A £4,000 basket, one unanswered question, and a closed tab
High-value equipment retailer
A voice on the expensive baskets that stall at checkout.
The business
A store where the average order is high enough that buyers do not simply click through. Almost every large order involves a question about specification, delivery or warranty.
The challenge
- Expensive baskets stalled at the checkout step with no way to ask anything.
- Live chat answered the question twenty minutes later, by which time the tab was closed.
- The team could not tell which product pages were losing people and which were not.
What was set up
A call button where the hesitation happens
The widget is set to show on product and checkout pages above a value threshold, rather than sitewide — so it appears on the orders where a conversation is worth having.
Connected, not queued
The visitor asks and the phone rings on both ends in about 28 seconds. Nobody waits for a reply to an enquiry form.
The page comes with the call
The rep sees which product page the request came from before they speak, so the conversation starts at the question rather than at "how can I help".
What changed
- The one question standing between a browser and a large order gets answered while it is still being asked.
- The team can see which pages generate calls and which generate silence.
- Every conversation is recorded and logged against its source.
This story describes a real operating situation and the setup that handles it. The business is described by trade and size rather than named, and nothing here is presented as a measured result. Named stories with figures are published once the customer has signed them off.