To Chat Or Not To Chat – Conversion Wednesday

By Dan G


“To Chat Or Not to Chat” That is the question. How important is Live Chat? And what impact would it have on your website? As online shopping matures into more of an interactive shopping experience, more and more shoppers are starting to expect these interactive features from their ecommerce websites. “Live Chat” is a large part of this new trend.

Many shoppers feel a sense of urgency when they make their first visit to a site. They want what they’re looking for to just pop out at them, and if they can’t find what they like within their first few moments on a site (like I outlined in the “Split Second Reaction”) they’ll go back to the search engine and try another site. You need to reduce any and all roadblocks in their way. In a recent consumer survey, 72 percent of shoppers rated live chat either “very important” or “most important” when purchasing gifts online, just behind the tried-and-true 800 number.

In the end, what all of this comes down to is “listening to the customer.” By adding “live chat” to their site, merchants can set themselves up for a distinct user experience that is sure to satisfy today’s demanding online consumer in a web 2.0 world.

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Live chat may not be the type of feature that works well for every ecommerce business, but if you want to add live chat to your site, some of the more popular providers include:

  • priced at $29 to $99 per month per user. (with the first two operator licenses being $29, under a basic plan)
  • which starts as low as $99 per month per user.
  • from $36 to $149 per month per user.

  • from $19 TO $49 per month per user.

If deployed, as a word of caution, you should obviously make sure that your customer service representatives are responsive and well-trained for the position. Testing this functionality in an A/B or Multivariate test is the only way of determining exactly how much the “Live Chat” has impacted your site’s conversion rate and if you test multiple variations of the live chat logo, it may also help you determine the best design for the logo. This is where we can help.

Exclusive Concepts offers a full service testing option for our clients called Conversion Booster. Through the program, we will do the work for you in analyzing your site’s data, coming up with solutions that reflect that data, and testing those solutions with an AB or Multivariate test to maximize your increase in conversion rates. One or several of which could simply be by adding “Live Chat” functionality to your site. Every idea will be conceived by thorough analysis and every hypothesis will be tested to statistical significance. Give us a call at 1-800-504-4324 if you’re interested in learning more.

We would be honored to perform a free conversion audit on your qualified website today.