Before
Healthspan is the leading direct supplier of vitamins and supplements in the UK. With over a million ecommerce transactions every year, the brand offers specialist wellness and nutrition advice to its customers, helping them make the best health decisions.
Nonetheless, Healthspan recognised that they needed to address an issue: their former chat system wasn’t fit to serve their customer base. With a clunky contact form and a poor customer experience during consultations, this platform led to dwindling chat numbers and a lack of engagement.
To safeguard their established online business and loyal customer base, Healthspan wanted a way to offer their customers expert advice without disrupting the online experience. At the same time, with a new website launch on the horizon, Healthspan needed:
- A chat platform that perfectly matched their website branding
- Level 2 PCI compliance (for brands serving over 1 million card transactions a year)
- Automatic translation to enable advisors to serve customers of all nationalities
Getting Talkative
To help Healthspan meet its goals, the developers at Talkative worked closely with the organization to create an on-brand live chat widget experience that followed the customer page-to-page. This way, customers could always access expert advice with a click. In turn, Healthspan could retire their previous contact forms with their new ability to provide instant customer/advisor connection.
From there, the Talkative solution was seamlessly integrated into Healthspan’s existing telephony setup, routing all chat interactions into Mitel Web Ignite. This allowed advisors to manage multiple chats concurrently. Meanwhile, contact center supervisors could continue to manage workflows easily, helping to boost overall efficiency within the team.
Healthspan also used Talkative’s sensitive field masking feature to automatically mask any sensitive data which is typed by the customer in the chat - including credit card numbers. In turn, Healthspan was fully equipped to meet the compliance standards of the PCI DSS.
Finally, with Talkative’s real-time translation feature, Healthspan advisors could now converse with any customer in over 100 languages. Previously, advisors had to manually translate customer responses, leading to overly long handling times. With Talkative, advisors could instantly converse with customers regardless of language or location.
After
Since deploying Talkative, Healthspan has seen a dramatic increase in chat interactions - a leap of 500%.
From day one of go-live, their contact center team received 350 interactions - eclipsing their previous average of 60. It’s an increase they’ve sustained ever since too, leading to the deployment of a new chatbot to triage the surge in customer contact.
With the addition of Talkative’s Chatbot Advisor, the brand has now managed to reduce its most common order location queries by 30%. In turn, their advisors have more time to focus on high-value customer consultations.
It means that with Talkative’s help, Healthspan has not only met its goals but exceeded them, providing a dramatically improved digital experience for customers old and new.
"It has been fantastic to work with Talkative. We've built a really strong relationship. It was great that you took the time out to visit us and understand our business, with no pressure selling which was nice! We've received great service from all members of the team we've interacted with at Talkative, from the developers to the directors. We are looking forward to what lies ahead and would happily recommend and endorse Talkative for the services they offer." -
Rob King, IT and Facilities Manager at Healthspan.
