"After implementing Zoho CRM, the very first application businesses must have is Zoho SalesIQ. It is not only good-to-have, it is a must"
- Mohammad Masoumi, ERP Product owner, 416-Flowers
About 416-Flowers
A family-owned business that started as a small local flower shop, 416-Flowers has now expanded into a large online ecommerce flower shop. It now provides their customers with the best products and services for all special life occasions.
Challenge faced
Since their vision is to establish and nurture a relationship with their customers and provide them with the best possible experience, they were searching for a complete ERP(Enterprise Resource Planning) solution. Once they stumbled onto Zoho and SalesIQ, after evaluation, they realized it was the solution they needed.
How SalesIQ provides the best engagement experience
416-Flowers has added SalesIQ on all of their customer-facing platforms, such as their website and all their social media platforms: WhatsApp, Instagram, Facebook, and Telegram.
They've built a chatbot using SalesIQ to be their first line of communication on all these platforms when customers come in for a query. When asked about the bot, Mohammed says,
"Building the bot using SalesIQ's codeless bot builder is easy as a pie. It has helped us respond to the queries in under a second. We've also enabled the bot to handle the queries after our business hours. Now, we aren't missing any visitors' engagements or inquires. We're online 24/7, even when we're not."
- Mohammad Masoumi
With SalesIQ's triggers, the team feels comfortable as they're helping them have a direct and proactive conversation with their website visitors. On average, they handle around 800 chats/month and use the Zoho CRM-SalesIQ integration to collect and store visitor data.
On the features front, 416-Flowers is using SalesIQ's zero setup required Audio Call feature extensively.
"It helps our visitors who are not good at typing and need a faster way to connect. It is easy to use, and everyone is comfortable with that."
- Mohammad Masoumi
Want to learn more about how SalesIQ could help you optimize and streamline your customer support and optimize operating costs? Book a demo at your earliest convenience, or try it for free now. No credit card needed.
Check out our solution article on ecommerce if you'd like to learn what else SalesIQ can do.
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FAQs
What is Zoho SalesIQ and who is it for?
Zoho SalesIQ is a live chat and chatbot platform that helps businesses of any size connect, convert, and retain customers for life across websites, social media platforms, and mobile apps.
How can chatbots help ecommerce companies?
In ecommerce, customers expect instant responses, whether while browsing products, tracking orders, or checking availability. Zoho SalesIQ's chatbots handle queries 24/7 across your website and social media, respond in under a second, and proactively engage visitors before they drop off. 416-Flowers, a family-owned online flower shop, one of Zoho SalesIQ's customers, now handles around 800 chats per month using chatbots across five platforms.
Is there a real ROI when ecommerce companies invest in chatbots?
Yes, there is a real ROI when ecommerce companies use chatbots. 416-Flowers deployed Zoho SalesIQ's chatbots across their website and social media, and they now handle 800+ chats monthly with sub-second response times, zero missed inquiries even after business hours, and visitor data auto-synced to Zoho CRM. They went from no after-hours coverage to 24/7 availability without adding headcount.
How does live chat help ecommerce companies retain customers?
In ecommerce, customers who can't get instant help will leave and buy elsewhere. 416-Flowers uses SalesIQ's live chat with proactive triggers to start conversations before visitors drop off. For customers who prefer speaking, they use SalesIQ's built-in audio call feature for instant voice support. This kind of multichannel, real-time engagement builds trust and keeps customers coming back.
What's the best live chat platform for ecommerce companies right now?
Among other market choices, Zoho SalesIQ is the preferred live chat platform for many ecommerce companies because it combines live chat, AI bots, proactive engagement triggers, built-in audio calls, CRM integration, and multichannel support across WhatsApp, Instagram, Facebook, and Telegram—everything an ecommerce company needs in one place.
What should ecommerce companies look for in a live chat/chatbot platform?
If you're choosing a live chat or chatbot solution for ecommerce, prioritize: 24/7 bot availability, easy bot building with AI capabilities for handling complex queries, multichannel support across websites and social platforms, proactive engagement triggers, built-in audio calls, and CRM integration for visitor data capture. Above all, speed is non-negotiable, because every second of delay is a lost sale.