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Run and hide?

by Justin Says
15 replies
I was wondering what your thoughts on a live customer support were.

I've been using live chat on my websites for quite a while and have been doing great with conversions when someone actually talks to me, because I'm very honest with them and not trying to be pushy.

But, I notice when I initiate the chat (meaning I say hello first) most people tend to immediately leave the website.

The thing is, I REALLY want to talk to them. I want to answer their questions and solve their problems by giving them honest advice.



So, in your own opinion, if you landed on a site that had a live chat, that initiated chat while you were just scrolling around the site, what would you do?
#hide #live chat #live support #run #support
  • Profile picture of the author Joel Young
    It depends on how long you wait before saying hello. If you do it almost immediately, that can be off-putting to some people. Me, for instance. It's the same effect as when I enter a store and right away someone is in my face asking how they can help me. All I want to do is look around first, have a chance to take it all in, and if I need help with something I'll ask; or, if I've been there for a reasonable time, and someone approaches me, I'm fine with that, too.

    Many people are the opposite, they love to be helped right away so they don't have to think. It's hard to know what to do, though. And on a website, where you have no idea how long a visitor will stick around, it can be tempting to pop right up and say "HI THERE!!" lol. Even so, it's best to wait anyway because if a visitor is only there for a few seconds, then he/she isn't going to want to talk to you anyway. A visitor who is there for more than minute is probably seriously looking for something. That may be a good time to say hello.

    If you are already waiting before saying hello, and they run away, then I'm not sure what to tell you. Some people are spooked by that, some aren't. Perhaps after a minute of browsing, the visitor could be given a flashing icon to draw their attention to the chat feature?
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    • Profile picture of the author superpayouts
      Originally Posted by Joel Young View Post

      It depends on how long you wait before saying hello. If you do it almost immediately, that can be off-putting to some people. Me, for instance. It's the same effect as when I enter a store and right away someone is in my face asking how they can help me. All I want to do is look around first, have a chance to take it all in, and if I need help with something I'll ask; or, if I've been there for a reasonable time, and someone approaches me, I'm fine with that, too.

      Many people are the opposite, they love to be helped right away so they don't have to think. It's hard to know what to do, though. And on a website, where you have no idea how long a visitor will stick around, it can be tempting to pop right up and say "HI THERE!!" lol. Even so, it's best to wait anyway because if a visitor is only there for a few seconds, then he/she isn't going to want to talk to you anyway. A visitor who is there for more than minute is probably seriously looking for something. That may be a good time to say hello.

      If you are already waiting before saying hello, and they run away, then I'm not sure what to tell you. Some people are spooked by that, some aren't. Perhaps after a minute of browsing, the visitor could be given a flashing icon to draw their attention to the chat feature?

      I think the flashing icon idea is actually really great. Actually I would make it a flashing icon that gives a message like "Click here for live assistance" or something similar to that. It's the same concept as initiating the conversation but they are given then option to or not. Which for some folks, is good because they might not want to chat with anyone at all in the first place!
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  • Profile picture of the author matthewthomas
    I have to admit I would also be put off by that. I think that I agree with Joel Young, Give them a couple of minutes and maybe have a pop up asking if they want help or to talk through a live chat. I would be very inclined to say yes and talk to the person on the other side of that line, but popping up immediately almost sounds like 1 of three things 1. A desperate salesmen. 2. A pushy salesmen. 3. Some one who is genuinely interested in talking to you. and honestly #3 doesn't come to mind very often.

    In saying all that though, I think the idea of the live chat is a brilliant one. There has been many a time I have gone onto a site and I have gotten turned around and I have looked for support of any kind and I find e-mail support so I enter my comment and I get an answer like 6 weeks later and by that time I don't remember or care about what I had read. E-mail support is great if it is fast but your idea definitely trumps them all and I think that it is a great idea.
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    • Profile picture of the author Justin Says
      Originally Posted by Joel Young View Post

      It depends on how long you wait before saying hello. If you do it almost immediately, that can be off-putting to some people. Me, for instance. It's the same effect as when I enter a store and right away someone is in my face asking how they can help me. All I want to do is look around first, have a chance to take it all in, and if I need help with something I'll ask; or, if I've been there for a reasonable time, and someone approaches me, I'm fine with that, too.

      Many people are the opposite, they love to be helped right away so they don't have to think. It's hard to know what to do, though. And on a website, where you have no idea how long a visitor will stick around, it can be tempting to pop right up and say "HI THERE!!" lol. Even so, it's best to wait anyway because if a visitor is only there for a few seconds, then he/she isn't going to want to talk to you anyway. A visitor who is there for more than minute is probably seriously looking for something. That may be a good time to say hello.

