{"id":84254,"date":"2017-09-26T10:59:20","date_gmt":"2017-09-26T17:59:20","guid":{"rendered":"http:\/\/thegood.com\/?post_type=insights&#038;p=84254"},"modified":"2022-06-08T14:19:55","modified_gmt":"2022-06-08T21:19:55","slug":"chat-conversion","status":"publish","type":"insights","link":"https:\/\/thegood.com\/insights\/chat-conversion\/","title":{"rendered":"Chat: Could It Be Your Ultimate Conversion Machine?"},"content":{"rendered":"\n<p>Are you looking to get more from your website? Who isn\u2019t? But perhaps you\u2019re nearing the point of diminishing returns and it\u2019s time to turn to customer service.<\/p>\n\n\n\n<p>Customer service includes many types of interaction: in-person, email, social, phone, and chat. But for the web, it\u2019s chat that confers the most advantages:<\/p>\n\n\n\n<ul class=\"wp-block-list\"><li>It\u2019s inexpensive, at least compared to phone-based customer service.<\/li><li>It\u2019s proactive (unlike social media which is inherently reactive\u2014you wait for customers\u2019 problems, and then scramble to fix them).<\/li><li>It\u2019s immediate (unlike email), meaning customers prefer it.<\/li><\/ul>\n\n\n\n<p>Plus, chat can be designed to show up just when customers need a recommendation or seem to be questioning their purchase decisions. This makes chat a powerful tool when you\u2019re looking to increase conversions.<\/p>\n\n\n<span class='bctt-click-to-tweet'><span class='bctt-ctt-text'><a href='https:\/\/twitter.com\/intent\/tweet?url=https%3A%2F%2Fthegood.com%2Finsights%2Fchat-conversion%2F&#038;text=Chat%20is%20a%20powerful%20tool%20when%20you%E2%80%99re%20looking%20to%20increase%20conversions.&#038;via=thegood&#038;related=thegood' target='_blank'rel=\"noopener noreferrer\">Chat is a powerful tool when you\u2019re looking to increase conversions. <\/a><\/span><a href='https:\/\/twitter.com\/intent\/tweet?url=https%3A%2F%2Fthegood.com%2Finsights%2Fchat-conversion%2F&#038;text=Chat%20is%20a%20powerful%20tool%20when%20you%E2%80%99re%20looking%20to%20increase%20conversions.&#038;via=thegood&#038;related=thegood' target='_blank' class='bctt-ctt-btn'rel=\"noopener noreferrer\">Share on X<\/a><\/span>\n\n\n<p>However, even if chat shows up at the perfect time, it only <a href=\"https:\/\/thegood.com\/insights\/holiday-code-freeze\/\">boosts conversion<\/a> when your associates know what to say\u2014and how to say it. In other words, when associates provide great customer service.<\/p>\n\n\n\n<p>But just because conversion is the goal does not mean your sales and marketing teams should take over. When customers look to chat for information, being overly sales-focused drives them away. Yes, a bump in sales is the end-goal, but associates need to provide great customer service first.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-great-customer-service-first\">Great Customer Service First<\/h2>\n\n\n\n<p>A quick google on \u2018customer service chat transcripts\u2019 comes up with: \u201ca nightmarish Amazon customer support chat\u201d and \u201cterrible customer service chat with Comcast.\u201d<\/p>\n\n\n\n<p>Lesson learned? When chats go south, customers not only rant, they have the transcript to show how they were wronged and they\u2019re eager to share those chats with the world.<\/p>\n\n\n\n<div class=\"wp-block-stackable-columns stk-block-columns stk-block stk-c842da9 reusable-block-2-column good-question-block\" data-block-id=\"c842da9\"><style>.stk-c842da9{max-width:1500px !important;margin-top:30px !important;margin-bottom:30px !important}.stk-c842da9-column{max-width:941px !important}@media screen and (max-width:767px){.stk-c842da9{--stk-col-order-1:2 !important;--stk-col-order-2:1 !important}}<\/style><div class=\"stk-row stk-inner-blocks stk-block-content stk-content-align stk-c842da9-column\">\n<div class=\"wp-block-stackable-column stk-block-column stk-column stk-block stk-8993c44 horizontal-form-container\" data-v=\"4\" data-block-id=\"8993c44\"><style>.stk-8993c44-container{margin-top:0px !important;margin-right:0px !important;margin-bottom:0px !important;margin-left:0px !important;background-color:#c3ddf0 !important;border-top-left-radius:12px !important;border-top-right-radius:12px !important;border-bottom-right-radius:12px !important;border-bottom-left-radius:12px !important;overflow:hidden !important;max-width:701px !important;padding-top:40px !important;padding-right:35px !important;padding-bottom:40px !important;padding-left:35px !important}.stk-8993c44{margin-top:0px !important}.stk-8993c44-container:before{background-color:#c3ddf0 !important}@media screen and (max-width:1023px){.stk-8993c44-container{padding-bottom:60px !important}}@media screen and (max-width:767px){.stk-8993c44-container{padding-bottom:60px !important}}<\/style><style class=\"stk-custom-css\">.stk-8993c44 figure{margin:0 !important}<\/style><div class=\"stk-column-wrapper stk-block-column__content stk-container stk-8993c44-container stk-hover-parent\"><div class=\"stk-block-content stk-inner-blocks stk-8993c44-inner-blocks\">\n<div class=\"wp-block-stackable-heading stk-block-heading stk-block-heading--v2 stk-block stk-791f1b3\" id=\"span-style-color-0277-c-0-class-stk-highlight-enjoying-this-article-span\" data-block-id=\"791f1b3\"><style>.stk-791f1b3{margin-bottom:12px !important}.stk-791f1b3 .stk-block-heading__text{font-size:36px !important;color:#ffffff !important}@media screen and (max-width:1023px){.stk-791f1b3 .stk-block-heading__text{font-size:36px !important}}@media screen and (max-width:767px){.stk-791f1b3 .stk-block-heading__text{font-size:24px !important}}<\/style><h3 class=\"stk-block-heading__text has-text-color has-text-align-center\"><span style=\"color: #0277c0;\" class=\"stk-highlight\">Enjoying this article?<\/span><\/h3><\/div>\n\n\n\n<div class=\"wp-block-stackable-text stk-block-text stk-block stk-30f99ae\" data-block-id=\"30f99ae\"><style>.stk-30f99ae{margin-bottom:20px !important}.stk-30f99ae .stk-block-text__text{color:#ffffff !important}<\/style><p class=\"stk-block-text__text has-text-color has-text-align-center\"><span style=\"color: #000000;\" class=\"stk-highlight\">Subscribe to our newsletter, Good Question, to get insights like this sent straight to your inbox every week.