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Human element can improve conversion rates
22/02/2010
Ensuring that the customer service departments are quickly in touch with potential customers could improve checkout optimization.
Promoting voice customer services has been trumpeted yet again as a way of improving conversion rates.
According to LeadCall, which provides retailers with such solutions, 95 per cent of visitors to an ecommerce website do not complete their orders, resulting in lost revenue.
LeadCall's system works by patching through calls from a call centre to a potential customer within minutes of them entering details on a form field.
Scott Reid, managing director at LeadCall, believes a return to the human element of customer services, rather than fully automated systems, is the way forward.
He said: "There's a tendency for companies to rely on high tech automated online ordering systems - that actually, when tracked, don't work."
The company says that some businesses that have implemented their service have reported an immediate 30 per cent increase in conversion rates.
Live chat has also been touted as a way of improving conversion and Bold Software says that at least half of the business that use its products have reported a 20 per cent increase in conversion rates.
According to LeadCall, which provides retailers with such solutions, 95 per cent of visitors to an ecommerce website do not complete their orders, resulting in lost revenue.
LeadCall's system works by patching through calls from a call centre to a potential customer within minutes of them entering details on a form field.
Scott Reid, managing director at LeadCall, believes a return to the human element of customer services, rather than fully automated systems, is the way forward.
He said: "There's a tendency for companies to rely on high tech automated online ordering systems - that actually, when tracked, don't work."
The company says that some businesses that have implemented their service have reported an immediate 30 per cent increase in conversion rates.
Live chat has also been touted as a way of improving conversion and Bold Software says that at least half of the business that use its products have reported a 20 per cent increase in conversion rates.