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Fear of Proactive Chat Unfounded According to Research by Bold Software
Date:5/4/2010

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  • The median percentage of website visitors that accept proactive chat invitations is six percent.
  • Proactive chat increases chat volume by between ~40 and ~100 percent.
  • Chatters that engage via proactive chats will convert at 6.3 times the rate of visitors who do not chat.
  • 52% of those surveyed were receptive to receiving proactive chat invitations.
  • 60% of those who’ve engaged in a live chat interaction before were receptive.
  • 72% of those whose average online transaction is greater than $150 were receptive.
  • Those who were not receptive were statistically more likely to be older with lower household incomes.

Best Practices for Proactive Chat
The two research efforts yielded several implementation best practices including:
 
  • E-tailers should consider adding proactive chat to high-value pages of their site because those that spend more tend to be more receptive.
  • Combining offers (e.g., free shipping) with proactive chat is a successful way to engage visitors who’ve never chatted before. These two methods were top choices among the “non-chatting” population surveyed.
  • Certain types of retailers such as jewelry, office supplies, and
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Source: PRWeb
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