By: AdityaJayaram
Very good article .I work for McGladrey and there is a whitepaper on the website about technology in retail that readers would find interesting. @ ( http://bit.ly/RRlVrP )
View ArticleBy: Laurent Frank
I think you make a good point here. I’m in the travel domain and we adopted live chat pretty early and it’s been great for our conversion. We target the french user base, hence offer our chat in french...
View ArticleBy: Robert (ChatToolTester.com)
Really good points. I think live chat will become a lot more popular in the near future maybe even replacing phone support at some companies. It’s great for brand building and as the study mentions,...
View ArticleBy: Peter
Do your own tests on this. We tried a split test earlier this year and found live chat had 0 impact on conversions. But it did result in a LOT of extra work chatting with people – most who seemed to...
View ArticleBy: Colm
I’m not so sure about this either. We’ve put chat on numerous client sites (both online travel and general retail ecommerce) and in many cases they didn’t utilize it and some just dropped it altogether...
View ArticleBy: Nick Vivion
Thanks for the comment, Laurent. What does your consumer look like? I’d be interested to hear more about who your consumers are, and what they are using the live chat for most often – ie. to get...
View ArticleBy: Nick Vivion
Peter - What portion of the travel business are you focused on? I’m interested in seeing how different types of consumers use live chat. And did you track the long-tail of conversions to see if any of...
View ArticleBy: Nick Vivion
Colm Perhaps an alternative to “offline” is simply showing a “Chat Now” button when an operator is available, and just dropping it when no one is around. Or, similar to opening hours, the live chat...
View ArticleBy: Colm
Hi Nick, Absolutely. The latter is probably less dependent on the discipline of the client operator. Of course this only works if your target market is in one time zone or your business hours are in...
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By: Peter Daams
Hi Nick, this was specifically looking at accommodation bookings in the budget sector. The chat was positioned on property pages and on the checkout page. Yes, we tracked conversions over a long period...
View ArticleBy: Nick Vivion
Perhaps having the chat only available on the contact us page would prevent the lazy chatters from just using the feature to avoid reading. Very interesting to hear case studies of what has worked and...
View ArticleBy: Robert (ChatToolTester)
I like the idea of putting it only on the contact us page. Have you tried asking them for their email address before they can start the chat? Maybe this also filters out the not so serious people. What...
View ArticleBy: Peter Daams
Putting it on the contact page might be interesting. Though the number of requests will probably drop a lot with that reduced visibility. All depends if that effort is going to be worth it. Getting...
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