Will Live help chat kill conversion on my Sales Page?
 

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? :)

Re: Will Live help chat kill conversion on my Sales Page?
 

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

Re: Will Live help chat kill conversion on my Sales Page?
 

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.

Re: Will Live help chat kill conversion on my Sales Page?
 

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

Re: Will Live help chat kill conversion on my Sales Page?
 

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

Re: Will Live help chat kill conversion on my Sales Page?
 

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?

Re: Will Live help chat kill conversion on my Sales Page?
 

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.

Re: Will Live help chat kill conversion on my Sales Page?
 

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.