The Chat Goes on
So, whether you're just considering adding a Live Chat option to your site or have already done so, it's a good idea to keep abreast of chatter preferences. Here are a few of the latest stats from Bold Software's new report, "Live Chat Performance Benchmarks." Bold Software mined data from millions of chat and website-visit records. Among the findings:
Invitations to chat:
Visitors invited to chat (e.g., via a drop-down box asking whether they need assistance) on or after the second page view have a 47% higher acceptance rate than those invited earlier.
- Visitors invited to chat after being onsite for two to three minutes have a 79% higher acceptance rate than those invited earlier.
Chatters are 4.1 times more likely to convert than visitors who don't chat.
Chatters who engage via proactive invitation are 6.3 times more likely to convert than visitors who don't chat.
Placing the chat button on a second page increases the number of chats by a median of 53% versus sites that place the button on only one page.
Placing the chat button on a third page increases the number of chats by a median of 21% versus sites that place the button on only two pages.
The Po!nt: Chatting is an art and a science. To keep site visitors happy and encourage chatting, it's best to be up-to-date with stats that showcase user preferences.
Source: Bold Software. Download the report here.
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