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Last year at InternetWorld, my Best of Show award went to CallButton.com for a service that allows customers to click a button to summon a telephone call from a sales rep or web site owner. While that seemed like best solution at time of that review and still provides an excellent support solution, it does NOT measure up to power of Groopz live support nor does it require a web site visitor to offer up any personally identifiable information until they make purchase.
My biggest objection to Groopz service is possible intrusiveness of an unexpected live chat popping up unwanted or unrequested. When I pointed privacy implications out to folks at Groopz, I was told, "The only information that is now gathered by this live help tool is very same data gathered by WebTrends for analysis." While this is true, most users of WebTrends don't watch as an IP address travels through their site. As a privacy advocate, this feels voyeuristic to me, even if all you are doing is watching an IP address move through site, I feel just a little uneasy with it. But those extra sales might be worth a bit of uneasiness if customers aren't offended.
The Java chat window that pops up for greeting may well startle site visitors but, according to Groopz, experience has shown that most just politely answser no, or click chat box closed as though it were a pop-up advertisement. Since you can see what visitor does, even though they close window, you'll know if they leave site because live information is still on your interface screen.
Research has shown that up to 80% of online shopping carts are abandoned and although reasons are simply unavailable for this, I'll assert that it is frustration over not being able to ask about simple matters like battery life or term of warranty that makes an online shopper leave without purchasing products already in an online shopping cart.
Additional, albeit separate, research has shown if shoppers could have questions answered, they would convert to buyers and complete up to 80% of those abandoned transactions. Completing of even 40% more sales would more than justify $95 monthly cost of Groopz.com service for many online businesses. Any one of those contacts offer opportunity to upsell too!
Groopz.com receives WebSite101 Best of Show award for this simple, affordable sales tool for small business webmaster. For a list of runners-up and more contenders for award, visit WebSite101.
Mike Banks Valentine Search Engine Optimization for the Small Business http://WebSite101.com/Search_Engine_Positioning/ WebSite101 "Reading List" Weekly Netrepreneur Tip Sheet Weekly Ezine emphasizing small business on the Internet http://website101.com/free_ezine_content/