Comments on: Increase Conversion Rate with These 5 Tips for Live Chat from Fugoo [Video] Ecommerce Blog delivering news, strategy and success stories to power 2x growth for scaling brands. Tue, 13 Mar 2018 17:09:00 +0000 hourly 1 By: Click4Assistance Fri, 28 Apr 2017 12:47:00 +0000 Still a great and relevant article Katey! Just to expand on the ‘Be aware of your business hours’ section, a business can run reports within their live chat solution that will be able to inform them if they are missing opportunities, they can then identify whether its because they are offline after hours, or that they need more representatives available during operating hours. For more information take a look at our reports page

By: Jonathan Bryant Tue, 11 Aug 2015 23:23:00 +0000 Great post, Katey. We couldn’t agree more about the impact of live chat…but it’s not just for big e-commerce. We’re especially effective at engaging elective medical practice website visitors where the buying process is highly emotional. There is no substitute for the human element when dealing with matters of the heart, be it plastic surgery, fertility, even cosmetic dentistry. Creating an emotional connection with the visitor is paramount.

Jonathan Bryant
National Director, Partner

By: Sean Dawes Sat, 23 Aug 2014 20:08:00 +0000 Doing it outside business hours is awesome. I can’t tell you how many people I shock when I am stepping in and the one who is on live chat for our store at 1-2am. Live chat has converted plenty of sales when our CS reps are engaging people. We also use triggered pop ups for certain behaviors. ie. If someone is on a product page for more than site average for product pages, it triggers “Is there a question on product fitment you need help with?” (we sell automotive parts). And we constantly a/b test targeting/messaging.

By: Katey Ferenzi Fri, 22 Aug 2014 16:08:00 +0000 Private message sent via Twitter. Speak with you soon!

By: Miles Hobson Fri, 22 Aug 2014 08:46:00 +0000 Hi Katey,

You’re very welcome! Couldn’t agree more.

Sounds like a great idea. How about we write something on it together? I’ve followed you on Twitter, follow me back and I can DM my email if you are interested.


By: Katey Ferenzi Thu, 21 Aug 2014 18:40:00 +0000 Gary,

You’re so very welcome! Always happy to give kuddos to clients. Congratulations on being rated #1, that’s huge news. I’m going to be sure to share with my team here at Bigcommerce.

Additionally, thanks so much for taking the time to write and to confirm that having a live chat feature is a rarity for online stores these days. It’s so nice to hear that it’s been such a great tool for boosting your businesses bottom line. That’s always the goal we should have in mine.

Be well, thanks and congrats again!

By: Katey Ferenzi Thu, 21 Aug 2014 18:29:00 +0000 Hi Miles,

Thanks for your comment, and the content share! You are so very right, having that direct-line of communication opens up the opportunity to have a great conversations with your customers. Also, who doesn’t want their feedback and opinions heard and then implemented?

Stellar add, thanks! Sounds like a great post, “How to best gather client feedback for your online store.” What do ya think?

By: Gary Elsasser Thu, 21 Aug 2014 15:19:00 +0000 Katey,

Thanks for mentioning FUGOO! We do love live chat and your completely right about the opportunity for sales. Many times I jump on chat, being able to answer the two or three lingering concerns or unknowns often ends up with “Thanks so much, i’m ordering now!” Can’t get much better than that. Also, FUGOO was just rated by, and in this review, FUGOO rated #1 with 100/100 points. Notable was the Help/Support portion of our review where we were called out positively as being only 1 of 2 out of 10 companies that offered live chat. So not only are our customers happy we can help them in real time, but editorial notices as well! Highly recommenced and thanks for the shout out!

Gary Elsasser

By: Miles Hobson Thu, 21 Aug 2014 09:13:00 +0000 Great post Katey! I’m from The Chat Shop, a live chat strategy and managed service company. One point which we’d like to add is to really listen to your customers. Don’t just use live chat to sell to more people on a one-to-one basis but also use customers’ feedback to improve your service and product offering.

Are there any products which you don’t stock but your customers keep asking for through live chat? Would they like a wider range of delivery options? etc.

Because of live chat’s slightly more casual nature (compared to phone and email support), customers are much more likely to tell you what they think and therefore it’s a great source for valuable feedback.