Moz Q&A is closed.
After more than 13 years, and tens of thousands of questions, Moz Q&A closed on 12th December 2024. Whilst we’re not completely removing the content - many posts will still be possible to view - we have locked both new posts and new replies. More details here.
Do You Like Live Chat Pop-Ups... Please comment!
-
My client sells 4-wheelers, motorcycles, UTV's, Boats, Jet Skis, etc.
They have a live chat box that pops up on average 1.66 times per session and is automatic (does not require the user to click any button)
Based on our analytics I am recommending we disable this feature but I want to hear from other professional data-driven marketers.
I'm just looking for professional opinions on this strategy.
Here are your options:
- Love Live Chat Pop Ups
- Hate Live Chat Pop Ups
- Don't Care/Undecided
- Let the Data Decide
Thank you in advance!
-
In my personal life? Hate Live Chat Pop Ups
If i'm on a site browsing or planning out a purchase, the last thing I need is a chat box to pop up multiple times during my visit trying to get me to convert better or speak with a specialist. If I wanted to speak with Cutomer Service, I will click your wonderful Contact Us button. If I wanted to speak live with a person, you have your phone number right there on the page. If i'm trying to do some pre-purchase research or plan out spending, and you pop up a live chat box every time I come to the site and possibly 2 or 3 times a visit on occasion... I will close that box, get frustrated the next time i pops up, and eventually choose to go back to the site less because its the one with that annoying Chat Pop Up.
Now, I completely understand the business reason behind them and how they can help improve customer relations and increase conversions. I'm all for including them on client sites (where sensible) and ensuring they aren't intrusive. I'm just personally not the customer that will convert off of that. You need to find the right balance. If they come up too often, you'll be pushing people away. But if they come up too infrequently, you may have jut lost a customer who needed a bit of help and a small push to finish converting.
-
I use live chat boxes frequently when I am shopping. They often allow me to get an immediate answer from the company.
I don't like the ones that pop-up in my face. Instead I prefer an obvious link or a logo that I can click to trigger the chat box. When I use the chat box there is a very high probability that I will make a purchase and a much lower probability that I will return the purchased item.
I do not use live chat boxes on my own websites. Why? The same reason we don't have a phone number and our email address is hard to find.... because we are mainly a content shop and almost every question a buyer will have is answered on the website. Instead of a link to a live chat we have links to an extensive content library. The goal is to serve thousands of people per day with the content rather than serving them one-on-one with calls, chats, emails.
Lots of people do not like this business model, but it is a legitimate business model. And, once you have purchased from us you get our phone number email address and we will respond generously to your questions... but those are usually links or guidance to pages on our website that have an article, video or photographs that answer the most common customer questions.
-
I'd recommend hanging on to live chat at least until you're able to run that cross-check. You might find some really good data supporting its effectiveness.
-
We do have the sales data but I have not yet cross referenced the chat lead phone numbers and names vs the sales records. Unfortunately it's a manual process currently but we do have plan to fix that.
-
Yep, I totally get that. The annoyance factor is why I proposed having it only show up based on certain engagement thresholds.
Do you do any data collection on the close rate for people who started a conversation on live chat and then went to purchase?
-
Hi Logan,
Thanks for your response. In this case anyone who chats is essentially a conversion b/c we gain their contact information and our purchase process happens offline in the dealerships.
My hypothesis for the test is that the live chat pop up is actually annoying some users and thus hurting our overall conversion rate which includes other conversion actions that have a higher value to the business such as phone calls and test drives.
Does that make sense?
-
Hi James,
My choice: Love Live Chat Pop Ups
Reason: Compare your conversion rates for users that chat and users that don't. We have one eComm client who saw 3-4 times the conversion rate for users whose session included a live chat vs. those who didn't chat.
It doesn't have to be all or nothing either. You say you're recommending disabling it and that it automatically pops up 1.66 times per session - you can curb that a bit and only show it based on site engagement. For example, you could show it only after a user has been on a product detail page for X amount of seconds. Or after Z amount of products viewed.
