The conversion rate still increased by 23% when questions took about 30 seconds to answer, but the research also showed a 38% decline in conversions when answers took longer than two minutes.
Put simply, timing matters for your live chat feature.
š¤ Personalization
Another major conversion booster is giving live chat proactive and personalized responses that users can choose from to start their journey.
With this setup, you can make it easy for users to find out relevant information like shipping times or even quick access to sales and discounts ā quite different from the formulaic chatbot āhow can I help you?ā prompt that most users ignore.
More importantly,Ā this system created an 11% sitewide conversion liftĀ for the brands that implemented it. A proactive live chat that asks relevant questions and provides quick results can give users an elevated service experience that reduces friction and shortens the buying path.
šØ Agility
Daniel and his team see live chat as the first layer of customer support for ecommerce shoppers. There will always be situations where customers need to be escalated to a human representative, but itās adding prompts that address those scenarios is yet another trick in the live chat toolbox.
Also, after testing live chat with multiple brands, they found thatĀ live chat actually outperformed human responsesĀ in many scenarios, which allowed those brands to reduce their customer service costs by 50%.
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