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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?
Thanks for any help,
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.
I am thinking I will have the button there for ease of communication and halt my conversation starting quite soon.
Thanks for the input.
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'
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.
The option to contact a live person on the other hand I love. I would truly recommend that you never initiate contact.