Do You Like Live Chat Pop-Ups... Please comment!

[jws8118]

My client sells 4-wheelers, motorcycles, UTV's, Boats, Jet Skis, etc.

They have a live chat box that pops up on average 1.66 times per session and is automatic (does not require the user to click any button)

Based on our analytics I am recommending we disable this feature but I want to hear from other professional data-driven marketers.

I'm just looking for professional opinions on this strategy.

Here are your options:

• Love Live Chat Pop Ups
• Hate Live Chat Pop Ups
• Don't Care/Undecided
• Let the Data Decide

Thank you in advance!

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[MikeRoberts]

In my personal life? Hate Live Chat Pop Ups

If i'm on a site browsing or planning out a purchase, the last thing I need is a chat box to pop up multiple times during my visit trying to get me to convert better or speak with a specialist. If I wanted to speak with Cutomer Service, I will click your wonderful Contact Us button. If I wanted to speak live with a person, you have your phone number right there on the page. If i'm trying to do some pre-purchase research or plan out spending, and you pop up a live chat box every time I come to the site and possibly 2 or 3 times a visit on occasion... I will close that box, get frustrated the next time i pops up, and eventually choose to go back to the site less because its the one with that annoying Chat Pop Up.

Now, I completely understand the business reason behind them and how they can help improve customer relations and increase conversions. I'm all for including them on client sites (where sensible) and ensuring they aren't intrusive. I'm just personally not the customer that will convert off of that. You need to find the right balance. If they come up too often, you'll be pushing people away. But if they come up too infrequently, you may have jut lost a customer who needed a bit of help and a small push to finish converting.

[EGOL]

I use live chat boxes frequently when I am shopping.   They often allow me to get an immediate answer from the company.

I don't like the ones that pop-up in my face.  Instead I prefer an obvious link or a logo that I can click to trigger the chat box.  When I use the chat box there is a very high probability that I will make a purchase and a much lower probability that I will return the purchased item.

I do not use live chat boxes on my own websites.  Why?  The same reason we don't have a phone number and our email address is hard to find.... because we are mainly a content shop and almost every question a buyer will have is answered on the website.  Instead of a link to a live chat we have links to an extensive content library.  The goal is to serve thousands of people per day with the content rather than serving them one-on-one with calls, chats, emails.

Lots of people do not like this business model, but it is a legitimate business model.  And, once you have purchased from us you get our phone number email address and we will respond generously to your questions... but those are usually links or guidance to pages on our website that have an article, video or photographs that answer the most common customer questions.

[LoganRay]

I'd recommend hanging on to live chat at least until you're able to run that cross-check. You might find some really good data supporting its effectiveness.

[jws8118]

We do have the sales data but I have not yet cross referenced the chat lead phone numbers and names vs the sales records. Unfortunately it's a manual process currently but we do have plan to fix that.

[LoganRay]

Yep, I totally get that. The annoyance factor is why I proposed having it only show up based on certain engagement thresholds.

Do you do any data collection on the close rate for people who started a conversation on live chat and then went to purchase?

[jws8118]

Hi Logan,

Thanks for your response. In this case anyone who chats is essentially a conversion b/c we gain their contact information and our purchase process happens offline in the dealerships.

My hypothesis for the test is that the live chat pop up is actually annoying some users and thus hurting our overall conversion rate which includes other conversion actions that have a higher value to the business such as phone calls and test drives.

Does that make sense?

[LoganRay]

Hi James,

My choice: Love Live Chat Pop Ups

Reason: Compare your conversion rates for users that chat and users that don't. We have one eComm client who saw 3-4 times the conversion rate for users whose session included a live chat vs. those who didn't chat.

It doesn't have to be all or nothing either. You say you're recommending disabling it and that it automatically pops up 1.66 times per session - you can curb that a bit and only show it based on site engagement. For example, you could show it only after a user has been on a product detail page for X amount of seconds. Or after Z amount of products viewed.

[Alick300]

Hi James,

• Love Live Chat Pop Ups

I'm also using on my eCommerce site and it is very helpful for many users.

Thanks

[Martijn_Scheijbeler]

• Love Live Chat Pop Ups

Like it as a consumer with the right timing.