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EXECUTIVE Q&A

Does live chat increase the average order size?

 

Yes, live chat can increase the average order size if its use case is built for that purpose. Increasing the average order size usually requires targeting the visitors who already have products in their shopping cart and recommending them related products - so quite similar what the brick & mortar salespeople do.

The targeting can be made by setting up rules based on the visitor's shopping cart contents. These rules would trigger an automated, prewritten chat-message for the visitor to start a conversation. Examples of rules that have high likelihood to increase the average order size are:

1) Rule that triggers when the visitor's shopping cart contains a product that is frequently bought with another product. This gives the chat agent an opportunity to cross sell the related product.

2) Rule that triggers when the visitor's shopping cart contains a campaign product with inferior features. This gives the chat agent an opportunity to upsell a more valuable product.

3) Rule that triggers when the visitor's shopping cart value is just below the free-shipping treshold. This gives the chat agent an opportunity to upsell with the incentive to avoid the shipping cost. 

 

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