<\/span><\/p><\/div>\n\n\n\n\t\t\t\t\t\t<script>\n\t\t\t\t\t\t\twindow.hsFormsOnReady = window.hsFormsOnReady || [];\n\t\t\t\t\t\t\twindow.hsFormsOnReady.push(()=>{\n\t\t\t\t\t\t\t\thbspt.forms.create({\n\t\t\t\t\t\t\t\t\tportalId: 5834619,\n\t\t\t\t\t\t\t\t\tformId: \"64ede74e-e88f-44c7-996f-78859799755a\",\n\t\t\t\t\t\t\t\t\ttarget: \"#hbspt-form-1768313885000-0904736058\",\n\t\t\t\t\t\t\t\t\tregion: \"na2\",\n\t\t\t\t\t\t\t\t\tcssRequired: \".submitted-message { overflow: auto; } .hs-form-88422a7d-0355-4f27-b674-4b9fcc71560c, .hs-form-ac90f61a-a614-4bcd-b57a-18cd0e91ceff { color: #fff }\",\n\t\t\t\t\t\t\t})});\n\t\t\t\t\t\t<\/script>\n\t\t\t\t\t\t<div class=\"hbspt-form\" id=\"hbspt-form-1768313885000-0904736058\"><\/div>\n<\/div><\/div><\/div>\n<\/div><\/div>\n\n\n\n<p>To help you deliver the kind of great customer service that will turn chat into your conversion machine, I have 10 tips. They apply whether you\u2019re launching chat, or looking to optimize the chat you already have. Don\u2019t just bookmark them, heed them, because chat, like the rest of your customer service, should be positive for your customers and profitable for you!<\/p>\n\n\n<span class='bctt-click-to-tweet'><span class='bctt-ctt-text'><a href='https:\/\/twitter.com\/intent\/tweet?url=https%3A%2F%2Fthegood.com%2Finsights%2Fchat-conversion%2F&#038;text=Chat%2C%20like%20the%20rest%20of%20your%20customer%20service%2C%20should%20be%20positive%20for%20your%20customers&#038;via=thegood&#038;related=thegood' target='_blank'rel=\"noopener noreferrer\">Chat, like the rest of your customer service, should be positive for your customers <\/a><\/span><a href='https:\/\/twitter.com\/intent\/tweet?url=https%3A%2F%2Fthegood.com%2Finsights%2Fchat-conversion%2F&#038;text=Chat%2C%20like%20the%20rest%20of%20your%20customer%20service%2C%20should%20be%20positive%20for%20your%20customers&#038;via=thegood&#038;related=thegood' target='_blank' class='bctt-ctt-btn'rel=\"noopener noreferrer\">Share on X<\/a><\/span>\n\n\n<p>By the way, you\u2019ll see examples pulled from a wide range of industries, from investment services to ophthalmology. We do extensive customer service evaluations which gives me thousands of examples to pull from. <a href=\"https:\/\/interactionmetrics.com\/say-hello\/\" target=\"_blank\" rel=\"noopener\">Say hello<\/a> if you\u2019d like me to send you examples relevant to your particular industry.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-the-4-dimensions-of-customer-service\">The 4 Dimensions of Customer Service<\/h2>\n\n\n\n<figure class=\"wp-block-image alignright\"><img decoding=\"async\" width=\"300\" height=\"245\" src=\"https:\/\/thegood.com\/wp-content\/uploads\/four-dimesions-of-great-customer-service-300x245.png\" alt=\"\" class=\"wp-image-84256\" srcset=\"https:\/\/thegood.com\/wp-content\/uploads\/four-dimesions-of-great-customer-service-300x245.png 300w, https:\/\/thegood.com\/wp-content\/uploads\/four-dimesions-of-great-customer-service-1024x835.png 1024w, https:\/\/thegood.com\/wp-content\/uploads\/four-dimesions-of-great-customer-service-768x626.png 768w, https:\/\/thegood.com\/wp-content\/uploads\/four-dimesions-of-great-customer-service-610x497.png 610w, https:\/\/thegood.com\/wp-content\/uploads\/four-dimesions-of-great-customer-service-100x82.png 100w, https:\/\/thegood.com\/wp-content\/uploads\/four-dimesions-of-great-customer-service-934x761.png 934w, https:\/\/thegood.com\/wp-content\/uploads\/four-dimesions-of-great-customer-service.png 1212w\" sizes=\"(max-width: 300px) 100vw, 300px\" \/><\/figure>\n\n\n\n<p>Providing great customer service that drives conversion requires understanding the 4 dimensions of customer service:<\/p>\n\n\n\n<ul class=\"wp-block-list\"><li><strong>Timing<\/strong> &#8211; these are the pacing aspects of customer service, how long things take and whether the customer is likely to feel their time is valued, a prerequisite for chat to function as a conversion machine.<\/li><li><strong>Connection<\/strong> &#8211; this is about showing the customer you\u2019re listening. When you want customers to take next steps, it\u2019s a lot easier when the customer feels you care.<\/li><li><strong>Information<\/strong> &#8211; timing and connection mean nothing if you provide bogus or confusing answers. For customers to take the next step, they need answers that are proactive, accurate, and clear.<\/li><li><strong>Differentiation<\/strong> &#8211; no matter how good you are, customers are always shopping around. That\u2019s why it\u2019s important for each chat to demonstrate how you stand apart from the competition. This can be a simple sentence or two that facilitates conversion by reinforcing your expertise.<\/li><\/ul>\n\n\n\n<p>Each dimension requires specific customer service skills. For instance, acing timing is about keeping queues to a minimum while managing multiple chats as they come in. On the other hand, connection requires the ability to slow down and show active listening through the written word.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-tips-to-succeed-with-each-customer-service-dimension\">Tips to Succeed with Each Customer Service Dimension<\/h2>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-timing\">Timing<\/h3>\n\n\n\n<ul class=\"wp-block-list\"><li><strong>TIP #1:<\/strong> Set expectations and meet them: when you indicate that the wait time for chat is 1 minute, make sure that\u2019s 1 minute\u2014or less. This is critical for conversion, because if a customer gets stuck waiting longer than you\u2019ve promised, they may take that time to start searching for another company.<\/li><li>TIP #2: Customers treat chat as similar to an in-person conversation (more about this in TIP #3) and so associates need to write in near real-time. Never leave a customer to ask \u201care you there?\u201d If a delay is unavoidable, let the customer know you need another minute to research the answer.