      If you are already waiting before saying hello, and they run away, then I'm not sure what to tell you. Some people are spooked by that, some aren't. Perhaps after a minute of browsing, the visitor could be given a flashing icon to draw their attention to the chat feature?
      Originally Posted by matthewthomas View Post

      I have to admit I would also be put off by that. I think that I agree with Joel Young, Give them a couple of minutes and maybe have a pop up asking if they want help or to talk through a live chat. I would be very inclined to say yes and talk to the person on the other side of that line, but popping up immediately almost sounds like 1 of three things 1. A desperate salesmen. 2. A pushy salesmen. 3. Some one who is genuinely interested in talking to you. and honestly #3 doesn't come to mind very often.

      In saying all that though, I think the idea of the live chat is a brilliant one. There has been many a time I have gone onto a site and I have gotten turned around and I have looked for support of any kind and I find e-mail support so I enter my comment and I get an answer like 6 weeks later and by that time I don't remember or care about what I had read. E-mail support is great if it is fast but your idea definitely trumps them all and I think that it is a great idea.
      Thanks so much for your feedback.

      That makes a lot of sense, especially since I don't want to scare potential customers away.

      I like the concept of having some type of attention grabber during the visit and I'll definitely consider it.

      Also I think it would be wise to include a link in the navigation that says "live chat" and automatically opens it.

      Again, thanks for your feedback, it's nice to have other perspectives.
      Signature

      My name is Justin Lewis. My digital marketing company has been in business for over 10 years with multiple six-figure years. We do provide a premium web design service.

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  • Profile picture of the author JeffHylands
    Do not initiate live chat. When I do people leave as well or don't write back. If they have questions they will start the conversation
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    • Profile picture of the author Becky Rogers
      Originally Posted by JeffHylands View Post

      Do not initiate live chat. When I do people leave as well or don't write back. If they have questions they will start the conversation
      I totally agree, and looking at it from the "other side", I have left sites before for that same reason!
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  • Profile picture of the author MarksWineClub
    Honestly, I'd leave. Great to have it, but if you don't want to be pushy, then don't initiate.
    Signature

    Read our most recent articles on wine, this month it's that unappreciated region called Napa Valley.

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  • Profile picture of the author mosthost
    Just send them all invites.
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  • Profile picture of the author Josh Monroe
    The problem I see here is that if you initiate the live chat, the user may leave/ignor it as they could assume its one of those sales bots. You know the ones where it types pre-determined text to try and 'trick' the user into thinking its a real person, until you respond back and it sends you the same response over and over again.

    Just my opinion.
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  • Profile picture of the author ScottGordon
    Justin, I think I would find it creepy if a live chat started up. Just the fact that someone knew I was on the site makes me wary.

    However, what if you had a little pop-up that asked a question? That might engage them.

    It could even be something like:

    "Ever wanted to talk to a real webmaster? Take My Mini-Survey: If I'm online right now, will you answer 3 simple questions for me about how user-friendly (or not) you find my website?" If so, CLICK HERE to see if I'm here. Justin "

    That would get the conversation going. (maybe)
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  • Profile picture of the author igoogle
    let them people start the conversion
    if you start conversion first then users don't like
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    • Profile picture of the author TheEye
      If you start the conversation first people will tend to think that you are desperate and needy. People tend to want to get away from these type of people (even if they have to chew their arm off to do it).

      If the other person starts the conversation, that puts you in the dominant position. You now become a helpful person that they need.

      The trick is to make the person think that they have started the conversation, when in fact you have. The flashing button is an example of this. You start the conversation by causing the button to blink but the person thinks they have started the conversation because they have clicked on the button.
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  • Profile picture of the author Justin Says
    Conversions increased quite a bit today

    I made a few changes to my salespage and didn't initiate any conversations.

    The result equaled a much longer on-site visitor time.

    Which was increased by nearly 60%!
    Signature

    My name is Justin Lewis. My digital marketing company has been in business for over 10 years with multiple six-figure years. We do provide a premium web design service.

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  • Profile picture of the author Joel Young
    That's awesome, Justin! Good to hear it!
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  • Profile picture of the author Chri5123
    Hi Justin,

    This made me laugh a little, think it is an awesome idea but you will always get people that don't want to speak to you or that aren't that savvy with computers and probably get alarmed when the computer starts speaking to them!

    You could try:

    "Hello, DO NOT LEAVE your keyboard will self destruct in 10 seconds!"



    Seriously though i would probably try MORE than just "Hello"

    Something like:

    "Hello and welcome to yoursite.com - This is just a quick message to let you know I am here to answer any questions you may have - just type in the little box below this text and I will get right back to you."

    Chris
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