Content
Get updates on tests we run to improve conversion...
Live chat improves conversion rate for shopping website
04/03/2010
The website for a shopping channel used live chat to help improve conversion rates and drive up average order values.
The effectiveness of live chat services in helping to improve conversion rates has once again been shown by a retail website.
ShopNBC.com used a service offered by LivePerson and it resulted in a 24 per cent conversion rate where customers were engaging in chat.
LivePerson's research into the results also found that average order values were 38 per cent higher among those who used the chat service than those who did not, while chat customers were also less likely to cancel or return their orders.
Jim Dicso, senior vice president of business solutions sales & service for LivePerson, said: "This new study illustrates, yet again, the incremental value our intelligent engagement solutions deliver to customers.
"Ensuring the right visitor is targeted at the right moment with the right agent is critical to live chat program success."
According to LivePerson, the return of investment for the retailer is expected to be 299 per cent over three years.
Another provider of chat services, Bold Software, recently reported that, in a quarter of cases among businesses using its products, a conversion rate of over 40 per cent was being achieved.
ShopNBC.com used a service offered by LivePerson and it resulted in a 24 per cent conversion rate where customers were engaging in chat.
LivePerson's research into the results also found that average order values were 38 per cent higher among those who used the chat service than those who did not, while chat customers were also less likely to cancel or return their orders.
Jim Dicso, senior vice president of business solutions sales & service for LivePerson, said: "This new study illustrates, yet again, the incremental value our intelligent engagement solutions deliver to customers.
"Ensuring the right visitor is targeted at the right moment with the right agent is critical to live chat program success."
According to LivePerson, the return of investment for the retailer is expected to be 299 per cent over three years.
Another provider of chat services, Bold Software, recently reported that, in a quarter of cases among businesses using its products, a conversion rate of over 40 per cent was being achieved.