<\/li><\/ul>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-connection\">Connection<\/h3>\n\n\n\n<ul class=\"wp-block-list\"><li><strong>TIP #3:<\/strong> Skip the empty questions. Customers are chatting for answers, and while chat can be conversational, connecting means getting to the point. \u201cHow are you doing today?\u201d and other space-filler questions are usually read as tedious hurdles the customer must endure, rather than niceties the customer enjoys.<\/li><li><strong>TIP #4:<\/strong> Be specific and reference the customer\u2019s situation immediately. If the intake form shows why the customer is chatting, don\u2019t ask the customer to repeat themselves; instead move into relevant, clarifying questions that show listening.<\/li><li><strong>TIP #5:<\/strong> Use the customer\u2019s name; it\u2019s a small way to show the customer you care and are focused on them.<\/li><\/ul>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-information\">Information<\/h3>\n\n\n\n<ul class=\"wp-block-list\"><li><strong>TIP #6:<\/strong> Validate with social proof. Show the customer that others have made a similar decision and have been happy with it. For example, a home improvement retailer could explain to an uncertain shopper that \u201cin the product reviews, customers rave about the ergonomics and versatility of this particular lawn mower.\u201d<\/li><li><strong>TIP #7:<\/strong> Include a call to action. Suggesting an easy next step is one of the most important aspects of conversion. For example, always provide links to the products\/services referenced. This way, if you\u2019ve been persuasive, it\u2019s simple for the customer to click and move ahead.<\/li><li><strong>TIP #8:<\/strong> If the customer doesn\u2019t seem rushed, share facts the customer might not have thought to ask about. This could include information about how to install the product or how to get further support with set-up and installation.<\/li><\/ul>\n\n\n<span class='bctt-click-to-tweet'><span class='bctt-ctt-text'><a href='https:\/\/twitter.com\/intent\/tweet?url=https%3A%2F%2Fthegood.com%2Finsights%2Fchat-conversion%2F&#038;text=Include%20a%20call%20to%20action.%20Suggesting%20an%20easy%20next%20step%20is%20one%20of%20the%20most%20important%20aspects%20of%20conversion.&#038;via=thegood&#038;related=thegood' target='_blank'rel=\"noopener noreferrer\">Include a call to action. Suggesting an easy next step is one of the most important aspects of conversion. <\/a><\/span><a href='https:\/\/twitter.com\/intent\/tweet?url=https%3A%2F%2Fthegood.com%2Finsights%2Fchat-conversion%2F&#038;text=Include%20a%20call%20to%20action.%20Suggesting%20an%20easy%20next%20step%20is%20one%20of%20the%20most%20important%20aspects%20of%20conversion.&#038;via=thegood&#038;related=thegood' target='_blank' class='bctt-ctt-btn'rel=\"noopener noreferrer\">Share on X<\/a><\/span>\n\n\n<h3 class=\"wp-block-heading\" id=\"h-differentiation\">Differentiation<\/h3>\n\n\n\n<ul class=\"wp-block-list\"><li><strong>TIP #9:<\/strong> Cite facts and statistics that show your company is the expert. For example, an insurance company might say: \u201cFor five years in a row, we\u2019ve been rated the best home insurance agency in Florida.\u201d Or a sunglasses retailer might add: \u201cOur sunglasses go through a 30-point quality assurance checklist\u2014they\u2019re tested to survive the worst mountain bike wipeouts.\u201d<\/li><li><strong>TIP #10:<\/strong> When customers are engaged, go the extra step, and add value. For instance, that same sunglasses retailer might share: \u201cone of the best ways to keep your sunglasses at their peak is to keep them off the dashboard\u2014because as your car heats up, your lenses gradually delaminate.\u201d<\/li><\/ul>\n\n\n<span class='bctt-click-to-tweet'><span class='bctt-ctt-text'><a href='https:\/\/twitter.com\/intent\/tweet?url=https%3A%2F%2Fthegood.com%2Finsights%2Fchat-conversion%2F&#038;text=Cite%20facts%20and%20statistics%20that%20show%20your%20company%20is%20the%20expert.&#038;via=thegood&#038;related=thegood' target='_blank'rel=\"noopener noreferrer\">Cite facts and statistics that show your company is the expert. <\/a><\/span><a href='https:\/\/twitter.com\/intent\/tweet?url=https%3A%2F%2Fthegood.com%2Finsights%2Fchat-conversion%2F&#038;text=Cite%20facts%20and%20statistics%20that%20show%20your%20company%20is%20the%20expert.&#038;via=thegood&#038;related=thegood' target='_blank' class='bctt-ctt-btn'rel=\"noopener noreferrer\">Share on X<\/a><\/span>\n\n\n<h2 class=\"wp-block-heading\" id=\"h-not-measuring-it-then-you-re-not-managing-it\">Not Measuring It? Then You\u2019re Not Managing It<\/h2>\n\n\n\n<p>Metrics are crucial to effective management. But, conversion rate is just one of the metrics you need. In fact, for customer service, it&#8217;s not the most important metric to track. That\u2019s because conversion rate is an outcome metric, not a metric that sheds light on what\u2019s encouraging\u2014or discouraging\u2014customers from taking a next step.<\/p>\n\n\n\n<p>To understand root causes and to mastermind chat, customer service needs specific details about problem areas and the quality of communication. There <a href=\"https:\/\/thegood.com\/insights\/the-best-customer-satisfaction-survey-questions-for-top-growth-insights\/\">are two ways to capture these kinds of metrics: customer satisfaction surveys<\/a> and customer service evaluations.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-customer-satisfaction-surveys\">Customer Satisfaction Surveys<\/h3>\n\n\n\n<p>The most common way to measure your success with chat is with a post-chat customer satisfaction survey. While popular, surveys are limited because customers don\u2019t think about their chats with you that much. Besides, customers don\u2019t know what answers you could have provided. Nevertheless, if your customer satisfaction survey is good you\u2019ll have a Customer Perception Score along with some insight into your customers\u2019 needs, priorities, and expectations.