Using LivePerson to Boost Conversion Rates
I’ve had two completely opposite experiences this week with LivePerson chats. LivePerson is a software package that allows you to chat with your website visitors (like instant messaging).
Used well, as we saw in a recent conversion rate study that we conducted for US based online boot retailer Georgiabootstore.com, LivePerson is an awesome website conversion tool.
Used badly, it could be a conversion killer as witnessed in my recent visit to the HP website (See image). You know that customer service has gone out the window when you’re put on hold for 15 minutes before a LivePerson chat!
On the surface, LivePerson is a brilliant tool that can help you to improve your customer service (and therefore your conversion rates). It allows you to do things like:
- Helping your website visitors to navigate your website and find information
- Answering questions that your site does not address
- Assisting your website visitors to fill out forms and to complete a purchase.
But there’s even more conversion rate candy under the hood. By allowing you to review and report on customer interactions, LivePerson can give you real data on:
- Flaws in your website design
- Bottle necks in your website navigation
- Questions that are not being answered but could be
- Content that is commonly sought and needs to be present on your website
- Problems and errors with your back end systems that might be difficult to pinpoint.
All that adds up to a powerful conversion tool… but only when you’re there to take the call!
From the author: If you run an eCommerce website then you might wonder, “How do I know if I’m getting as many orders as I could be through my website?” The answer to that question is in your website’s conversion rates.
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