«Dashly Helps Us to Convert Strangers to Buyers, ” — the Story of Fiodor, CMO of Four Airfare Search Websites

Reading time: 26.08.2020
«Dashly Helps Us to Convert Strangers to Buyers, ” — the Story of Fiodor, CMO of Four Airfare Search Websites

About the customer

Our customer Fiodor is a Chief Marketer at four services that help people search for flights. What’s unusual about this: all these websites are served by only one support team. 

We helped Fiodor merge requests from all the services, and receive them in one admin panel.

Let’s take a closer look at these four websites:

Ovago.com and one more website (which we can’t mention) help to form several route options. After that, you only need to choose the most appropriate deal, enter your contact details, and make a purchase.

In a nutshell, the purchase is automatic, and no people are needed to help customers buy tickets.

In this case, the customer uses live chat as a support channel. Agents answer questions like “how to change the name in the ticket, “how to get a refund,” and so on. 

On Wowfare.com and Arangrant.com, an agent helps the customer to form the route. This option is helpful when your route is difficult, you want to fly with a particular airline, have different bag options, and so on. An agent will help you to buy the most appropriate option with the price that fits your budget the most

The problem

All four services were connected to another customer communication system, but there were several issues that the previous current solution couldn’t cover:

  1. Limited agent seats. Fiodor wanted to connect more agents and educate them. But he had to pay for each new team member, and it became too expensive to teach new agents.
  2. Supervisors didn’t have access to agents’ chats while they were communicating with customers. If there was a mistake, the supervisor would know about this only when the dialog was closed. It was often too late to change anything, and it didn’t help to build good customer relations
  3. Four admin panels were needed for four websites. There was only one support team that handled all these services, so they had to switch between several tabs to reply to requests.

So, Fiodor started looking for a new solution, and after testing several services he found Dashly. In this case study, we will tell you why he chose us to solve his problems.

Disclaimer: our customer asked us no to disclose their numbers, and we totally respect that. We share Fiodor’s experience of using Dashly and you can try similar campaigns on your website.

How Dashly helped improve customer support

To start with, Dashly resolved issues that appeared with the previous customer communication solution:

  1. Dashly offers unlimited agents seats, which allows the company to teach new agents without additional costs;
  2. In Dashly, you can give different types of access to agents. This feature resolved one of the Fiodor’s problems: supervisors were enabled to control their agents’ conversations.

What’s more? Let’s go forward!

Answering all the clients’ requests using one platform

All four platforms use live chat as a main customer communication tool. 

However, there is only one support team that handles 4 websites and 4 Facebook groups. For them, it would be inconvenient to switch between several admin panels. So, Dashly team helped Fiodor to merge all the requests, and receive all requests/questions in one admin panel.

Understanding the context of customer’s issue

Although it is more convenient to receive all requests in one admin panel, agents faced another problem: they couldn’t understand the context of the issue the customer had. They needed to scroll the dialog and search for some information that could help them to understand the context. 

In Dashly, all the users that write to the support are tagged with the source they came from (website or Facebook group name)

See how it looks like:

All the messages are sorted by their source. Also, there is a channel with all the messages received (without sorting). To the left, you can see what these channels look like.

When a customer writes to the support, the system automatically identifies which channel they come from, and tags the dialog with the channel label. So, agents don’t have to spend their time on understanding the context of the issue and sorting conversations.

Chat messages when a customer stays on the same page for a long time

Customers may spend a lot of time on the billing details page. In this case, the platform sends them a message through the chat with a suggestion to help. This message may vary from page to page, but the mechanism pushes a user to make a purchase.

Sometimes people just browse our websites not willing to buy a flight. This is an ideal moment for an agent to make an offer with a last-minute tour that may not be displayed on the website

CMO of Four Airfare Search Websites

This way, agents may suggest a solution for the problem the user faces, or even make another offer with a more convenient route. 

Live chat could be a great tool that will help you to sell more, especially if you add a chatbot

CMO of Four Airfare Search Websites

How Dashly helps other distribution channels to perform better

Customers come to Fiodor’s websites from different channels. And sometimes it may seem unclear that the customer is willing to make a purchase. Dashly helps to push them to purchase by sending triggered chat messages.

Many channels help us to generate traffic, but not sales. Before we started using Dashly, users visited our websites, and nothing pushed them to purchase. Therefore, they just left. But when I monitor purchases now, I see that people from these channels ask something through the live chat and finally buy the ticket. Dashly helps us to convert visitors into buyers

CMO of Four Airfare Search Websites
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The result

The company wants to collect as many qualified leads as possible. Dashly helps them with this:

Dashly is an ideal platform to collect as more information about the user as possible. Before we started using Dashly, we collected information about users mostly manually. This helps us to build longterm customer relationships

CMO of Four Airfare Search Websites

And, surely, after achieving such results, Fiodor doesn’t want to stop and got some plans for using Dashly in the future. Here we go:

Fiodor’s plan for the future

Engage users by pop-ups

Fiodor plans to launch pop-ups. Using segmentation, they want to show pop-ups with special offers to people from particular states or cities.

I love Dashly pop-ups, they’re amazing. There are many triggers, and it’s very convenient to segment users. And it’s easy to see the result of campaigns in the analytics section

CMO of Four Airfare Search Websites

He also wants to create users’ onboarding using pop-ups. This will help users to understand the platform better and spend less time on making a purchase.

Send triggered emails

One of the easiest ways to remind a user about yourself is to send them a triggered email. In the future, Fiodor also wants to send emails with relevant flights. 

Fiodor wants to continue using Dashly and has big plans for it. And we are always ready to help him make the most of our platform. 

More success stories:

  1. 4 Extraordinary Chatbot Campaigns in SaaS: The Case of FinTablo Using Dashly
  2. SureTask managed to make 31% visitors sign up using Dashly
  3. OpenCRM reaches out to 1500 customers every month via Dashly
  4. How the customer support is organized in ModulBank and why they aren’t afraid to make promises about the response speed