Strix is a company specializing in digital commerce services. They’re an e-commerce agency with top UX designers, engineers and project managers on board. Strix designs and implements e-commerce systems, while caring about extraordinary UX. They mainly work with medium and big enterprises and combine creative approach with deep knowledge and years of hands-on experience from the e-commerce industry.
Some time ago Strix was working on a completely new website. As its old version hadn’t encouraged much traffic they wanted to change it – they needed the new website to be more appealing, interactive, engaging and able to generate leads. In addition, the Strix team wanted to know who visit their site and how they behave. Originally, they went for User.com as they’re looking for software with live chat and advanced user tracking features.
Strix needed to get more insights about their website visitors – who, from where, when and how often visit their site and what exact actions they take – as they wanted to combine those data with Google Analytics statistics and thus have better understanding of their users. Thanks to this, they could more precisely target their marketing and user engagement activities.
One of their key objectives was to provide online support for users with questions and start to generate valuable leads on their main website.
Strix has been using selected User.com modules from the very beginning and managed to achieve great results in relation to their original goals. However, with time, as they’re getting more used to the platform, they found additional features very useful too, and have been gradually increasing the scope of their User.com usage.
Since the very beginning they’ve been providing live chat support on their website. As their team is relatively small and not always have time to be available, they set up a simple automation – if a chat agent hasn’t responded within a given time, an automated bot message is sent. Thanks to this, Strix collects email addresses and information from prospects even if the team can’t be reached. This simple bot brings such great results as a lead generator that in the nearest future they want to create a more complex chatbot which will collect different information pieces about prospects and thus capture users that may have not left their details otherwise.
When Strix first implemented User.com they were using another provider for their email campaigns. At some point, however, they tested out the User.com email campaigns and were so satisfied with the results that they resigned from the old tool. The Strix team especially value intuitive campaign builder, email templates that are ready to use without developers’ or designers’ help and extremely responsive User.com support team if they need additional advice. In addition, it’s extremely helpful that in the email campaign stats one can see exact users who interacted with it and can go directly to a given user’s profile. Strix sends both simple (newsletters, one-off promotions or special offers) and automated (newsletter subscription confirmation) email campaigns. On top of that, Strix uses User.com lists to collect and manage email addresses of people downloading their ebooks.
Another tool that works pretty well as a lead generator are pop-ups. They help with newsletter sign-ups and are a good way to inform users about some special or extraordinary situations. For example, Strix used pop-ups to inform people entering their services page about a special offer for e-commerce businesses that wanted to go digital amid COVID-19 pandemic. Visitors could easily schedule a free demo through a pop-up form.
Creating an efficient lead generation machine with automated chat messages has been one of the key Strix’s sucesses with User.com so far. They’re very satisfied with a number of new leads coming from this channel each month and now are looking forward to settig up a more complex leadgen chatbot to capture even more prospects and useful information in an automated way.
When it comes to the next steps, they are also thinking about using the User.com CRM section to better track their sales pipeline stages and organize lead management processes. In addition, they are soon going to implement User.com on their second website too.
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