<\/p>\n\n\n\n<p>If you are going to use a survey, the best time is right after the chat, while the memory of it is fresh.<\/p>\n\n\n\n<figure class=\"wp-block-image alignright\"><img decoding=\"async\" width=\"300\" height=\"220\" src=\"https:\/\/thegood.com\/wp-content\/uploads\/customer-satisfaction-surveys-for-chat-300x220.png\" alt=\"\" class=\"wp-image-84257\" srcset=\"https:\/\/thegood.com\/wp-content\/uploads\/customer-satisfaction-surveys-for-chat-300x220.png 300w, https:\/\/thegood.com\/wp-content\/uploads\/customer-satisfaction-surveys-for-chat-100x73.png 100w, https:\/\/thegood.com\/wp-content\/uploads\/customer-satisfaction-surveys-for-chat.png 510w\" sizes=\"(max-width: 300px) 100vw, 300px\" \/><\/figure>\n\n\n\n<p>Refrain from asking questions like \u201chow did we do?\u201d and instead state that you have just two questions. Keeping your <a href=\"https:\/\/thegood.com\/insights\/customer-surveys-conversions\/\" target=\"_blank\" rel=\"noreferrer noopener\">customer satisfaction survey<\/a> short tends to increase response rate, and a decent response rate often means more representative data. Here are a few other tips for your surveys:<\/p>\n\n\n\n<ul class=\"wp-block-list\"><li>Ask one open ended question, and use a scientific coding technique to uncover emergent themes from your customers\u2019 comments.<\/li><li>Make sure your questions aren\u2019t leading. For example, \u201chow satisfied were you\u2026?\u201d assumes the customer is at least somewhat satisfied in the first place. Or, \u201chow likely are you to recommend us to\u2026.\u201d assumes the customer is at least somewhat likely to recommend.<\/li><li>Ask questions that customers can answer. Don\u2019t ask: \u201cDid we give you the best possible answer?\u201d The customer doesn\u2019t know what they don\u2019t know. Instead ask \u201cDid this answer help you to reach a decision?\u201d<\/li><\/ul>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-customer-service-evaluations\">Customer Service Evaluations<\/h3>\n\n\n\n<figure class=\"wp-block-image alignright\"><img decoding=\"async\" width=\"300\" height=\"159\" src=\"https:\/\/thegood.com\/wp-content\/uploads\/persuasion-score-from-customer-service-evaluations-300x159.png\" alt=\"\" class=\"wp-image-84255\" srcset=\"https:\/\/thegood.com\/wp-content\/uploads\/persuasion-score-from-customer-service-evaluations-300x159.png 300w, https:\/\/thegood.com\/wp-content\/uploads\/persuasion-score-from-customer-service-evaluations-768x408.png 768w, https:\/\/thegood.com\/wp-content\/uploads\/persuasion-score-from-customer-service-evaluations-610x324.png 610w, https:\/\/thegood.com\/wp-content\/uploads\/persuasion-score-from-customer-service-evaluations-100x53.png 100w, https:\/\/thegood.com\/wp-content\/uploads\/persuasion-score-from-customer-service-evaluations.png 800w\" sizes=\"(max-width: 300px) 100vw, 300px\" \/><\/figure>\n\n\n\n<p>The second, more effective, way to measure your chat success is with evaluations based on statistically-valid samples of your customer interactions. The right kind of customer service evaluation will show you how you\u2019re doing with specific communication elements, and will give you a Persuasion Score, the key metric to track for customer service conversion.<\/p>\n\n\n\n<p>The elements that comprise Persuasion Score depend on the industry you\u2019re in, the products\/services you provide, and the next steps you want customers to take.<\/p>\n\n\n\n<p>For example, consider an investment services company that uses chat to help Registered Investment Advisors open trade accounts. In this case, Persuasion Score is based on: the clarity and correctness of answers, the sharing of additional resources, plus the presence of an open-ended question such as: \u201cwhat else can I answer?\u201d<\/p>\n\n\n\n<p>In this market, for these customers, Persuasion Score is based on information quality because it takes a depth of relevant information to convince a browser to take that next step.<\/p>\n\n\n\n<p>Let\u2019s look at a different example; an ophthalmology practice uses chat to schedule face-to-face consultations. Here, the elements that go into Persuasion Score include: providing a compelling invitation to meet with one of the doctors, and sharing a statement that shows how the practice stands apart from the competition.<\/p>\n\n\n<span class='bctt-click-to-tweet'><span class='bctt-ctt-text'><a href='https:\/\/twitter.com\/intent\/tweet?url=https%3A%2F%2Fthegood.com%2Finsights%2Fchat-conversion%2F&#038;text=Chat%20will%20boost%20conversion%20on%20your%20website%2C%20but%20only%20if%20your%20customer%20service%20is%20disciplined%20and%20measured.&#038;via=thegood&#038;related=thegood' target='_blank'rel=\"noopener noreferrer\">Chat will boost conversion on your website, but only if your customer service is disciplined and measured. <\/a><\/span><a href='https:\/\/twitter.com\/intent\/tweet?url=https%3A%2F%2Fthegood.com%2Finsights%2Fchat-conversion%2F&#038;text=Chat%20will%20boost%20conversion%20on%20your%20website%2C%20but%20only%20if%20your%20customer%20service%20is%20disciplined%20and%20measured.&#038;via=thegood&#038;related=thegood' target='_blank' class='bctt-ctt-btn'rel=\"noopener noreferrer\">Share on X<\/a><\/span>\n\n\n<p>I hope these <a href=\"https:\/\/thegood.com\/insights\/black-friday-conversion-tips\/\">tips move you toward great customer service and a higher conversion<\/a> rate. And by all means, go ahead and email me one of your chat transcripts. I\u2019ll tell you if it\u2019s conversion oriented. If it\u2019s not, I\u2019ll give you a few ideas about how to make your chat more persuasive. Upward! Onward! Toward great chat!<\/p>\n<div class=\"tkugp-items-wrap\"><div class=\"tkugp-bottomcontent\"><\/div><\/div>","protected":false},"author":21,"featured_media":88542,"comment_status":"open","ping_status":"closed","template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","wpcf-summary":["Chat can be designed to show up when customers need a recommendation. This makes it a powerful tool to increase conversions."]