Live chat solutions promise to better meet customer needs and thus increase conversion, average order value, and ultimately sales. As testament to this fact, live chat vendors have commissioned study after study proclaiming the benefits to using their solutions. But are these studies correct even with the obvious bias? Does live chat actually make a positive impact?
One of our mid-sized ecommerce clients decided to put live chat to the test. They used Monetate technology first to integrate the live chat solution, and then to run an A/B test across their entire retail website, testing the efficacy of the solution.
In the end, live chat was a winner. Version B, which included the chat widget, increased Average Order Value by 3 percent, earning our client over $20,000 during the duration of the test, and over $130,000 in projected annual revenue. Not bad for a little live chat widget.
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