Going Live

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Project Description

OFFERING A LIVE CHAT feature on your website as part of your customer service department can lead to more than just conversations—it can boost customer satisfaction and, ultimately, your bottom line.

Fifty-two percent of online shoppers reported accepting an invitation to live chat, according to a 2013 BoldChat survey that covered the United States, Canada, Europe, Australia, New Zealand and Mexico.

“By being able to communicate with current and potential customers right away when they need help, you drastically improve their experience with your company” notes Casey Armstrong, a Costco member and partner at webbROI, a full-service digital marketing agency based in Laguna Beach, California.

Also, chatters are 7.5 times more likely to buy than visitors who don’t chat, reports BoldChat.

Follow these guidelines to create a live chat feature that makes it easy to engage with visitors and increase sales.

Make it known

“The more visible the button, the more likely Web visitors will use it” says Steve Smithwick, president and COO of Teledini, a company that offers multichannel engagement tools for websites that help convert Web visitors into customers. Place a live chat box where it will be easily spotted, such as the top of every page on your site.

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Project Details
February 2014
The Costco Connection
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Launch Project
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