LivePerson Enterprise for Sales

Engage and connect with online visitors


Analyst Research
shows benefits
of Live Chat

As consumers continue to shift their spending from traditional retail channels to the Internet, companies are spending billions of dollars annually to enhance their website and attract new visitors. While advanced tools help online marketers analyze visitor traffic and optimize search terms, preventing abandonment behavior is still a challenge. Whether visitors abandon shopping carts mid-order, click away from partially completed forms, or leave a site due to unavailable product or service information, marketers are missing opportunities to identify and engage hot-lead visitors most likely to benefit from live assistance.

According to JupiterResearch, online chat features have increased online conversion rates by as much as 20 percent. Considering the average conversion rate is currently 2.4 percent (FireClick Index), and Forrester Research projects US retail e-commerce sales to grow to $334.7 billion by 2012, there is a tremendous opportunity for marketers to reach out to "intenders" who would convert if engaged by a site representative.

1&1's 2008 Website Communication Survey found that 49 percent of consumers use live chat and instant messenger tools 11+ times per month. Over 50 percent of consumers perceive companies that provide communication features such as real-time dialog as progressive, advanced, and eager to please the customer.

 

Spotlight

“If you use online chat correctly, it can transform most call centers from a cost center to a profit center," notes Sam Bruni, Backcountry.com director of customer experience.”

87 percent of [Backcountry] customers who chat with gear heads say they are satisfied with the experience; what's more, 85 percent of the same customer group reports that the chat helped them decide to make a purchase. Plus, the average purchase among the same group is near twice as much than the average purchase made by customers who did not engage in any form of online chat.

Excerpt from
An Epic (Customer) Experience with Live Chat"
1to1 Magazine
May 2008
Read the article