This Case Study provides value in the use of digital tools available online. There is no excuse for any entrepreneur to tap into the new technology. If Dokonalá Káva can use it to increase by 127 per cent you can as well!
Dokonalá Káva began as a tiny webshop in 2015, founded by Jan Houdek. They now have an on-site store in Brno with a showroom full of good coffee, coffee machines, barista equipment, and their now-thriving e-shop. They even provide barista training!
Dokonalá Káva needed to communicate with their website visitors frequently. Most essential, they wanted to provide their consumers with the most accurate information in the shortest time feasible. Email is too slow for them, and phone interaction is ineffectual, if not archaic. They discovered that live chat was obviously the fastest and most acceptable choice for them to respond quickly to client concerns.
Dokonalá Káva, being a well-established participant in Brno’s competitive coffee market, understood they needed to deliver the most satisfactory possible online buying experience to stand out from the crowd. Dokonalá Káva uses Smartsupp to take their business to the next level and generate extraordinary sales results through human, and chatbot live chat conversations in response to the growing demand for superior online shopping experiences worldwide.
Coffee, coffee machines, and barista equipment are of the highest quality. They even provide barista training!
Dokonalá Káva can be available when their clients need them the most with Smartsupp Live Chat. They are open regularly from 8:00-17:00 on their e-shop, and from 8:00-22:00 during peak season. In fact, many customers return to their e-shop because of the positive customer service experience they had via live chat, whether it was with a human or a chatbot.
Dokonalá Káva saved money and precious customer service resources by minimising human assistance for FAQs by using Smartsupp’s chatbot to weed out repetitive questions. They discovered that the chatbot was often more effective than human support in answering consumer concerns and that by setting it up correctly the first time, you won’t have to make any more revisions. They may also use the chatbot as a virtual barista and coffee guide by building up several coffee preparation, flavour, and packaging size options. “Everyone wants human assistance,” Jan Houdek said, “yet the chatbot addresses a big portion of consumer concerns and requests without the need for human customer service.”
Dokonalá Káva’s crew is always available for its customers thanks to Smartsupp’s free mobile app, which allows them to leave the office and stay connected comfortably in the evenings. They can never miss a client question with the mobile app, which helps them keep their impeccable reputation for exceptional customer service.
Dokonalá Káva uses Smartsupp’s incredibly informative video recordings function to discover and fix bugs and errors on their website before they become a problem for users.
The chat statistics for Dokonalá Káva speak for themselves–their pride in customer service, along with Smartsupp’s capabilities, enables them to provide amazing help to their guests, exceeding all expectations and needs.
150chatbot monthly interactions
39s first response time
Customers who dealt with both a chatbot and a human assistant (Segment 1)
Dokonalá Káva’s notable reported results from employing live chat help with people or chatbots include:
First, visitors who interacted with live chat had a 379 per cent greater conversion rate than those who did not.
Second, only 2% of visitors who received live chat support accounted for 15% of total revenue–in other words, even a tiny number of visitors using the web chat had a significant impact on overall earnings.
Third, the average order value per conversation visitor climbed by 127 per cent.
Fourth, they discovered that every tenth interaction resulted in a conversion, implying that if you stay online, reply fast, and use live chat as much as possible, you will automatically generate online purchases through chats.
The conversion rate of +379 per cent
Chatters have a 379 per cent higher conversion rate than non-chatters. Smartsupp users are 3.7 times more likely to purchase.
15 per cent of income
The revenue generated by 2% of visitors (who talk) is 15%. A small number of visits can have a significant financial impact.
+127 per cent order value on average
When customers interact, the average order value climbed by 127 per cent. Stay online, respond fast, and engage in as many conversations as you can.
Every 10th The discussion concludes with a conversion.
Conversion occurs every tenth talk. Stay online, respond fast, and engage in as many conversations as possible.
Customers who only interacted with a chatbot (Segment 2)
Dokonalá Káva revealed the following results while looking at live chat performance with solely chatbot (non-human) assistance:
The conversion rate of visitors who received advice from a chatbot increased by 248 per cent.
