Best Practices: Live Chat

Every eCommerce retailer is constantly in search of ways to decrease cart abandonment and increase sales. Statistics indicate that 80% of the information your customers are searching for is already on your site, but frustration and impatience frequently drive them to move on.

Live chat is an increasingly popular and effective solution to the cart and site abandonment problem. According to a recent survey of the 100 top Internet retailers conducted by The E-Tailing Group, 32% offer live chat. Retailers report that they set their live chat window to pop up after 15-20 seconds of inactivity, engaging customers before they abandon.

Making a live customer service agent available to answer any visitor questions and to push links to the visitor in real-time removes barriers to purchasing and allows you to offer incentives to “fence sitters” to close the sale. Not convinced?

  • Visitors who chat are three times more likely to buy
  • Average order size is 35% higher than non-chatters
  • Chatters are twice as likely to return to the site within a day
  • 85-90% of chatters rate their service experience as “good” or “excellent”
  • Shifting service requests from phone to chat can reduce the average cost per interaction by 80%
  • 25% of visitors who chat opt-in for mailing lists to receive further communications
  • As a SiteLINK 6.0 client, you are entitled to a free test drive of LivePerson that can be activated right from the admin screen. It’s a risk free, 7-day trial that can be fully activated at a 20% discount if done through the admin page. You can also visit the Live Person site or a quick demo of the affordable and easy-to-use live chat, email management, VoIP click-to-talk, and self-service/knowledgebase products.

    Our SiteLINK staff is available to answer questions about how to use LivePerson and other tools to help drive more customers to your site and keep them on it. They can be reached by email at or by phone at (973) 237-0300, option 2.

    Not using SiteLINK? SiteLINK is the only 100% customizable eCommerce solution tailor-made for and completely integrated with M.O.M..For a complete list of SiteLINK’s features and benefits visit To schedule an online demo, contact your solution specialist at (800) 858-3666, option 3.

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    2 Responses to “Best Practices: Live Chat”

    1. bwats says:

      I can personally attest to this article in regards to shopping online. When I need help with something, I first look for a method to chat with representative. I don’t want to wait waste time holding on the phone or wait for hours or days for a response to an email. If I need help, then I’ve already exhausted all other efforts and want help now and prefer to chat with representative. There are lots of options when shopping online, so I have to call or email, I’ll simply Google and find another site that offers the same or similar product.

    2. Cpelletier says:

      Speaking with merchants it is great to hear how live chat has produced greater sales and more loyalty from customers. The live chat functionality is becoming more widely used by shoppers as they become more advanced in their online shopping habits; we should see a lot of growth in users of live chat in the coming years.

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