How Brands Benefit From Live Chats

Executive Summary

A good website contains the following element:

  • Good, visual design
  • Relevant, high-quality content
  • Call to action
  • Mobile-responsiveness
  • Easy navigation


Even then, the average bounce rate of a website ranges between 35%-40%. If you’re doing everything right, why is this so? Most times, a user needs guidance when browsing your website and assistance when it comes to making a decision, such as volunteering their information or making a purchase.

For this reason, Today’s Business began implementing SnapEngage for clients whose customers need that extra push.

How our Services Helped

SnapEngage is a live chat software that allows you to deliver live help to your website visitors with a custom chat box. Whether the goal is to boost sales or customer satisfaction, conversations with real humans are key to happy customers. SnapEngage gives Today’s Business the opportunity to guide a casual visitor into a sale or turn a frown upside down.

Studies show live chat features are essential for the following industries, to name a few:

  • Travel and hospitality
  • Real estate
  • Retail
  • Automotive
  • Design
  • Financial Services

Results and ROI:

For a Today’s Business client in the kitchen design industry, the live chat feature proved highly effective. In six months of implementation, SnapEngae resulted in the following:

01/01/2016 – 06/30/2016

  • 432 Total Chats
  • 32 Manual Online (The customer opened the chat window themselves and initiated the conversation)
  • 281 Proactive (The chat feature popped up, asking if the customer needed assistance)
  • 69 Not Responded (These chats include not responding “goodbye” to formally end the conversation)
  • 50 Manual Offline (A chat was initiated while the feature was currently offline)
  • Overall Average Response Time: 1 minute 38 seconds
  • Overall Average Chat Duration: 5 minutes 15 seconds

During this same six month period, the client experienced an increase in goal completions, which directly correlates with the implementation of the SnapEngage feature. This is so, in that the chat feature answered the proper questions of the user, guiding them to result in the following:

01/01/2016 – 06/30/2016

  • 416 Phone Calls
  • 83 Contact Forms

In addition, the average user time on site increased by about 137% and the abandonment rate fell all the way down to 0.0% during that time frame.