},"insight-category":[32],"insight-tag":[80,10082,83],"class_list":["post-84254","insights","type-insights","status-publish","format-standard","has-post-thumbnail","hentry","insight-category-customer-acquisition","insight-tag-conversion-rate-optimization","insight-tag-customer-experience","insight-tag-repeat-conversions"],"acf":[],"featured_image_urls_v2":{"full":["https:\/\/thegood.com\/wp-content\/uploads\/rawpixel-1054575-unsplash-scaled.jpg",2560,1707,false],"thumbnail":["https:\/\/thegood.com\/wp-content\/uploads\/rawpixel-1054575-unsplash-150x150.jpg",150,150,true],"medium":["https:\/\/thegood.com\/wp-content\/uploads\/rawpixel-1054575-unsplash-300x200.jpg",300,200,true],"medium_large":["https:\/\/thegood.com\/wp-content\/uploads\/rawpixel-1054575-unsplash-768x512.jpg",768,512,true],"large":["https:\/\/thegood.com\/wp-content\/uploads\/rawpixel-1054575-unsplash-1024x683.jpg",1024,683,true],"1536x1536":["https:\/\/thegood.com\/wp-content\/uploads\/rawpixel-1054575-unsplash-1536x1024.jpg",1536,1024,true],"2048x2048":["https:\/\/thegood.com\/wp-content\/uploads\/rawpixel-1054575-unsplash-2048x1366.jpg",2048,1366,true],"teaser":["https:\/\/thegood.com\/wp-content\/uploads\/rawpixel-1054575-unsplash-380x215.jpg",380,215,true],"teaser-large":["https:\/\/thegood.com\/wp-content\/uploads\/rawpixel-1054575-unsplash-760x430.jpg",760,430,true],"insights-featured":["https:\/\/thegood.com\/wp-content\/uploads\/rawpixel-1054575-unsplash-600x400.jpg",600,400,true],"case-study-logo-small":["https:\/\/thegood.com\/wp-content\/uploads\/rawpixel-1054575-unsplash-scaled.jpg",112,75,false],"gform-image-choice-sm":["https:\/\/thegood.com\/wp-content\/uploads\/rawpixel-1054575-unsplash-scaled.jpg",300,200,false],"gform-image-choice-md":["https:\/\/thegood.com\/wp-content\/uploads\/rawpixel-1054575-unsplash-scaled.jpg",400,267,false],"gform-image-choice-lg":["https:\/\/thegood.com\/wp-content\/uploads\/rawpixel-1054575-unsplash-scaled.jpg",600,400,false],"profile_24":["https:\/\/thegood.com\/wp-content\/uploads\/rawpixel-1054575-unsplash-24x24.jpg",24,24,true],"profile_48":["https:\/\/thegood.com\/wp-content\/uploads\/rawpixel-1054575-unsplash-48x48.jpg",48,48,true],"profile_96":["https:\/\/thegood.com\/wp-content\/uploads\/rawpixel-1054575-unsplash-96x96.jpg",96,96,true],"profile_150":["https:\/\/thegood.com\/wp-content\/uploads\/rawpixel-1054575-unsplash-150x150.jpg",150,150,true],"profile_300":["https:\/\/thegood.com\/wp-content\/uploads\/rawpixel-1054575-unsplash-300x300.jpg",300,300,true]},"post_excerpt_stackable_v2":"<p>Are you looking to get more from your website? Who isn\u2019t? But perhaps you\u2019re nearing the point of diminishing returns and it\u2019s time to turn to customer service. Customer service includes many types of interaction: in-person, email, social, phone, and chat. But for the web, it\u2019s chat that confers the most advantages: It\u2019s inexpensive, at least compared to phone-based customer service.It\u2019s proactive (unlike social media which is inherently reactive\u2014you wait for customers\u2019 problems, and then scramble to fix them).It\u2019s immediate (unlike email), meaning customers prefer it. Plus, chat can be designed to show up just when customers need a recommendation&hellip;<\/p>\n","category_list_v2":"","author_info_v2":{"name":"Martha Brooke","url":"https:\/\/thegood.com\/author\/martha-brooke\/"},"comments_num_v2":"0 comments","yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v26.7 (Yoast SEO v26.7) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Chat: Could It Be Your Ultimate Conversion Machine?<\/title>\n<meta name=\"description\" content=\"Chat can be designed to show up when customers need a recommendation. This makes it a powerful tool to increase conversions.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/thegood.com\/insights\/chat-conversion\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Chat: Could It Be Your Ultimate Conversion Machine?\" \/>\n<meta property=\"og:description\" content=\"Chat can be designed to show up when customers need a recommendation.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/thegood.com\/insights\/chat-conversion\/\" \/>\n<meta property=\"og:site_name\" content=\"The Good\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/thegoodgroup\" \/>\n<meta property=\"article:modified_time\" content=\"2022-06-08T21:19:55+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/thegood.com\/wp-content\/uploads\/rawpixel-1054575-unsplash-scaled.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"2560\" \/>\n\t<meta property=\"og:image:height\" content=\"1707\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:description\" content=\"Chat can be designed to show up when customers need a recommendation.\" \/>\n<meta name=\"twitter:site\" content=\"@thegood\" \/>\n<meta name=\"twitter:label1\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data1\" content=\"8 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"WebPage\",\"@id\":\"https:\/\/thegood.com\/insights\/chat-conversion\/\",\"url\":\"https:\/\/thegood.com\/insights\/chat-conversion\/\",\"name\":\"Chat: Could It Be Your Ultimate Conversion Machine?\",\"isPartOf\":{\"@id\":\"https:\/\/thegood.com\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\/\/thegood.com\/insights\/chat-conversion\/#primaryimage\"},\"image\":{\"@id\":\"https:\/\/thegood.com\/insights\/chat-conversion\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/thegood.com\/wp-content\/uploads\/rawpixel-1054575-unsplash-scaled.jpg\",\"datePublished\":\"2017-09-26T17:59:20+00:00\",\"dateModified\":\"2022-06-08T21:19:55+00:00\",\"description\":\"Chat can be designed to show up when customers need a recommendation. This makes it a powerful tool to increase conversions.