Case study

Smartsupp helps Vico Food Box obtain a 98% customer satisfaction rating, and increased their average order value by 8%

Featuring Debora Celentano, Co-founder&Owner of Vico Food Box

98%

satisfaction rating

+8%

average order value

21.4%

of their earnings come from live chat

Challenge

Vico Food Box faced a very large volume of visitor and customer traffic. The company has been using email, WhatsApp, phone, contact forms, and other means of visitor communication in order to manage their inquiries and orders. In December 2022, the company had 400 conversations with customers via Smartsupp live chat, and over 4,000 conversations with the chatbot. In order to manage all of these conversations, the company has two full-time agents–one dedicated to live chat, and the other to email support.

Vico Food Box–an Italian e-grocery store based in Italy–offers fast, safe, affordable, and eco-friendly, traditional Italian cuisine made in Italy, sent to your doorstep without shipping charges all over Europe! They decided to implement Smartsupp to improve their visitor support, customer feedback, and overall sales. With the goal of being an unmatched customer-driven food delivery service, Vico Food Box expected Smartsupp’s live chat and chatbot solution to assist customers with their pre-sales inquiries, and also increase conversion rates.

Vico Food Box’s Approach and Key Results

Choosing Smartsupp for its Video Recordings and Chatbot Features

Co-founder Debora Celentano said “After comparing Smartsupp with various other competitors, we chose Smartsupp for its video recordings and chatbot features.” With Smartsupp, Vico Food Box achieved a 98% customer satisfaction rating, and increased their average order value by 8%. In December 2022, 6.13% of Vico Food Box’s visitors chatted with the agents, and 21.4% of their earnings came from the live chat alone. Smartsupp chatbot has also helped save their agents loads of time, with only 10% of chatbot conversations escalating to one of their representatives.

The impact of the live chat on conversion rates was measured using Google Analytics, which revealed a conversion rate of 18.61% for users who interacted with Smartsupp, and 4.66% for those who did not. The company also used video recording to understand customer behavior and improve the overall user experience.

"After comparing Smartsupp with various other competitors, we chose Smartsupp for its video recordings and chatbot features."

Debora Celentano, Co-founder&Owner of Vico Food Box

The Impact of the Live Chat on Conversion Rates

Some notable recorded results Vico Food Box achieved by using live chat and chatbots were:

+8%

average order value

Average order value increased by 8% when people chat. Be online, response quickly and try to have as many conversations as possible.

a total of

6.13%

of their visitors chatted with the agents

A total of 6.13% of Vico Food Box’s visitors chatted with their agents in December.

only

10%

of chatbot conversations escalate to one of their agents

Smartsupp chatbot has also helped save their agents loads of time, with only 10% of chatbot conversations escalating to one of their representatives.

18.61%

conversion rate for users who interacted with Smartsupp

The impact of the live chat on conversion rates was measured using Google Analytics, which revealed a conversion rate of 18.61% for users who interacted with Smartsupp.

Check Vico Food Box out at https://vicofoodbox.com/. Their story and approach can serve as genuine inspiration for anybody looking to achieve the great results they obtained with Smartsupp.

Conclusion

The implementation of Smartsupp live chat and chatbots has been successful for this well-loved Italian food company. The use of Smartsupp has improved customer satisfaction and increased conversion rates notably, with a significant impact on the company’s overall sales. The chatbot has also helped save their agents tons of time, allowing them to focus on more complex customer inquiries and boosting sales. Vico Food Box looks forward to their future success with Smartsupp, and will continue to observe its impact through the Google Analytics reporting offered within the product itself.

Will you be the next online store success with Smartsupp? If you have a customer success story with us, please don’t hesitate to reach out. If you are interested in measuring your results with Smartsupp and would like to receive a free Google Analytics template, please send an email to patrik@smartsupp.com.

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