Live Chat Benchmarks Report
November 30th, 2009
Earlier this month, we released our Live Chat Performance Benchmarks report. With tens of millions of chat records, hundreds of millions of website visit records and billions of unique page URL recorded visits, Bold Software has access to one of the largest live chat communities in existence. This massive base of real-world data allowed us to extract the findings presented in the document.
As part of the sales team for the past few years, I’ve been asked the same set of questions on a daily basis and we used these questions to give us a place to start. “How many chats can I expect based on traffic to my website?” and “When should I proactively invite my visitors to chat?” and “What percentage of chatters will convert to sales?” are just a few of the more frequently asked questions used to shape the benchmark data.
A sample of the results featured in the report:
- Chatters are 4.1x more likely to convert than visitors who don’t chat.
- Chatters that engage via proactive invitation are 6.3x more likely to convert than visitors who don’t chat.
- The median percentage of website visitors that accept proactive invitations to chat is 6%.
- Visitors invited after being on a site for two to three minutes have a 79% higher acceptance rate than those invited earlier than that.
- Placing the chat button on a second page increases the number of chats a website receives by a median of 53% versus sites that place the button on only one page.
To read more and begin measuring how your live chat implementation stacks up with our findings, download the Live Chat Performance Benchmarks report.
