About 1 month ago I wrote a blog post about how my bidet business got a huge increase in online conversions when I replaced my business phone number with a “call me back” button. I proceeded to create a small Shopify app for this so other online stores could also leverage my tactic. From that blog post I got a few dozen installs so I thought I’d share the results with the Reddit community since it was this community that helped me get my first installs. There is some great points I learned myself from my customers on why they were so successful with it. To be clear the 100K was generated for our merchant customers, not our app subscription revenue.
In the past 4-5 weeks these 6 businesses alone have generated over $100,000 in extra revenue.
What I learned:
- Reddit is actually a great place to find GOOD customers for your business apps. We have about 200 installs presently, but the first installs that came from Reddit were the ones who were more likely to convert to the paid plan (majority of the above stores were from Reddit), and they were the more sophisticated merchants who understood the value of the app better that those who came across it from the Shopify App Store. So...great work, Reddit!
- Too many online entrepreneurs don't understand the value of customer service (both pre-sale and post-sale). I'm finding a lot of store owners who are emailing me for advice on increasing their conversions, while at the same time, requested automation features where an automated call back or SMS back could be initiated. It's the same stores who are making little money, wanting more and more automation. Whereas the stores who are using Raven Call Back most successfully and making the most money, are the ones who are killing themselves trying to get on the phone with customers and stay away from over automation. What this taught me was that there are too many "get-rich-quick" type entrepreneurs on Shopify who think that automation will solve their problems.
- A side lesson, derived from the above lesson, there is way too much focus on Sales & Marketing these days, instead of on Customer Service, Experience or Retention. Did you know that for every 43 books on Sales & Marketing available on Amazon, there is one 1 book written about Customer Service, Experience and Retention. 43:1 ratio! That's pretty crazy to me.
- At the end of the day, customers just want to feel heard and recognized. Requesting a call back is your customer telling you to notice them, and to invest some time and effort into their set of problems. There is a reason they are on your site looking to buy a product you sell. It either solves a problem for them, or it serves a passion of theirs. Either way, you can help them do that over the phone.
Who this call-back request app works best for: The biggest and most obvious pattern is the type of products these stores sell. They sell high ticket items. The minimum priced items starts at $200 and goes all the way up to $8000. The reason why a “call me back” app works so well is because people, interested in spending this amount of money on a store they may never have heard of, need some way to building trust with the business. The challenge with online commerce is it’s hard to build that initial trust with sent you can’t see or hear. With the call back app customers can request to speak with someone from the business.
Also, it may seem like customers are asking questions about specifications, warranties or shipping times (all stuff you may already have listed on your site’s FAQs) but subconsciously the customer is sizing you up to see if they can trust you with their money, and whether you’re the right person to solve their needs.
Which leads to the other pattern I noticed. These businesses that enjoy the most success from their Raven Call Back app were business owners who took that call back very seriously. They would call back as soon as they could, and understood that they needed to put their best foot forward over the phone so the customer could hear in their voice why they were the best person to fill their need.
If your online store fits the pattern noted from the 6 examples and you want to try it out for yourself, here is the link to the app: https://apps.shopify.com/raven
Either way, I'd love to hear your thoughts on my observations. Thanks for reading!
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