Will Live help chat kill conversion on my Sales Page?

sebascar · 23rd Feb 2015, 05:08 AM

Hi guys,
I was wondering if anyone of you did some split test.

Will a live help chat like the one offered by olark.com (for example) distract the user? I wanna test this on a "classic" landing page: headline, bullets, zero external links, testimonials and the usual "PS" at the end.

Any experience with that?

savidge4 · 23rd Feb 2015, 10:07 AM

I have tested on both landing pages and your average commerce page. it runs about a 50 50 chance of helping a lot or not at all. The landing pages I have used it on and it boosted performance I can think of 3 times in over 100,000ish impressions that it was actually "used".

Definitely something that you will want to test

LABEShops · 23rd Feb 2015, 10:14 AM

Depends on how you implement it I think. Usually I love live chat on sites and have used them often, but yesterday I was on a site where it was constantly popping up info about the page I was viewing (like how many people had viewed that page), offers to help, etc. Annoyed me so much I left the site without making the purchase I had intended to.

I use live chat on my stores and my customers tend to love it, but I let them click on it rather than trying to invite them to chat. At the most, I would make 1 offer to chat on the site and then let them click on it if they want to. Don't be annoying.

lestatega · 23rd Feb 2015, 10:13 PM

Originally Posted by sebascar

Hi guys,
I was wondering if anyone of you did some split test.

Will a live help chat like the one offered by olark.com (for example) distract the user? I wanna test this on a "classic" landing page: headline, bullets, zero external links, testimonials and the usual "PS" at the end.

Any experience with that?

You have to test it out man. I have notice that there is no right and wrong in online marketing test it out for 2 weeks and A/B testing and get the answer yourself

EG

livechatmonitoring · 3rd Mar 2015, 09:37 PM

I am more than a little bias here... but I'll still say it - Live Chat absolutely works!
It's well worth split testing it, and if you're going to manage the live chat yourself make sure you're online when your traffic spikes.
I can tell you that over 40% of the leads we capture are outside of "normal" business hours so it's well worth ensuring that you're online in the evenings as well as during the day.
Cheers,

Gavin

charby5770 · 6th Mar 2015, 08:36 AM

For me it depends upon your product. I'd never buy a car without talking to a salesman but i'd buy a book just by looking at the cover. Those are two extremes, obviously, but you see my point. I can see it becoming a nuisance and a waste of time if someone is just window shopping and wants free advice. If I were to offer it it would have to be at the point the consumer wants to make a decision to buy or not buy. I would take the time and effort to make the sale especially if you could upsell later. What is your product and price?

affilorama-portal · 9th Jul 2015, 11:58 PM

This will really have to depend on how well you know your brand/product and how your live chat support handles sales questions.

We have a live chat support in all our Affilorama products/sales pages and having this feature helped a lot in our sales conversion.

The bottom line is: you need a good pre-sales agent/support to handle various questions about your product, your company, and the market/niche you are into to make live chat support count.

KyleChapman · 10th Jul 2015, 03:29 PM

I've seen it work, and I've seen it fail.

It's one of those deals you have to split test.

You might also want to consider the cost of doing it when comparing sales numbers. I've seen it boost conversion, but it wasn't worth the cost.

23rd Feb 2015, 05:08 AM	#1
sebascar Warrior Member Join Date: 2012 Location: Canary Islands, Spain Posts: 2 Thanks: 0 Thanked 2 Times in 1 Post	Will Live help chat kill conversion on my Sales Page? Share on: Hi guys, I was wondering if anyone of you did some split test. Will a live help chat like the one offered by olark.com (for example) distract the user? I wanna test this on a "classic" landing page: headline, bullets, zero external links, testimonials and the usual "PS" at the end. Any experience with that?
	http://www.sebastianscaramuzza.com/

