Average Order Value

Increase the average order value (AOV) of your online sales with LivePerson!

What’s the best way to increase revenue? Chat with your visitors. Visitors who chat convert at higher rates, and place higher value orders.

Identify visitors who are likely to increase their orders

The LivePerson Operator Console provides a wealth of insight about your visitors. Use this visitor information to identify visitors who offer significant upsell and cross-sell opportunities.

Clues to Upsell and Cross-Sell Opportunities

Visitors provide ample clues as to their interests. For example, visitors who reach your site via a paid search term have a strong interest in that product. Offer an accessory once they place that item in their shopping cart to upsell these orders.

Upsell and Cross-Sell Opportunities

Visitor Info Gleaned from Operator Console Visitor Insight LivePerson Feature Regional Characteristics Product preference and budget. Geolocation Show Me Campaign or Search Keywords Primary interest, top-of-mind desire. Campaign Viewer Show Me Navigation Site Search Evolving interest, potential upsell or cross-sell an accessory Navigation Tab Show Me Shopping Cart Content Price points, favorite brands PageViewer Show Me History (browsing, visits, purchases) Propensity to buy, loyalty, price points, favorite brands Chat History | Repeat Visitor, Chatter Purchases | CRM Integration Show Me

Best Practices for Using Live Chat to Increase Average Order Value

For more tips and strategies on how use live chat can increase average order value, download the LivePerson Best Practices Guide for Increasing Average Order Value.

 

 

Geolocation: Customers in wealthy regions purchase higher-end product categories; visitors in urban areas gravitate towards trendier product lines.  Analyze the regional characteristics of your high value customers and set priorities for whom to engage.

Campaign Viewer: Nearly all consumers who are serious about making an online purchase begin the process by entering a product term into search engine.  Visitors who arrive on site should be considered hot leads.

Rely on e-newsletters, banner ads or email marketing to increase market share or encourage repeat business?  Link them to your chat channel.  Agents can chat with recipients whenever they come on site.

Navigation: Watch as visitors click through your online store and determine their interests.  Visitors who click on multiple digital cameras, for instance, present excellent opportunities to upsell.

PageViewer: Preview the items in the shopping cart and offer popular selling accessories. Encourage visitors to increase their order by offering a discount on shipping if they reach a specific price threshold.

Chat History | Repeat Visitor, Chatter Purchases | CRM Integration
Repeat visitors and repeat chatters are highly qualified visitors.  Research shows that consumers visit at least four sites prior to making a purchasing decision, and visit the site from which they will ultimately buy multiple times. 

Visitors who have chatted or bought previously from the site also show a high propensity to make additional purchases (assuming the experience was a positive one).

By integrating your CRM system with chat, you can see the brands and price points of current customers on your site.  LivePerson live chat easily integrates with the popular CRM application such as Salesforce and NetSuite.