Improving Chat Conversion Rates

Bluemercury.com sells a wide range of beauty products. Visitors to their site likely have specific questions about a specific product and don’t want to talk to “just another chat agent”.

And this is why Bluemercury.com let’s visitors pick which agent they want to chat with:

So, why does this work? Because when users feel they are in the driver seat and in control of the process they are more comfortable moving forward. We call this the Power tactic.