23rd Feb 2015, 10:07 AM	#2
savidge4 Midnight Oil Warrior Join Date: 2013 Location: Bridgeport, WV. Posts: 6,746 Thanks: 3,543 Thanked 6,537 Times in 3,469 Posts	Re: Will Live help chat kill conversion on my Sales Page? Share on: I have tested on both landing pages and your average commerce page. it runs about a 50 50 chance of helping a lot or not at all. The landing pages I have used it on and it boosted performance I can think of 3 times in over 100,000ish impressions that it was actually "used". Definitely something that you will want to test
	Success is an ACT not an idea

23rd Feb 2015, 10:14 AM	#3
LABEShops HyperActive Warrior Join Date: 2014 Location: Central Florida Posts: 337 Thanks: 18 Thanked 59 Times in 53 Posts	Re: Will Live help chat kill conversion on my Sales Page? Share on: Depends on how you implement it I think. Usually I love live chat on sites and have used them often, but yesterday I was on a site where it was constantly popping up info about the page I was viewing (like how many people had viewed that page), offers to help, etc. Annoyed me so much I left the site without making the purchase I had intended to. I use live chat on my stores and my customers tend to love it, but I let them click on it rather than trying to invite them to chat. At the most, I would make 1 offer to chat on the site and then let them click on it if they want to. Don't be annoying.
	Owner of LABEShops.com & 20+ Niche Online Stores as well as Scifispace.com and other sites. Recommended Host: Evolve

3rd Mar 2015, 09:37 PM	#5
livechatmonitoring Warrior Member Join Date: 2015 Posts: 1 Thanks: 0 Thanked 0 Times in 0 Posts	Re: Will Live help chat kill conversion on my Sales Page? Share on: I am more than a little bias here... but I'll still say it - Live Chat absolutely works! It's well worth split testing it, and if you're going to manage the live chat yourself make sure you're online when your traffic spikes. I can tell you that over 40% of the leads we capture are outside of "normal" business hours so it's well worth ensuring that you're online in the evenings as well as during the day. Cheers, Gavin
	24/7 Live Chat Monitoring on your website to improve the user experience and boost lead capture. Join our Partner Program! www.LiveChatMonitoring.com

6th Mar 2015, 08:36 AM	#6
charby5770 Warrior Member Join Date: 2012 Posts: 26 Thanks: 17 Thanked 3 Times in 3 Posts	Re: Will Live help chat kill conversion on my Sales Page? Share on: For me it depends upon your product. I'd never buy a car without talking to a salesman but i'd buy a book just by looking at the cover. Those are two extremes, obviously, but you see my point. I can see it becoming a nuisance and a waste of time if someone is just window shopping and wants free advice. If I were to offer it it would have to be at the point the consumer wants to make a decision to buy or not buy. I would take the time and effort to make the sale especially if you could upsell later. What is your product and price?
	Earn 100% commissions on monthly subscribers!!!

9th Jul 2015, 11:58 PM	#7
affilorama-portal VIP Warrior War Room Member Join Date: 2010 Location: Christchurch, New Zealand Posts: 1,645 Thanks: 27 Thanked 336 Times in 299 Posts	Re: Will Live help chat kill conversion on my Sales Page? Share on: This will really have to depend on how well you know your brand/product and how your live chat support handles sales questions. We have a live chat support in all our Affilorama products/sales pages and having this feature helped a lot in our sales conversion. The bottom line is: you need a good pre-sales agent/support to handle various questions about your product, your company, and the market/niche you are into to make live chat support count.

10th Jul 2015, 03:29 PM	#8
KyleChapman Conversion Specialist Join Date: 2015 Location: United States Posts: 51 Thanks: 0 Thanked 10 Times in 10 Posts	Re: Will Live help chat kill conversion on my Sales Page? Share on: I've seen it work, and I've seen it fail. It's one of those deals you have to split test. You might also want to consider the cost of doing it when comparing sales numbers. I've seen it boost conversion, but it wasn't worth the cost.
	I've done conversion work for many big companies such as Expedia, The Boston Globe, Kobo Books, Firestone and more... Kyle Chapman - CEO - Conversion Marketing Services a Conversion Rate Optimization Firm