Questions? (877) 643-7244
FutureNow Post
Thursday, Jul. 12, 2007 at 3:42 pm

Quick Tip: Use Live Chat Transcripts to Boost Conversion

By Anthony Garcia
July 12th, 2007

livechat.jpgIf you’re one of the many that have greater conversion rates when visitors engage your live chat, here are three simple things you can do to transfer some of that mojo to your website.

First, track where on the site visitors are engaging your chat.

Second, use chat transcripts to extract the common questions visitors are asking.

Third, provide those answers on the same pages where they’re being asked.

Simple enough?

If you have a lot of visitors engaging chat on your product pages — and you have lots of skews — it’s likely that you need to provide more information on your product pages.

Many of your visitors are bailing because their questions aren’t being answered, many of them won’t think to start a chat to get those answers, and others simply prefer not to chat.

The path to better conversion is to simply answer your visitors’ questions. If you’re unsure what they’re asking or where, many of those questions are sitting in your chat logs. Go take a look.

Add Your Comments

Comments (7)

  1. ZaZaChat.com Live Chat Software has a feature that allows to extract common questions automatically and actually will help you build knowledge base for your business.
    http://www.zazachat.com

  2. How much does having live chat improve conversion? Do you have any statistics?

  3. I have seen live chat boost conversions dramatically on travel websites, but the size of the effect depends on the quality of the chat.

    There are a number of parametres – capacity, chat interface features, staff quality, procedures, etc.

  4. So are you saying that in addition to website, email, adding a blog to my site, Facebook and Twitter that I should add a chat function to my website — maybe you are talking to bigger fish than I.

  5. [...] GrokDotCom by Future Now – Quick Tip: Use Live Chat Transcripts to Boost Conversions [...]

  6. I have seen live chat boost conversions dramatically on travel websites, but the size of the effect depends on the quality of the chat.

  7. but the size of the effect depends on the quality of the chat.

Add Your Comments

 

Print this Article
Share

More articles from Anthony Garcia

Marketing Optimization Blog
FREE Newsletter Sign-Up
send it once every: