Online chat based help to site visitors

where should I place it?

[Jack_Hughes]

Where is the best place on a product page to place the online chat image? Currently, we have it placed in the header next to our freephone number. Unfortunately, nobody is using it as yet (well in the 2 days it has been on the site.)

[new_shoes]

Middle-upper right-hand side seems to be the convention. It's usually advertised with a 160*160 pixel banner. Usually with a "smiling lady" with a phone and the text "Live Support".

We followed those guidelines and had too many requests.

[Jack_Hughes]

Thanks new_shoes,

As an aside, would you say that your online support has improved your site conversion?

[asp4bunnies]

I'm curious which support you use?

[jwurunner]

Hi,
We have our chat button in the third column now. Before it was under the product description but the chat volume was low. The sales we make through it more than cover the cost of the service and the csr's chatting.

[Jack_Hughes]

We have our chat button in the third column now.

Hmm... is that on the right had side of the page about half way down the page? That's where we have now moved it.

I wonder if it just depends on what type of sale you are trying to make. Perhaps, with our type of sale people don't use chat boxes?

[iloveu]

I want to set up live support chatting program on my site. I use asp code, is there anyone who can suggest me good FREE asp live chat program? Thanks in advance.

[bcolflesh]

[devscripts.com...]

[new_shoes]

> As an aside, would you say that your online
> support has improved your site conversion?

Absolutely, the clients loved it - but our product is so cheap, it simply wasn't worth the time spent. We are considering hiring Indians (in India!) to perform this sort of support - then it may be worth it.

[EstoreSeeker]

i will just say that new shoes you are thinking in the right direction. it's important keep it in mind that if at all your product needs that extra bit of your time and money spending or not. other kinda efforts like one, which u mentioned may prove much better.

[Wael_Ghonim]

Defining the objective of the live support is very crucial, in one of the case I was providing consultancy for one of the e-commerce websites, I checked the following:
1) Ratio between visitors and those who start filling the shopping carts with products

2) Ratio between those who start filling their shopping carts to those who actually register an account to proceed with purchasing

3) Ratio between those who register and those who finalize the order

We found that the third ratio has a serious problem, therefore we placed an online support function once the user registers.

Be aware that placing the support without determining the objectives would get you lot of junk cases in which people who are not even prospects waste your time.