Artist Studio, to name a few.

The challenge

Imagine a modern, cabin-like building hidden in your garden

A space for you to work, unwind, or even host your guests when necessary. There’s a company that creates that, and they top it off with superb customer service. Green Retreats create garden rooms for private, educational, or corporate use. They’ve created Garden Office, Asana Sanctuary Yoga Studio, Home Gym, Family Chillout Space, and Visual Artist Studio, to name a few.

How did Green Retreats start using LiveChat?

The Green Retreats team decided to look for a live chat solution three years ago. They strived to keep their communication with customers simple and modern, and they identified that the trend of preferred customer communication was heading toward instant means of communication like live chat. Vari Vilson, assistant marketing manager at Green Retreats, said:

The nature of our products at Green Retreats generates a lot of questions. The ability for customers to get an instant and hassle-free reply to a quick query really benefits them. On chat, we can also turn these quick questions into meaningful conversations with our customers, which is important to us as our reputation stands on our exceptional customer service.

Vari Vilson, Green Retreats

The company chose LiveChat over other providers because it’s easy to use. They found LiveChat’s user interface clean and approachable, and it was a piece of cake to integrate the platform with their website.

Just like they create places for their customers where they can focus and relax, Green Retreats strives to create a smooth experience on chat. Their goal is to give customers an effortless service, and LiveChat facilitates that. Thanks to constant communication and great service, sales happen every day.

The solution

The team, the chat, and the after hours

Customers can chat with Green Retreats’ support agents on every page of their desktop and mobile websites. Sometimes the company uses LiveChat in their Mailchimp campaigns. Customers can rest assured knowing there are people ready to talk to them.

Who are those people working on chat? It’s a sales team of 10 people, and three of them are randomly selected to handle chats every day. The team logs in to LiveChat during working hours and isn’t afraid to step in after hours. They’re aware that customers look for their products mainly after work. Vilson admitted:

After-hours chats have proved very popular with our customers as this is when people browse our website.

Vari Vilson, Green Retreats

It’s an excellent opportunity to connect with customers the moment they need it the most and resolve any doubts instead of making them wait until the following day when the excitement disappears.

How does LiveChat help Green Retreats improve their service?

Green Retreats also tried automated greetings to encourage visitors to chat. They added a pop-up message that prompts their customers to use LiveChat if they have visited at least four pages of their website. This move was met with praise from customers.

Green Retreats found a neat balance between having a chat widget that goes unnoticed and being too intrusive. Customers who visit a few pages are most likely interested in the product, so it’s a good moment to start a conversation. It’s worth mentioning that last year they had almost 700 chats that originated from greetings.

The company was initially concerned about a pop-up message, but it turned out that they’re helping customers even more by quickly answering their questions. Here’s how the chat widget and the greeting look on their Showroom page.

Their business is booming and they have many more inquiries from customers. Vilson said that they receive fewer phone calls and emails, and that LiveChat has helped them control the flow of communication into the sales office.

Favorite features

The team uses the chat archives regularly to ensure the customer service level remains at the highest standard. Also, they use archives in their training sessions to highlight specific product areas that may need more clarification. 

The result

One snowy day

From the very beginning, they wanted LiveChat to feel like a natural element of their website that looks modern and is easy to use.

Our customers and we love LiveChat. It keeps us fast-paced and modern, and our customers can instantly get the information they need to make a decision.

Vari Vilson, Green Retreats

One snowy day, when the Green Retreats team didn’t have enough phone lines to redirect incoming calls, LiveChat proved to be more useful than ever. The crew installed the LiveChat app on their mobile phones and kept the communication with customers going. The company encouraged everyone to connect with them via LiveChat, and it worked. They didn’t lose any opportunities or enrage any customers. What’s more — they achieved 92% customer satisfaction last year, which is an outstanding result compared to the global average of 82.6%.

Kuba Rogalski

LiveChat