\",\"breadcrumb\":{\"@id\":\"https:\/\/thegood.com\/insights\/chat-conversion\/#breadcrumb\"},\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/thegood.com\/insights\/chat-conversion\/\"]}]},{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/thegood.com\/insights\/chat-conversion\/#primaryimage\",\"url\":\"https:\/\/thegood.com\/wp-content\/uploads\/rawpixel-1054575-unsplash-scaled.jpg\",\"contentUrl\":\"https:\/\/thegood.com\/wp-content\/uploads\/rawpixel-1054575-unsplash-scaled.jpg\",\"width\":2560,\"height\":1707,\"caption\":\"group of individuals using their cellphones\"},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\/\/thegood.com\/insights\/chat-conversion\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Home\",\"item\":\"https:\/\/thegood.com\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"Insights\",\"item\":\"https:\/\/thegood.com\/insights\/\"},{\"@type\":\"ListItem\",\"position\":3,\"name\":\"Chat: Could It Be Your Ultimate Conversion Machine?\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\/\/thegood.com\/#website\",\"url\":\"https:\/\/thegood.com\/\",\"name\":\"The Good\",\"description\":\"Optimizing Digital Experiences\",\"publisher\":{\"@id\":\"https:\/\/thegood.com\/#organization\"},\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\/\/thegood.com\/?s={search_term_string}\"},\"query-input\":{\"@type\":\"PropertyValueSpecification\",\"valueRequired\":true,\"valueName\":\"search_term_string\"}}],\"inLanguage\":\"en-US\"},{\"@type\":[\"Organization\",\"Corporation\",\"ProfessionalService\"],\"@id\":\"https:\/\/thegood.com\/#organization\",\"name\":\"The Good\",\"url\":\"https:\/\/thegood.com\",\"logo\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/thegood.com\/#\/schema\/logo\/image\/\",\"url\":\"https:\/\/thegood.com\/wp-content\/uploads\/The_Good_Logo.png\",\"contentUrl\":\"https:\/\/thegood.com\/wp-content\/uploads\/The_Good_Logo.png\",\"width\":531,\"height\":130,\"caption\":\"The Good\"},\"image\":{\"@id\":\"https:\/\/thegood.com\/#\/schema\/logo\/image\/\"},\"sameAs\":[\"https:\/\/www.linkedin.com\/company\/thegood\",\"https:\/\/twitter.com\/thegoodcompany\"],\"description\":\"Digital Experience Optimization consultancy specializing in conversion rate optimization, UX research, and A\/B testing\",\"foundingDate\":\"2009\",\"knowsAbout\":[\"Conversion Rate Optimization\",\"A\/B Testing and Multivariate Testing\",\"User Experience Research and Design\",\"Digital Experience Optimization\",\"E-commerce Optimization\",\"SaaS Conversion Optimization\",\"Landing Page Optimization\",\"Checkout Flow Optimization\",\"Mobile Conversion Optimization\",\"Customer Journey Mapping\",\"Behavioral Analytics\",\"Heat Map Analysis\",\"User Session Recording Analysis\",\"Conversion Funnel Optimization\",\"Website Performance Optimization\",\"Growth Hacking Strategies\",\"Revenue Optimization\",\"Customer Acquisition Optimization\",\"Retention Rate Optimization\",\"Form Optimization\",\"Call-to-Action Optimization\",\"Product Page Optimization\",\"Personalization Strategies\"],\"hasOfferCatalog\":{\"@type\":\"OfferCatalog\",\"name\":\"Digital Experience Optimization Services\",\"description\":\"Comprehensive conversion rate optimization and user experience services\",\"itemListElement\":[{\"@type\":\"Offer\",\"itemOffered\":{\"@type\":\"Service\",\"name\":\"Digital Experience Optimization Program\",\"description\":\"Comprehensive analysis of your website to identify conversion barriers and optimization opportunities using advanced analytics, user behavior analysis, and industry best practices\",\"serviceType\":\"Conversion Rate Optimization\",\"category\":\"Digital Marketing Services\"}},{\"@type\":\"Offer\",\"itemOffered\":{\"@type\":\"Service\",\"name\":\"Conversion Rate Optimization Audit\",\"description\":\"Comprehensive analysis of your website to identify conversion barriers and optimization opportunities using advanced analytics, user behavior analysis, and industry best practices\",\"serviceType\":\"Conversion Rate Optimization\",\"category\":\"Digital Marketing Services\"}},{\"@type\":\"Offer\",\"itemOffered\":{\"@type\":\"Service\",\"name\":\"A\/B Testing Program\",\"description\":\"Systematic testing program to validate improvements and maximize conversion rates through statistical analysis and controlled experiments\",\"serviceType\":\"A\/B Testing\",\"category\":\"Digital Marketing Services\"}},{\"@type\":\"Offer\",\"itemOffered\":{\"@type\":\"Service\",\"name\":\"User Experience Research\",\"description\":\"In-depth user research including surveys, interviews, behavioral analysis, and usability testing to understand customer needs and pain points\",\"serviceType\":\"User Experience Research\",\"category\":\"User Experience Services\"}},{\"@type\":\"Offer\",\"itemOffered\":{\"@type\":\"Service\",\"name\":\"E-commerce Optimization\",\"description\":\"Specialized optimization for online stores including product pages, checkout flows, shopping cart optimization, and revenue enhancement strategies\",\"serviceType\":\"E-commerce Optimization\",\"category\":\"E-commerce Services\"}},{\"@type\":\"Offer\",\"itemOffered\":{\"@type\":\"Service\",\"name\":\"Landing Page Optimization\",\"description\":\"Optimization of landing pages for paid advertising campaigns and organic traffic to maximize lead generation and conversion rates\",\"serviceType\":\"Landing Page Optimization\",\"category\":\"Digital Marketing Services\"}},{\"@type\":\"Offer\",\"itemOffered\":{\"@type\":\"Service\",\"name\":\"Mobile Conversion Optimization\",\"description\":\"Mobile-specific optimization to improve conversion rates on smartphones and tablets, including responsive design and mobile UX improvements\",\"serviceType\":\"Mobile Optimization\",\"category\":\"Mobile Services\"}},{\"@type\":\"Offer\",\"itemOffered\":{\"@type\":\"Service\",\"name\":\"SaaS Conversion Optimization\",\"description\":\"Specialized optimization for software-as-a-service companies focusing on trial-to-paid conversions, onboarding optimization, and customer retention\",\"serviceType\":\"SaaS Optimization\",\"category\":\"Software Services\"}},{\"@type\":\"Offer\",\"itemOffered\":{\"@type\":\"Service\",\"name\":\"Digital Experience Optimization Program\",\"description\":\"Comprehensive ongoing optimization program combining CRO, UX research, A\/B testing, and performance