-
Hi James,
- Love Live Chat Pop Ups
I'm also using on my eCommerce site and it is very helpful for many users.
Thanks
-
- Love Live Chat Pop Ups
Like it as a consumer with the right timing.
Got a burning SEO question?
Subscribe to Moz Pro to gain full access to Q&A, answer questions, and ask your own.
Browse Questions
Explore more categories
-
Moz Tools
Chat with the community about the Moz tools.
-
SEO Tactics
Discuss the SEO process with fellow marketers
-
Community
Discuss industry events, jobs, and news!
-
Digital Marketing
Chat about tactics outside of SEO
-
Research & Trends
Dive into research and trends in the search industry.
-
Support
Connect on product support and feature requests.
Related Questions
-
Requiring customer agree to shipping terms at checkout
I work for an ecommerce company that has many of its shipments go by LTL freight. Our customer service team has issues with a few customers per month that aren't equipped to receive freight shipments which leads to returns and other issues. In an effort to better inform our customers, the customer service team is requesting that we add a checkbox to the checkout that requires customers to agree to our shipping and returns policy, including a link to the policy page. I am wondering how concerned people here would be that requiring the customer to check a box agreeing to those terms would lead to more customers abandoning during the checkout process. Or do you think it's not a concern? Thanks for your thoughts.
Conversion Rate Optimization | | Kyle_M0 -
Partial Website Translation - Strategy Debate
Hi We have a travel site with over 3000 pages in English. Of these around 200 relate to products and the rest are content articles, most of which with very low traffic. Certain products and pages appeal directly to users in different languages (around 20-30 out of 200 for each language). We are debating how to go about translating these pages... If we did "oursite.com/es/product", "oursite.com/de/product", etc then users entering the site on these translated pages from Google would be limited to seeing a very cut down site, bearing in mind most speak English and would also be able to interact with our English language content we are probably losing out. Also, if we detected user language on entry, we would show effectively hide most of our product and content from users. Any suggestions or ideas about how to go about this without losing engagement/conversions/creating a mess?
Conversion Rate Optimization | | ben100010 -
Best to Include Phone Number as CTA Button in Mobile Version of B+B Web Site?
We are attempting to keep the number of CTAs (Calls to Action) on our commercial real estate website to a minimum. Our adjusted design (see attached) has 2 CTAs. One is "Contact Agent" the other is "Schedule a Tour". We are focusing on the listing page, which is the primary product page and critical in terms of CTA. Our mobile version does not show a phone number while the desktop version (also attached) displays a phone number. Should the mobile version also display a button a phone number? Some members of our target audiences, business owners and executives who are often in their 40s and 50s may prefer to call us up rather than communicate by written message. Any suggestions for elegantly displaying the phone number without causing confusion? I have read that the number of CTAs should be limited so I am on the fence as to whether or not to include a phone number Thanks,
Conversion Rate Optimization | | Kingalan1
Alan 6yR88Vt WwYpt810 -
Can Very High Impressions and 0% Organic CTR Impact our SEO Rankings?
