Live chat is an incredible tool to increase conversion rate because you can proactively approach customers when they’re exhibiting pre-sale behavior. Offering product recommendations or a discount code at the right moment could be the difference between a sale and an abandoned cart.
Who does this? Franklin Pet Food
Why a 13% lift? 70% of customers who add products to their cart won’t end up making a purchase, according to Baymard Institute research. If you recover 4 of those 70 through live chat, 34 customers out of 100 make a purchase (instead of 30). You've lifted your gross merchandise volume (GMV) by 13%. Some leading companies achieve 25%-30% conversion rates from live chat.
How to implement this tip? Sign up for a live chat platform and set up chat campaigns on your top best-selling product pages. This will initiate conversations with customers which you can then leverage to increase your cart conversion rate. You can use the following copy:
“ 👋 It looks like you’re interested in [product name], can I help?”
Here’s a detailed article on how to set up a live chat with Gorgias.
📚 Get more context and in-depth tips in our article on proactive customer service.
