4little1s.com - Comm100 Case Study

Founded in 2007, 4little1s.com is an online nursery furniture, baby bedding and baby gifts retailer based in London, England. 4little1s.com sells around the world with clients in the US, Australia and Europe.

The Challenge

As a trusted online retailer with turnover grown from nothing to hundreds of thousands of pounds within three years, the challenge was to take the business to the next level. We aimed to achieve this via improved sales conversion ratios and improved customer satisfaction and service levels.

Many people visited the website and browsed, but we wanted to up the level in terms of ways we could improve our customer service levels. We have always held the believe that a happy customer will buy. Keeping people on the website for longer was a sure fire way of increasing revenue for us and adding chat software looked appealing. Our customer base were become more demanding and we needed to explore other channels to achieve this.

4little1s realized that while customers could enquire about availability via email or by calling the call centre, sometimes people needed an answer there and then on screen in 'real time'

The Solution

We evaluated a number of live chat solutions including Comm100 over the course of six months. Various measures and scores were applied to each product during the evaluation process. This ranged from complexity for integration, cost, look and feel and of course, sales conversion increase.

Comm 100 came out the best in all categories, comfortable beating all its competitors. Additionally with no ads popping up, this solution was the most cost effective solution around by far.

The Benefits

Opening up a proactive dialogue and engaging with customers while they were browsing, gave customers the opportunity to ask about anything they liked. Quite like the shop assistant welcoming the customer as they come through the door or asking 'May I help?'

Addressing customer queries, stock enquires and existing orders were easily dealt with there and then !

Being able to see which website referrers and keywords are being used that brought the customer to the website was worth its weight in gold.

Being able to see where our customers were coming from in terms of countries and cities has assisted us with our offline product marketing and which areas to concentrate more on.


"We have doubled our orders as result of the software and have had to scale up as a result which is great news, thanks so much" said Christianne, Managing Director

Head Quarters: London, England
Website: www.4little1s.com
Industry: Online Retail - Nursery Goods
Need: Live Chat Software
The solution: Comm 100 Live Chat



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