I have a very strange feeling that someone bad is trying to hurt our company, but maybe I am wrong. Let me explain. In the last two month, we have seen a very significant drop in sales on our website, but we couldn't figure out why. We have looked at different metrics (Google Search Console, Moz, Google Analytics), but everything looked alright. We had 10% loss in traffic, but we didnt believe at the time that it could be the main issue. Just yesterday we've discovered the following (please see attached screenshot😞 On August 18, 2018 Google launched Search Update On the same date, we had a jump in Organic Search Impressions for one particular keyword, which we never tracked before: "free facebook login". Majority of all impressions (233,000 out of 258,000) were from Philippines. Very low total number of clicks (50 clicks) led to 0% Average CTR for this keyword. Which in return, also lowered our global CTR by 1%. One month later we had 1000's of spam emails sent to our Helpdesk from two IP addresses, also from Philippines. We blocked them of course. It could be all coincidence. I dont know. But do you think that someone can use this fraudulent tactic to lower our CTR and drop our ranking and traffic? Can this influence our SEO in any way? It's also possible that someone is attacking Facebook and we just happen to be there, on the first page, for the same keyword. Should we try to eliminate our page for this keyword and see what happens? I've checked this article from Rand Fishkin - https://moz.com/blog/impact-of-queries-and-clicks-on-googles-rankings-whiteboard-friday and it seems that CTR is an important factor. However the article is from 2015 and maybe it's no longer relevant. What should we do? Thanks! G86Nge4
Conversion Rate Optimization | | plumrocket11 -
Will Landing Page Design with Large Areas of White Background Enjoy a Higher Conversion Rate?
My designer has created a landing page with a dark background. Text is white and other colors. Does a dark background impact the conversion rate? Is it better to have a white background? I am concerned that a dark background may distract visitors. The landing page is: http://www.nyc-officespace-leader.com/MidtownLawOfficeSublet3300SFBelowMarket We plan on using this landing page for LinkedIn advertising. Thanks!!
Conversion Rate Optimization | | Kingalan10 -
Overlay / modal for product pages - bad or good for SEO?
Hi all, I am considering using full overlays/modals for an e-commerce site for all our product pages (category/listing pages will be "normal", the product page will come over the listing page as an overlay/modal when you click on the product). Those “product overlays” will also be accessible directly with own URL (if need to be linked to for ex.). All the literature I find out there treats overlays and modals as “marketing” ones (ads, sign-ups, etc.) and is generally critical to overlays when it comes to SEO, while also saying that an overlay that has to do with good UX should not hurt the SEO of our site. What do you think? Will all product pages as overlays be considered as good UX by the search engines and therefore not be negatively impacted, SEO speaking? Or should we stay clear of overlays and create “normal” product pages? Thanks in advance! Arnaud NB: The reason we want to create those overlays are for design and UX purposes, and try to increase our conversion rate.
Conversion Rate Optimization | | Arnaud_Fo0 -
Please Settle a Bounce Rate Debate
Here's the Question: If a person clicks a PPC ad and hits the landing page, and the landing page has a form to fill out embedded in it without having to click, does that count as a bounce if the person leaves the page immediately after filling out and submitting the form or does the submission negate the bounce tally? Hope this makes sense and thanks in advance.
Conversion Rate Optimization | | jesse-landry0 -
How highly do you value a link from the BBB?
What I would like to know is how valued a link from the BBB is. I've searched various forums and websites to try and put a value on it, but I can't find a whole lot of useful discussion on it and how it can affect rankings. My ecommerce company has been approached by the BBB for Accreditation, which is something I've always been somewhat interested in. I realize many business owners either love/hate the BBB, but so far I have had several claims with them and they've always sided with my company, despite not being accredited. The BBB rep immediately started spouting off the benefits of having the BBB link to you, and I could see that as being true. They have a DA of 96, and obviously not everyone can get a link on that website (money and good reputation required). However, he probably exaggerated when he said often times businesses skyrocket in the rankings because of this backlink; he also seemed to think having the BBB code and badge that link to the BBB website seemed to affect rankings, which I don't think is correct. I also think that having their badge on our website could increase sales conversion (and maybe even increase the number of people that complain to the BBB). I'm not too worried about the complaints since we don't have ethics problems. The accreditation is $750 (seems high) and I'm not sure if it's really worth that amount, but I could be wrong. Would love some professional insight on if the BBB is worthwhile link or if it's overhyped and the money would be better spent elsewhere. At face value, it certainly seems like a good investment and I'd love to hear some insight as to how much value their backlink truly has to a company or if that money is better spent elsewhere.
Conversion Rate Optimization | | CHEATERS3