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Website chat, increases conversions?

Discussion in 'Black Hat SEO' started by Anonoptimization, May 9, 2016.

  1. Anonoptimization

    Anonoptimization Power Member

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    Anyone know if website chats such as for ecommerce sites generally increases conversions?

    I added one to my website recently and don't have enough data but I'm guessing it is a good idea to keep the chat option.

    Thanks
     
  2. Gromit

    Gromit Regular Member

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    Impossible to say because it's all dependant on your target audience and how they'll react to it. Do the other sites in your niche have a nagging chat box as well?

    I had these on all my e-commerce sites back in 2012 but most of the time they either made customers hit the back button immediately because they felt like someone was spying on them or they thought someone had hacked the site. Regardless of the reasons it didn't increase conversions, just the bounce rate.

    It might be a bit different now in 2016, but you might want to consider how computer literate your target audience is.
     
  3. Anonymously

    Anonymously Jr. VIP Jr. VIP

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    It usually does UNLESS you use it to immediately talk to your incoming traffic, which is very annoying.

    Let them come to you if they have any questions.

    Zopim is a good livechat system. I use it personally and frequently talk with my clients this way. I've noticed it adds friendliness and even warmth to your business.

    Some even start talking about their personal lives.
     
    Last edited: May 9, 2016
  4. ThopHayt

    ThopHayt Jr. VIP Jr. VIP Premium Member

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    It also depends on the niche... but its said to be a net positive. I've added it to sites and seen fairly little, but it has "recovered" a few sales here and there. Just depends. You need to have someone useful to respond.
     
  5. Lauriat

    Lauriat Power Member

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    in theory it must increase your conversions, because if customer wants to ask question he or she will immediately get answer to it, so potentially make a purchase right away, rather than change their mind or find another supplier waiting 1 day for email response.
     
  6. FutureProofSeo

    FutureProofSeo Senior Member

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    You get into a lot of problems with mobile traffic where the chat might get in the way or not load correctly causing a high bounce rate.

    The best solution is to integrate Q&A modules onto each product page, which can capture any potential questions the buyers have (which you can then add to the sales copy for better conversions).
     
  7. Anonoptimization

    Anonoptimization Power Member

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    It's done in a way that you can click the bottom right to open up the chat. I've thought about that spying idea too. My competitors are not using it though so I'm not sure. I also think I would get rid of it on mobile at least.

    Some of my competitors are a bit old school though. I haven't seen much lino building from them even. The obvious plus side of a chat is easy access to customer service so I'm not sure. I'd be curious to test the bounce rate by alternating days with and without chat.
     
    Last edited: May 9, 2016
  8. WebCafeWorld

    WebCafeWorld Registered Member

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    It generally depends upon the targeted people and choice of them.. Do more sites in your niche..

    Also Live chat is a good idea to build up the bonding and friendliness..