Boosting one e-commerce business at a time: ConvertCart's journey with Flock

CIOReview Team | Tuesday, 30 January 2018, 11:57 IST

ConvertCart deploys tools like behavioural analysis, split testing, and intuitive personalization to help its clients save hundreds of dollars in marketing costs. The company considers a project done only when they are able to show a marked improvement - such as up to 10 percent in 120 days - in web conversion rates.

The company can achieve these targets and more only when they operate on the collective foundation of the right resources and tools.

For ConvertCart and its teams, their entire business collaboration resides in Flock

At any given time, ConvertCart is running thousands of tests, servicing clients across 21 industries. Throughout the various stages of the optimization journey, the company’s customer service and internal communication need to be blazing fast.

And that’s where Flock comes in.

“For any business, any start-up to grow and scale fast, communication and decision-making should be really fast”, says Arun Kumar, CEO.

Why traditional tools fail to make the cut

Without an exhaustive collaboration platform such as Flock, startups like ConvertCart work with less helpful media like emails and WhatsApp. Recounting one of the biggest problems that ConvertCart faces, Sales VP, Shekhar mentions how it’s absolutely ridiculous to be in touch with multiple people on different platforms.

“You’re talking to someone on WhatsApp and then get a ping on Skype and then you share files on email”, says Shekhar, VP - Sales

Sometimes, all the people that one wishes to keep in touch with, are not in the same geography, or sometimes not even in the same time zone. However, with Flock and it’s ability to support multiple teams with public and private channels, ConvertCart has managed to bring all its diverse functions under one roof. The company has Flock channels for different teams as well as for different projects.

Better conversations and collaboration

For organizations like ConvertCart that service clients across the globe, there is nothing more important than accountability. And that’s precisely what is lost when they depend only on emails for internal and external communication.

“With emails, you never know if someone’s online or not, to help you out with a query”, says Shekhar.

ConvertCart does a really good job of streamlining all its conversations with different clients. The customer servicing team doesn’t have to search through hundreds of threaded messages to pick out one important message or media.

“Basically Flock cleaned my inbox and it killed my WhatsApp,” says Arun.

ConvertCart aims to revolutionize the way e-commerce businesses work, by shooting their conversion rates like never before - and they have a plan.

The team is building a feature called Intelligent Search (or intelli-search) that is touted to increase website conversion rates by as much as five percent. For this to happen, teams are dealing with the inevitable to and fro of information the smart way - by using Flock’s lists, todos, and reminders.

For ConvertCart, what works wonders is that all this information - multiple to-dos, reminders, and tasks shared with multiple people - are not hanging in a vacuum.

It’s all accessible on a single platform, just a couple of clicks away. The best part is that it’s all contextual and accessible via the app sidebar or the Flock Drawer in a particular chat or channel.

Multiple teams: One platform

ConvertCart hosts a bunch of revolutionary teams that are always up to something new and ground breaking. The dev teams at ConvertCart always have one feature in research and another in development. The QA team is always prepared for a testing that might come their way. The sales and accounts team is looking at increasing its user base by pitching to them, as well as receiving feedback in real time. The creative team is pushing the boundaries when it comes to engaging the company’s users and working on client feedback.

Flock is helping these ambitious teams reach their goals by serving as one single platform for conversations and collaboration.

One way teams at ConvertCart do this is by plugging in various integrations with Flock .

The engineering team, for instance, has integrated Sentry with Flock for error tracking and GitHub for code conversion management. Thus, whenever the team runs tests for its clients, they get instant notifications in Flock. Plus, the team can track the entire lifetime of a bug or an issue reported within a single channel in Flock - say right from the time a code is written, to when it’s reviewed and finally deployed.

“The API provided by Flock is very nice and can be easily integrated with all our tools.”, Palani Chellappan, Tech Lead

It is this real-time tracking of issues with Flock that helps the team talk about issues and fix them in a considerably short turnaround time.

The Sales team too has plugged in an integration to track all the payments received. So, whenever ConvertCart closes a deal, the team gets a notification, which also doubles up as a reason for the team to celebrate. Ultimately, ConvertCart is all about one ambitious e-commerce conversion project after another. And the one thing that keeps them all together is Flock.

“Honestly, Flock has worked wonders for us, and it has definitely been a game changer”, Vivek, VP of customer success, ConvertCart.