Just a quick question for anyone with experience in these types of things.
I just recently installed an online customer service instant messanger program on my site thinking that contacting customers may increase my conversion rate.
So far most people seem to refuse contact and continue shopping (as expected). Has anyone else used something like this and seen great results? Have you been the one engaging the conversation or do you wait for customers to ask?
As a customer I personally hate this kind of thing. It brings back the days of the salesman who zooms in on you when you walk into a store. The last thing I want when I am browsing around a web store is a “helpful” assistant nagging me with questions.
Others may find this kind of thing helpful if they are unsure of what to purchase so it is important that you strike the right balance. If you must interrupt a customer then find out as quickly as possible if they would like assistance - If they don’t then end the chat immediately.
Thats basically the approach I've been taking. Asking if they need anything and if a no response occurs I move on. It has helped with some clarifications on policies more than anything so far. Not much conversion that wouldn't be there already.
I am thinking I will have the button there for ease of communication and halt my conversation starting quite soon.
We use Groopz on a set of large , sucessful sites, and although seriously undermaned and under utilised, we have seen some success.
I would recommend having the option there for the visitor but not engaging unless they actually request it. Also, only displaying they button when ther is someone there to answer and not using the default option of 'this service is currently unavailable'
I took up a free 7 day trial of the "most famous" instant "talk to a human" services out there.
Biggest waste of time ever.
Impact of conversion rate was absolutely zilch; and if you initiated a conversation from your end (causing a pop-up to interrupt your visitor) all it did was **** them off.
Assuming you're a B2B site; just give prominence to a phone number; if someone wants to speak to a human they will call you - someone sat at a desk in an office doesn't think once about the cost of a phone call.
I hate this sort of thing. If I am approached like this while browsing I just leave for good as it gives me a most uncomfortable feeling, like someone breathing down your neck while you look around. The first time it happened to me it totally freaked me out.
The option to contact a live person on the other hand I love. I would truly recommend that you never initiate contact.