Chat interface isn’t rocket science – but at CarChat24 it is SCIENCE

CarChat24 uses science to determine customer interface for live chat

We talk to a lot of dealers about live chat on their website. And there are a lot of opinions. There are opinions about appearance, opinions about operator responses, and opinions about bells and whistles. But when it comes to selling cars, science-driven data and unit sales weigh far heavier than opinions.

Chat icon placement conforms to heat map results

From the earliest days at CarChat24, all the elements that face customers have been meticulously scrutinized. First one icon, then a second, and then a third. Each one measurably boosted chat counts and conversions. In fact, one reasons for the success of our product is that the elements conform with heat-mapped behaviors of web shoppers. That is one reason the left tab is important.

CarChat24 icons conform with heat tracking behaviors

While some dealers and graphic-sensitive internet managers lament the layouts and proactive pop-up invites, these key interaction tools actually fall right in line with CalTech neuroscience study. It revealed that website visitors in a rush for information focus on elements where their eyes are attracted, rather than personal preferences for design.

“If the visual impact of a product can override consumer preferences, especially in a time-sensitive and distracting environment like online shopping, then strategic changes to a website’s design can seriously shift visitors’ attention.”
– Business Insider

Heat map research also reveals that viewers’ eyes are drawn to faces, which is why the proactive popup with a smiling face is important. Our actual chat window also includes an operator image to help personalize the experience for the shopper.

CarChat24 interface doesn’t interfere with web shopper experience

At the end of the day, performance is king, as long as it doesn’t detract from the website visitor ability to shop for a car. Adding CarChat24 with full-time operators to websites can net car dealers a lead boost of as much as 50 percent or more. Add in data that shows CarChat24 generating 30 percent more sold units than the next closest chat provider, and the science becomes a ‘no-brainer’.
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