Second, only 0.5 per cent of visitors interacted with the chatbot, yet they accounted for 5% of total income.
Third, the average order value jumped by 150 per cent when individuals communicated with the chatbot.
Finally, a sale was made every 20th live chat interaction with the chatbot.
These findings suggest that, when properly configured for an online store’s objectives, the chatbot efficiently assists shoppers in selecting the appropriate product and greatly increases sales.
0.5% of visitors who interacted with chatbot make
5% of revenue
+150% average order value
every 20th chatbot interaction ends with conversion
Visit Dokonalá Káva’s website at https://www.dokonalakava.cz/ to see how their chatbot and live chat services function. Their narrative and attitude may be a true source of inspiration for anyone trying to attain the same excellent outcomes they did with Smartsupp.
Dokonalá Káva took advantage of Smartsupp’s live chat and chatbot features to boost sales. They achieved demonstrable success by staying online when their consumers needed them most, setting up their chatbot accordingly, and keeping an eye on the mobile app, moving their overall revenue to the next level.
Will you be the next Smartsupp online retail success story? Sign up at smartsupp.com if you’re interested in using Smartsupp to track your results and would like a free Google Analytics template.
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I have known Charles Vincent Kauwasha for many long years now since we first met in Accident and Emergency department of Hutt Hospital Lower Hutt New Zealand, where he was an emergency nurse. I had a problem with my heart and very quickly learnt to trust him with my life! we got talking about our businesses and exchanged contact details. Charles has been a loyal friend and business contact here and on whatsapp etc ever since that time, even after he moved from New Zealand to Australia. Charles is a very honest, loyal and trustworthy person, both in business and as a friend. I highly recommend Charles as a safe person to know and do business with.
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With his humble beginnings overseas, Charles would be a perfect mentor for someone feeling trapped with not much to look forward to in future. Listen to his story and be amazed and inspired… starting with nothing to where he is! He will teach you about the power of perseverance. Well done Charles
A unique and profound CEO I have seen in our times, I have seen the calibre in Charles. Charles has a performing influence drive from his desires to do work in an extraordinary way. Charles is adeliver, you will not regret working on projects with him
I Studied with Vincent Kaluwasha during this programme. A highly skilled and knowledgeable individual. Passionate about Occupational Health and would suitably work in the is capacity anywhere in the world”.
JACOB JOSEPH SAKALA-NURSE CONSULTANT
Charles is a man with a great deal of integrity and takes pride in his work
I’ve known Charles for many years and every encounter has been a happy one….he has a wonderful attitude towards life. He is a man of integrity
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I have seen how Charles has evolved from nothing to setting up a real estate portfolio with determination -Jessica McDade He is a man of integrity and passion who leaves a stone unturned!
All the developers of D5 Creation have come from the disadvantaged part or group of the society. All have established themselves after a long and hard struggle in their life
Thanks to you Charles, we can be there when the worst happens to give people the emergency medical care they need – and rapid transport to hospital. Your support means that CareFlight can fly at a few minutes’ notice, to some of the most inhospitable places in this country. It means patients like Simon can be reached quickly with hospital-level emergency care at the scene – and in cases like Simon’s every minute counts.
