I recently came across some rather cool tools which take the concept of 'interactivity' with your online audience one step further. It is something we have all seen but what I was surprised about is how simple and cost effective it is for any business.
Ok enough of the mystery. I am referring to live people you can actually talk to while perusing a company's website to make the experience richer and really engage with potential customers. Liveperson.com is one such example. How does it work? When you go onto a website a proactive invitation pop up comes up in the corner of your screen, with a tailor made message from you inviting customer to ask questions either via chat messages or voice call.
What I like about it is that it is not overly intrusive, if you don't want to talk you just click no. But if you do have questions this service is very beneficial and simple to use. On their website, Liveperson claims that customers have enjoyed the following benefits: 20% increase in online sales(i.e. conversion rates), 25% reduction in service costs and 35% increase in average order values. It appears to solve the common complaint of customers not wanting to talk to a machine.
So if you're business model fits - I would recommend installing a little human touch.
2 comments:
I have come across this service in several websites - I think mostly online retail clothing shops.
I usually always click "No, Thanks", since I am just browsing. I actually wondered who would be the audience that would immediately want to 'chat' with a representative upon their first few seconds of visiting a website? But now I see, based on the statistics you present that actually people like it and find it useful.
The only time when I found this kind of service useful was when I needed an immediate response from customer service regarding shipping for an online transaction that was in process. However, it seems that these are two seperate services.
Hey! Thanks for all this info. Very useful. I think the biggest mistake people have made with the Internet is that they use a potentially interactive/"3D" space and only keep it as an information access point or "2D" space. I agree with Tali, that I do usually click no, but I must say-- the times that I have needed immediate help, this type of tool has been really helpful. It'll be interesting to see how this type of platform evolves and what company capitalizes on it.
Post a Comment