Let’s say your e-commerce website sells unicycle repair kits. You sell about 600 kits each month, and you get about 25,000 visitors to your website—that’s about a 2.4 percent conversion rate. Even though you may provide live chat to connect with customers in real time, your online business still has to compete with local unicycle repairmen, and you’re left wondering how you can increase your repair kit sales.
While adding a live chat channel can increase website conversion rates by 29 percent, you can further optimize your chat channel and increase conversion rates with chat conversion tracking. Conversion tracking enables you to see how many of your 600 conversions were influenced by a chat and even which agent was involved. With the power of chat analytics, you can better meet your customer needs and, as a result, increase sales.
Define and track goals
Chat conversion tracking helps you track which chats influenced a customer to complete a business goal, whether it’s a sales conversion, product signup, or feedback form. For example, say you want to know if your customers have purchased a unicycle repair kit or registered for your “Uniquecycle” newsletter, or both.
With chat conversion tracking, you can set the page where your customer completes their purchase, “uniquecycle.com/thanks”, as a goal. Whenever a customer lands on this URL it counts as a successful conversion. Other goals you can set and monitor include how many customers sign up to learn more about your repair kits and which customers start and finish a survey on your website. By creating business URL goals, you can identify and track which web pages, chats, and agents create conversion opportunities and which areas need improvement.
Ramp up operations
Once you have the right information, it becomes easier to optimize your website conversion funnel, reward high-performing agents, and ultimately grow sales and leads.
Here are some examples of how you can increase conversions using Zendesk Chat:
According to a recent study on Zendesk by Forrester, “Organizations that used chat during the sales process found that customers were more willing to engage and that conversion rates increased.” Spartan Race, a Zendesk customer, reported that live chat helped increase their conversion rates by 27 percent, adding that “customers prefer to use chat to get an immediate response to simple questions.” Adding a live chat channel can help increase sales, but tracking your live chat conversion rates can help you improve and grow your business on a much larger scale.
To learn more about how implementing live chat with Zendesk products can empower your customer service team and save you money, download the full Forrester report: The Total Economic Impact of Zendesk
Ready to measure your business goals? Get started with conversion tracking here.
Publish Date: May 26, 2017 5:00 AM
In-house surveys can be time consuming, cumbersome at best and many staff often don't provide valid feedback as they fear ‘being too honest' with their employer for fear of retribution.
Even some 3rd party ‘managed' surveys can be challenging, costly and then there is no benchmark or significant value other than ‘managed by a 3rd party' approach, which leads to the problem of validity of data, security and integrity plus costs and time required by you.
TopPlace2Work is an easy to use program that allows you to gather valuable data on employee morale and engagement.
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