{ "media_type": "text", "post_content": "Is anyone using live chat on their website as a conversion method? If so, what CVR do you see?", "post_id": "61aaae9bc48a0e00322f134a", "reply_count": 7, "vote_count": 4, "bowl_id": "5d27b811e470cf001b3a4f13", "bowl_name": "Digital Marketing", "feed_type": "bowl" }

Is anyone using live chat on their website as a conversion method? If so, what CVR do you see?

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Yes, it’s similar to Click-to-call conversion rates and much higher than standard E2E conversion without human assistance, which is to be expected. A question you’ll need to ask yourself is, “Are the sales from live chat incremental?”, i.e., would these customers have converted without live chat? If so, how many? Conversion and incrementality will vary based on how high/low in the buyflow and which pages the live chat capability is located on. As you scale up rep availability to meet demand, costs will rise, so work to minimize unused rep capacity while maximizing rep availability on your site/app to get the most out of this expenditure. If you maximize incrementality and optimize around cost of a acquisition for live chat vs. unassisted digital sales, you’ll grow the total pie.

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Yes same as said above, lower volume but extremely qualified. We changed the questions up to collect contact details in off hours and saw a major boost in Opportunities generated.

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I work at an agency and our B2B clients have seen an uptick in qualified leads using chat. The most successful clients have a training program for their chat reps to show them how to move anonymous visitors to a qualified lead that schedules a call. Some clients have seen a 50+% increase in qualified sales leads.

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HubSpot chat

Thanks Director 1 and DG1. What categories do you work in?

Saas B2B, ICPs are Media, Agency, ect.

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