On behalf of everyone at CareFlight, thank you for your generosity – and have a wonderful holiday season. Thank you so much
Dear CVK, Awesome, a huge thank you for your prompt response!!! I feel blessed to know you.I love your inspiring video and I have learnt a lot from your nicely arranged presentation. I can’t remember the question I paused to you myself but it feels like whatever it was I asked you has been effectively dealt with in your powerful video. By the way, I strongly feel you can make a good mentor of mine considering the massive education and experience you have acquired through the years. Let me know if you can do this for me because I firmly believe there is a purpose why God brings certain people into our lives which is to help us achieve our fullest potential and arrive at our God-given destiny. Remain blessed forevermore in Jesus mighty name, Amena!!! By the way, many thanks for your quick encouraging feedback and for the free book offer on how to attract people to my biz.Will study the book ASAP and I should be able to implement what I will learn and will see where that will take me. I am looking forward to a rewarding interaction between the two of us. Once again, thank you for your non-wavering support and encouragement you have rendered to me over the years. I thought you had given up on me and forgotten about me since I appeared to be wasting your time. I am still interested in salvaging my life and do something new and big because I am tired and sick of living a mediocre kind of life. Please help me if you can by God’s grace. Have a blessed day my Brotherman
Charles, right now, a lot of people in this country are saying, “Thank you.”Thank you for being there when they needed help most. Thank you for taking charge when their world was turning upside down. Thank you for giving them confidence, when they were afraid and needed life-saving help. As a CareFlight Support Crew Member, you are making such a difference for so many people. Your regular donations help save lives and keep families together. Patients like Thomas, who told us, “You made it possible for me to survive.”And Agnes, who said, “I’m very grateful a service like CareFlight exists.”Below are some more messages of thanks: Thanks from the patients you help. As we head into another year, we know there will be even more people who will call on our services. So, I’d like to add my heartfelt thanks to those of our patients, for your steadfast support. Together we are ensuring CareFlight is always there for people when they call for our help. Whether it’s intubating a patient at the scene of an accident, or ensuring a newborn is safe on a flight from a remote area to a major hospital for treatment, our patients cannot speak highly enough of the care they receive. Charles, that care is part of a chain that starts with people like you. These expressions of gratitude, from all over the country and from all walks of life, show you how much your support is valued – and how much it is needed, more than ever. We can’t do what we do without you.
If this year has taught us anything so far, it’s that none of us ever truly know what is around the corner.
That’s why I can’t thank you enough for your support that ensures we can continue to provide life-saving aeromedical care to Australians most in need.
Our CareFlight crews are in a unique position to understand what Australians have been going through. Every day, we care for people who have found their world shaken by a sudden accident or illness – coping with circumstances almost none expected to face when they woke up that morning.
People like Simon Bowman don’t like to rely on others for help. But one day, as he lay trapped inside his car after a terrible road accident, with suspected injuries to his spine and shoulder and a possible head trauma, Simon needed life-saving help desperately. CareFlight was there in a matter of minutes.
CareFlight’s rapid response helicopter service is so vital in situations like this. Our crew can be airborne in minutes and by the side of our patient, delivering hospital-level emergency care as fast as possible.
Simon doesn’t remember much about his accident, but he does recall the voices of the CareFlight crew as they worked urgently to treat his injuries. Simon told us: “I knew there was someone looking after me and that I was in good hands.”
Our mission is to deliver people the very best care. We’ve spearheaded international aeromedical innovations such as our stretcher bridge system and become the first civilian service to carry blood plasma to the scene of an accident.
The care, the state-of-the-art equipment, those voices which reassure patients that they are in the hands of skilled professionals they can trust – it’s all thanks to people like you.
Simon has recovered and recently visited our base to meet some of the crew. He has never forgotten the help he received from CareFlight, so meeting them again was an emotional experience.
Seeing the helicopter that transported him to hospital, he was amazed at its size. He confessed he’d never been that keen on helicopters, “but I was very keen that one was there that day.”
Your support for CareFlight is helping to save so many lives, like Simon’s.
Thank you so much.
HAPPY BIRTHDAY, CEO!! peacemaker, Shepherd, wise, intelligent, focused, hardworking, caring, loving, forgiving, Husband, Granddad and most importantly best Father Charles V. Kaluwasha. We’ve been truly blessed to have you as our mentor and protector. We thank God for keeping you alive and healthy. Today we celebrate your 60th, a blessed milestone! Next, we count down to your 100th BIRTHDAY. WE LOVE YOU and pray we have you as our father in the next life- @Kendy Kaluwasha
Charles is a very intelligent individual and is very knowledgeable in regards to the Australian Real Estate market. We continue to work a long side each other and we will be for a very long time. He is a much needed asset to my business and growth of my business in the future.
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Thank you sir hope your work and business expand. Greatness is your portion on a daily basis. You inspire many to pursue their dream, so good to see you pave the way.
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