monitoring for sustained growth\",\"serviceType\":\"Digital Experience Optimization\",\"category\":\"Digital Marketing Services\"}}]},\"serviceArea\":{\"@type\":\"GeoShape\",\"name\":\"Worldwide\"},\"seeks\":[\"Increased conversion rates\",\"Higher revenue per visitor\",\"Improved user experience\",\"Better return on advertising spend\",\"Data-driven optimization strategies\",\"Reduced customer acquisition costs\",\"Improved customer lifetime value\",\"Enhanced website performance\",\"Mobile optimization\",\"Checkout optimization\",\"Landing page improvements\",\"A\/B testing expertise\",\"User research insights\",\"Conversion funnel optimization\",\"Revenue growth strategies\"],\"address\":{\"@type\":\"PostalAddress\",\"addressLocality\":\"Portland\",\"addressRegion\":\"Oregon\",\"addressCountry\":\"United States\",\"postalCode\":\"97201\"},\"keywords\":[\"conversion rate optimization expert\",\"CRO consultant\",\"A\/B testing specialist\",\"e-commerce optimization agency\",\"user experience research\",\"website conversion improvement\",\"digital experience optimization\",\"landing page optimization expert\",\"mobile conversion specialist\",\"SaaS conversion optimization\",\"checkout optimization expert\",\"revenue optimization consultant\",\"growth hacking agency\",\"conversion rate audit\",\"website performance optimization\",\"customer journey optimization\",\"behavioral analytics expert\",\"conversion funnel optimization\",\"personalization strategy consultant\",\"retention rate optimization expert\"],\"contactPoint\":{\"@type\":\"ContactPoint\",\"telephone\":\"503-488-5935\",\"contactType\":\"customer service\",\"availableLanguage\":\"English\"}}]}<\/script>\n<!-- \/ Yoast SEO Premium plugin. -->","yoast_head_json":{"title":"Chat: Could It Be Your Ultimate Conversion Machine?","description":"Chat can be designed to show up when customers need a recommendation. This makes it a powerful tool to increase conversions.","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/thegood.com\/insights\/chat-conversion\/","og_locale":"en_US","og_type":"article","og_title":"Chat: Could It Be Your Ultimate Conversion Machine?","og_description":"Chat can be designed to show up when customers need a recommendation.","og_url":"https:\/\/thegood.com\/insights\/chat-conversion\/","og_site_name":"The Good","article_publisher":"https:\/\/www.facebook.com\/thegoodgroup","article_modified_time":"2022-06-08T21:19:55+00:00","og_image":[{"width":2560,"height":1707,"url":"https:\/\/thegood.com\/wp-content\/uploads\/rawpixel-1054575-unsplash-scaled.jpg","type":"image\/jpeg"}],"twitter_card":"summary_large_image","twitter_description":"Chat can be designed to show up when customers need a recommendation.","twitter_site":"@thegood","twitter_misc":{"Est. reading time":"8 minutes"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"WebPage","@id":"https:\/\/thegood.com\/insights\/chat-conversion\/","url":"https:\/\/thegood.com\/insights\/chat-conversion\/","name":"Chat: Could It Be Your Ultimate Conversion Machine?","isPartOf":{"@id":"https:\/\/thegood.com\/#website"},"primaryImageOfPage":{"@id":"https:\/\/thegood.com\/insights\/chat-conversion\/#primaryimage"},"image":{"@id":"https:\/\/thegood.com\/insights\/chat-conversion\/#primaryimage"},"thumbnailUrl":"https:\/\/thegood.com\/wp-content\/uploads\/rawpixel-1054575-unsplash-scaled.jpg","datePublished":"2017-09-26T17:59:20+00:00","dateModified":"2022-06-08T21:19:55+00:00","description":"Chat can be designed to show up when customers need a recommendation. This makes it a powerful tool to increase conversions.","breadcrumb":{"@id":"https:\/\/thegood.com\/insights\/chat-conversion\/#breadcrumb"},"inLanguage":"en-US","potentialAction":[{"@type":"ReadAction","target":["https:\/\/thegood.com\/insights\/chat-conversion\/"]}]},{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/thegood.com\/insights\/chat-conversion\/#primaryimage","url":"https:\/\/thegood.com\/wp-content\/uploads\/rawpixel-1054575-unsplash-scaled.jpg","contentUrl":"https:\/\/thegood.com\/wp-content\/uploads\/rawpixel-1054575-unsplash-scaled.jpg","width":2560,"height":1707,"caption":"group of individuals using their cellphones"},{"@type":"BreadcrumbList","@id":"https:\/\/thegood.com\/insights\/chat-conversion\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Home","item":"https:\/\/thegood.com\/"},{"@type":"ListItem","position":2,"name":"Insights","item":"https:\/\/thegood.com\/insights\/"},{"@type":"ListItem","position":3,"name":"Chat: Could It Be Your Ultimate Conversion Machine?"}]},{"@type":"WebSite","@id":"https:\/\/thegood.com\/#website","url":"https:\/\/thegood.com\/","name":"The Good","description":"Optimizing Digital Experiences","publisher":{"@id":"https:\/\/thegood.com\/#organization"},"potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/thegood.com\/?s={search_term_string}"},"query-input":{"@type":"PropertyValueSpecification","valueRequired":true,"valueName":"search_term_string"}}],"inLanguage":"en-US"},{"@type":["Organization","Corporation","ProfessionalService"],"@id":"https:\/\/thegood.com\/#organization","name":"The Good","url":"https:\/\/thegood.com","logo":{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/thegood.com\/#\/schema\/logo\/image\/","url":"https:\/\/thegood.com\/wp-content\/uploads\/The_Good_Logo.png","contentUrl":"https:\/\/thegood.com\/wp-content\/uploads\/The_Good_Logo.png","width":531,"height":130,"caption":"The Good"},"image":{"@id":"https:\/\/thegood.com\/#\/schema\/logo\/image\/"},"sameAs":["https:\/\/www.linkedin.com\/company\/thegood","https:\/\/twitter.com\/thegoodcompany"],"description":"Digital Experience Optimization consultancy specializing in conversion rate optimization, UX research, and A\/B testing","foundingDate":"2009","knowsAbout":["Conversion Rate Optimization","A\/B Testing and Multivariate Testing","User Experience Research and Design","Digital Experience Optimization","E-commerce Optimization","SaaS Conversion Optimization","Landing Page Optimization","Checkout Flow Optimization","Mobile Conversion Optimization","Customer