How to capture all conversion opportunities using live chat

Even if you have doubled your conversion rate through 24/7 live chat, you should know it’s just a beginning. Our mission is to help raise the bar even higher by tripling your conversion rate! Trust us, there are always gold mines in your existing website traffic. You will definitely achieve more if you dig deeper into the conversion rate while your competitors are desperately struggling for a tiny increase... You deserve bigger success, right?

Yes, there are still gold mines in your traffic...

...even if you have implemented 24/7 live chat.

Firstly the number of visitors an operator can support at a time is limited, which is typically two. In fact people act as a simple processor when handling complex tasks like chat. Theoretically they cannot perform two concurrent live chat sessions. They just switch between the two sessions quickly enough so that it seems they are chatting with two customers at the same time. More concurrent live chat sessions will result in poorer performance and worse customer experience.

On the other hand, the number of operators is fixed during a certain period. The red line in the below chart illustrates the situation of a team of 5 operators, who work by shift so that there are at least one operator online all the time. The blue bars in the below chart shows the distribution of max concurrent opportunities by hour.

The outcome is shocking: 60% of the opportunities are missed! In other words, from the view of visitors, the service is only available for 40% of the time even website has implemented 24/7 live chat. There are load of room to improve! If we achieve "always-on live chat", assuring the availability of one operator where a visitor request to chat or a potential customer is identified, we can get 150% more conversions compared with 24/7 live chat!

Compared with conversion without live chat, we can increase conversion rate by 105% to 315%! This means fourfold conversion rate is possible and triple conversion rate is definitely achievable through always-on live chat!

The traffic of your website might be different from the above chart somehow. But the point of the above analysis is applicable because the pattern of your website traffic is also random, irregular, and unpredictable.

Why don't the websites apply always-on live chat?

...except Livemoz customers.

To seize more opportunities, you may increase the number of operators. However, doing so inevitably decreases the utilization of operator capacity. For example, if you hire a total of 21 operators and have 5 of them working for each shift, you can catch all opportunities as illustrated with the above chat. Unfortunately 55% of your live chat capacity will be wasted - that makes live chat non-profitable at all.

The following chart indicates the challenge of always-on live chat: The traffic is fluctuated while the live chat capacity is fixed. That results in the trade off between the conversion rate and operator utilization, and thus cost per conversion. The higher the conversion rate, the lower the operator utilization, and thus the higher cost per conversion.

Livemoz Pro™ empowers always-on live chat...

...and helps you capture all conversion opportunities!

Always-on live chat is a mission impossible before Livemoz Edge. Now it gets as easy as 40 hour live chat. What you need to do is simply use our live chat robot. Our system will give you the live chat capacity that matches your opportunity curve perfectly, as the below chart shows.

You will be able to capture all the conversion opportunities and maximize the conversion rate. Your website conversion rate will be more than tripled compared with your competitors. You will leave them far behind!

Check it out now

• Live chat robot