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When you or your team sit on live chat, you should notice that between 10 and 50% of all your website visitors engage with you.
If done correctly, typically, a third of those should become a lead or, in the case of E-Commerce / Saa S sites, buy or sign up.
This is to ensure that a conversation can continue if the visitor is clicking through pages.“Greetings” is industry lingo for automated chat popups. With most good live chat providers, you can set triggers for proactive greetings, such as: Different applications need different setups. Some companies want the website to do the heavy lifting without a sales person.
You get to talk to your customers so that’s a good thing, right? Websites that convert well do not work well with live chat. The visitor has likely come from Google and found their answer in 0.24 seconds.
Here’s your customer characteristics checklist: Question: Which countries do your best customers come from? Question: Which page on your site has access to a login/support/area where visitors can log in?
Reason for the question: You don’t want to waste resources annoying your existing customers.
And because the “add to cart” and “checkout sequence” is easier than trying to complete a transaction through a live chat agent, live chat reduces conversions. The easiest way to prove the ROI of chat is to capture leads from the conversations.
Tracking uplift in signups and sales is a little trickier.