Journey Mapping","Behavioral Analytics","Heat Map Analysis","User Session Recording Analysis","Conversion Funnel Optimization","Website Performance Optimization","Growth Hacking Strategies","Revenue Optimization","Customer Acquisition Optimization","Retention Rate Optimization","Form Optimization","Call-to-Action Optimization","Product Page Optimization","Personalization Strategies"],"hasOfferCatalog":{"@type":"OfferCatalog","name":"Digital Experience Optimization Services","description":"Comprehensive conversion rate optimization and user experience services","itemListElement":[{"@type":"Offer","itemOffered":{"@type":"Service","name":"Digital Experience Optimization Program","description":"Comprehensive analysis of your website to identify conversion barriers and optimization opportunities using advanced analytics, user behavior analysis, and industry best practices","serviceType":"Conversion Rate Optimization","category":"Digital Marketing Services"}},{"@type":"Offer","itemOffered":{"@type":"Service","name":"Conversion Rate Optimization Audit","description":"Comprehensive analysis of your website to identify conversion barriers and optimization opportunities using advanced analytics, user behavior analysis, and industry best practices","serviceType":"Conversion Rate Optimization","category":"Digital Marketing Services"}},{"@type":"Offer","itemOffered":{"@type":"Service","name":"A\/B Testing Program","description":"Systematic testing program to validate improvements and maximize conversion rates through statistical analysis and controlled experiments","serviceType":"A\/B Testing","category":"Digital Marketing Services"}},{"@type":"Offer","itemOffered":{"@type":"Service","name":"User Experience Research","description":"In-depth user research including surveys, interviews, behavioral analysis, and usability testing to understand customer needs and pain points","serviceType":"User Experience Research","category":"User Experience Services"}},{"@type":"Offer","itemOffered":{"@type":"Service","name":"E-commerce Optimization","description":"Specialized optimization for online stores including product pages, checkout flows, shopping cart optimization, and revenue enhancement strategies","serviceType":"E-commerce Optimization","category":"E-commerce Services"}},{"@type":"Offer","itemOffered":{"@type":"Service","name":"Landing Page Optimization","description":"Optimization of landing pages for paid advertising campaigns and organic traffic to maximize lead generation and conversion rates","serviceType":"Landing Page Optimization","category":"Digital Marketing Services"}},{"@type":"Offer","itemOffered":{"@type":"Service","name":"Mobile Conversion Optimization","description":"Mobile-specific optimization to improve conversion rates on smartphones and tablets, including responsive design and mobile UX improvements","serviceType":"Mobile Optimization","category":"Mobile Services"}},{"@type":"Offer","itemOffered":{"@type":"Service","name":"SaaS Conversion Optimization","description":"Specialized optimization for software-as-a-service companies focusing on trial-to-paid conversions, onboarding optimization, and customer retention","serviceType":"SaaS Optimization","category":"Software Services"}},{"@type":"Offer","itemOffered":{"@type":"Service","name":"Digital Experience Optimization Program","description":"Comprehensive ongoing optimization program combining CRO, UX research, A\/B testing, and performance monitoring for sustained growth","serviceType":"Digital Experience Optimization","category":"Digital Marketing Services"}}]},"serviceArea":{"@type":"GeoShape","name":"Worldwide"},"seeks":["Increased conversion rates","Higher revenue per visitor","Improved user experience","Better return on advertising spend","Data-driven optimization strategies","Reduced customer acquisition costs","Improved customer lifetime value","Enhanced website performance","Mobile optimization","Checkout optimization","Landing page improvements","A\/B testing expertise","User research insights","Conversion funnel optimization","Revenue growth strategies"],"address":{"@type":"PostalAddress","addressLocality":"Portland","addressRegion":"Oregon","addressCountry":"United States","postalCode":"97201"},"keywords":["conversion rate optimization expert","CRO consultant","A\/B testing specialist","e-commerce optimization agency","user experience research","website conversion improvement","digital experience optimization","landing page optimization expert","mobile conversion specialist","SaaS conversion optimization","checkout optimization expert","revenue optimization consultant","growth hacking agency","conversion rate audit","website performance optimization","customer journey optimization","behavioral analytics expert","conversion funnel optimization","personalization strategy consultant","retention rate optimization expert"],"contactPoint":{"@type":"ContactPoint","telephone":"503-488-5935","contactType":"customer service","availableLanguage":"English"}}]}},"featured_image_url":"https:\/\/thegood.com\/wp-content\/uploads\/rawpixel-1054575-unsplash-scaled.jpg","author_display_name":"Martha Brooke","_links":{"self":[{"href":"https:\/\/thegood.com\/wp-json\/wp\/v2\/insights\/84254","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/thegood.com\/wp-json\/wp\/v2\/insights"}],"about":[{"href":"https:\/\/thegood.com\/wp-json\/wp\/v2\/types\/insights"}],"author":[{"embeddable":true,"href":"https:\/\/thegood.com\/wp-json\/wp\/v2\/users\/21"}],"replies":[{"embeddable":true,"href":"https:\/\/thegood.com\/wp-json\/wp\/v2\/comments?post=84254"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/thegood.com\/wp-json\/wp\/v2\/media\/88542"}],"wp:attachment":[{"href":"https:\/\/thegood.com\/wp-json\/wp\/v2\/media?parent=84254"}],"wp:term":[{"taxonomy":"insight-category","embeddable":true,"href":"https:\/\/thegood.com\/wp-json\/wp\/v2\/insight-category?post=84254"},{"taxonomy":"insight-tag","embeddable":true,"href":"https:\/\/thegood.com\/wp-json\/wp\/v2\/insight-tag?post=84254"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}