Does Live Chat Really Work?

Yes. Live chat support on your website will convert your visitors into customers. Most live chat software boasts 10 – 20% conversion of visitors. We haven’t published our numbers yet, but we’ll let you know when we do. For now, here’s what the rest of the web is saying:

Wells Fargo

Wells Fargo had a go at live chat a few years back, without understanding how or when to engage. Now, they’ve reinstated their live support tool with ground-breaking results:
Wells Fargo was a pioneer in the use of online chat in 2002… High customer satisfaction scores and a double-digit increase in converted shoppers have shown the value once and for all of this technology.


E-Marketer is the goto agency for digital marketing insights on complex digital landscape. Here’s the results of a recent survey:
Almost two in 10 live chat respondents did more than 75% of their holiday shopping online, compared with 14% of those who did not chat. A further 25% of chatters made 51% to 75% of their purchases on the Web, versus just 10% of those who did not participate in the chat service.

Random Web User

Just for kicks, we came across this random testimonial buried in the comments of an article. It’s about a competitor, but we still find it relevant:
I been using snap engage for about a month or so and I love it, i’m converting about 10% of my site visitors to leads.

Just Hosting

Here’s what one of our beta testers had to say:
There is no question in my mind that live chat works.