In the not-too-distant past, a number of courageous companies took a risk and adapted their live chat strategy for use within a sales context, effecting impressive conversion and order value rates. Not only did the conversion rates of customers who engaged in chat increase, but the revenue per engaged customer also grew 5-10-fold. It’s no wonder other companies began following suit and started using chat in the hope of promoting engagement. Although some businesses reached success with chat, others hit economic hiccups along the way.
We identified chat’s three main pain points below:
The key is striking a balance with your customers. Engage those who require assistance with live experts when needed, and provide digital guided self-service to a broader segment of customers and site visitors.
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