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The Chat Goes on

December 9, 2009  
Last spring, we offered a few insights about Chatty Cathies—online shoppers who love to use Live Chat options at retail websites. Among the findings we reported: (1) chatters tend to spend more money online than silent shoppers, and (2) the act of chatting builds customer loyalty.

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. 

Conversion rates:

  • 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.

Button placement:

  • 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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