Imagine, in a bricks and mortar store; 80% of customers queuing at your checkouts just left their cart and walked out. What would you do? Employ more people to support the checkout area? Speed up service, or chat to them about their products and any concerns that they have? If that's what you would do in a real store then why after spending so much to get customers to your site, would you do anything different to your online customers?
Web Chat allows you to offer that human intervention in the online world; answering any concerns and reassuring customers as they go through the check out. We find that by adding chat in the checkout area, performance immediately jumps up by 10%. So your 20% checkout conversion, jumps to 22%. Not only that, but quite often we are able to increase average order values by up to 35% by adding in ancillary products or taking the customer up on the value ladder journey. I call that the McDonald's effect "Do you want fries with that" or "do you want to go large?"
That's just one benefit of Web Chat on a site - there are many many more, for support and a site evaluation get in touch.
Head Of Digital: CCI South Africa.