Chat Improves Conversions- That’s What We All Want! – By Durk Price

by FeedFront Staff on March 9, 2009

For the last year, my company has been implementing artificial intelligence chat to save sales following cart abandonments. As a performance-based marketing company, we are always looking for ways to improve conversions as a way to helping our clients grow.

We felt that attacking cart abandonments was a really great way to help our clients as we also improved our program performance.

We also required a solution that would protect the affiliate traffic being sent to our client sites.

Most applications we saw were of the DIY (do-it-yourself) variety, or connected to a live chat feature, as in “thanks for the cash, good luck installing it” kind of attitude.

None of these solutions offered best practices models or insights to help clients determine how to make the best offer to keep the cart from being abandoned.

And most importantly, none of these solutions protected the affiliate commission.

Chatting to Save a Sale

We got a recommendation to try UpSellIt, a chat technology company, and began talking to them about their save-a-sale application. We liked their responsiveness, their customer service, their referrals and their performance pricing model and began a rollout with a number of clients.

The results were an instantaneous improvement in conversions; affiliate conversions and PPC and natural traffic conversions too. UpSellIt’s claims of improving site-wide conversions of between 8-15% were well founded.

Now we have about 20 clients using the product. Our client conversions of cart abandons to sales run between 15% and 35% with the monthly average for all clients using it of between 19% and 20%.

Convincing the Client

One of our wins was with a larger client of ours, who has an experienced US based in-house customer support team and a state-of-the-art live chat software.

Initially not too excited about the idea, they added it on a sister site and the results turned their heads. Then they installed UpSellIt on the main site.

Targeting very deep cart abandons, where live chat responses were not fast enough to keep prospective purchasers from leaving the site, they now are experiencing cart abandon conversions to sales of 35%.

We are now so sold on the tool and the relationship with UpSellIt that it is a virtual requirement for us to take on a new client. To make sure the client understands the opportunity offered by this application, we are running numbers to show them how this will impact their site-wide sales.

And these days, making every visitor session count is important.

The Customer is Always Right

Lastly, one of the things we were concerned about was negative customer feedback.

After one year of installations in a broad variety of clients and categories, we have yet to receive one customer complaint.

Durk Price is President of eAccountableOPM, which provides outsourced program management for 40+ clients across most major networks.

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