CASE STUDY

B2C SERVICES

How HairRemoval increased phone bookings by 91% and sped up their international expansion.

91%

Conversion rate growth

1 day

Implementation

2193%

Return on Investment

About HairRemoval.co.uk

HairRemoval.co.uk has been providing premium laser hair treatments across the UK over the past 3 years. They have established their salons in prime real estate locations in London, Birmingham, and Manchester.

Thanks to their great service, HairRemoval has rapidly established itself as a brand with a loyal customer following.

The opportunity for sales & expansion

Inbound calls had always driven a lot of HairRemoval.co.uk’s revenue and growth. Sales calls was the preferred method of contact for most customers – it had been by far the best channel to convert new customers.

Although HairRemoval had a number clearly displayed at the top of their website, they were concerned that not enough traffic were picking up the phone. Also, the system they were using made it difficult to have a fast response time (something they knew was critical for a high conversion rate).

The team at HairRemoval wanted to increase the number of inbound calls they were receiving without increasing website traffic; while working with campaigns and cutting lead response time.

For their trial, Manipal implemented LiveCall on the cart page with the popup triggering on exit intent . Initially LiveCall was set up with one number assigned to Manipal’s representative, Tejas. Manipal monitored the results and saw an immediate impact on revenue.

A tool that could deliver this would mean a sizeable boost in their revenue and hitting their goals to expand across the UK.

They were looking for a tool that could deliver strong measurable ROI – with rapid results

“We use a variety of inbound channels, but we were really looking for a solution which would increase our conversion rates in the UK market. LiveCall helped us achieve that goal in no time at all. Within a month we had seen an our per call conversion rate increase by 91%!"

Tomasz Kucharski
CEO at HairRemoval.co.uk

Getting value from Livecall

Hair Removal launched LiveCall across their website in less than 24 hours.
This was possible without any programmers or technical consultants.
Integrating with all their systems took just 2 steps:

  • HairRemoval.co.uk added the single line of LiveCall code
    via Google Tag Manager (3 mins)
  • The team then set up their chosen targeting and customized the widget. They used the readily available customization options to best fit to their brand.

What were some of targeting and customization rules they used?

  • The LiveCall widget appears on all pages of their website,
  • The engagement text was set to appear after 10 seconds,
  • The pop-up was set to appear after 120 seconds and also on exit intent.

Conversion per call is better with LiveCall

Setting new conversion records

Inbound calls had always driven a lot of HairRemoval.co.uk’s revenue and growth. Sales calls was the preferred method of contact for most customers – it had been by far the best channel to convert new customers.

Within their first 2 months of using LiveCall, results exceeded all of HairRemoval’s expectations.

Some highlights were:

  • 91% increase in conversion of calls to bookings with LiveCall.
  • HairRemoval.co.uk calculated a 2193% ROI since implementing LiveCall 2 years ago.

The lead response time had also been cut to an average of 54 seconds from 72 minutes using their old channels like data collection forms.

The lead response time had also been cut to an average of 54 seconds from 72 minutes using their old channels like data collection forms.

The team at HairRemoval.co.uk have big plans to expand their use of LiveCall this year to gain even better results. Integrating LiveCall with paid ads and SMS campaigns are a couple of options being considered.

“The calls we receive from LiveCall are of a higher quality, they are more engaged and ask more questions and thus are much more likely to convert. Our existing customers love using LiveCall to schedule repeat appointments as it gives a better customer experience. ”

Aleksandra Bernacka
Customer Care Specialist

Final Thoughts

Two things were striking from using LiveCall:

The ‘wow’ factor for customers – the rapid response time and immediate human contact impressed customers. It really boosted the brand and customer experience. This helped distinguish HairRemoval versus competitors.

Lead response time was enormously important – the HairRemoval team ran tests to identify the impact of fast response times. They found responding within 1 minute to a lead (easy with LiveCall) converted nearly twice as much as those responded to in 10 minutes!

Knock it out of the park

podróże

+102%
Conversion rate to sales
Read More

Our customers like using various channels to contact us.  In order to seal the deal, we need to make sure that our prospects can contact us effectively.

Radosław Damasiewicz

E-commerce & Marketing DirectorRead More

finanse

50%
More qualified leads
Read More

“LiveCall is a great tool from the customer experience perspective. Customers use it to get educated about a product before purchasing.”

Emilia Wojciechowska

E-marketing SpecialistRead More

Podróże

16%
Sales calls increase
Read More

Being able to respond quickly to clients on our website has also sped up the decision-making process and improved communication.

Anna Wielgus

Director of Fly.pl Contact CenterRead More

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