Post by ruhaimaromana22 on Nov 6, 2024 5:17:24 GMT -5
LiveTex clients confirm that digital channels increase sales. How can this be determined? For example, Chernilov's company tested the effectiveness of chat and callback in practice: the test lasted for one week, twice a year - during the high and low seasons. Only completed transactions were counted without leads and deferred orders. Fixed costs, platform costs, and social media marketing service manager remuneration were subtracted from the transaction amount. Then, during the same periods, the channels were turned off for a week and the results were compared. In the second case, the number of transactions dropped sharply. This is how the company became convinced that new channels affect sales. We told Chernilov's story in full in the case study .
Another LiveTex client, the Redmond contact center, calculated that the chat on the site paid for itself at least 10 times.
How can you calculate the efficiency and return on investment of a chat for your website?
To do this, you need to know the site's traffic, average check, conversion to an application, and the cost of the request. To show the calculation clearly, let's take the average values in e-commerce. On average, chats increase the conversion of the site into orders by 4-7%. The average traffic of online stores in Russia is 23,000 visits per month.
Now let's calculate the cost of the request using the example of an online clothing store with 10,000 traffic per month, 6% conversion to orders in the chat, and an average check of 4,000 rubles.
It turns out that the store sold goods worth 2,400,000 rubles in the chat. Let's assume that 60% of the amount goes to purchases, salaries, advertising, and chat fees. Net profit is 1,440,000 rubles.
The cost of a chat with three operators is 3,570 rubles per month. Let's calculate the payback: 1,440,000/3,570 = 403. So, in our example, the chat paid off 403 times.
Now let's compare the cost of an order with and without a chat. The average conversion rate of an online clothing store without a chat in Russia is 2.4%, and the cost of a lead is 500 rubles. Now let's calculate the cost of an order from the chat. Divide the cost of the platform by the number of orders received from the chat: 3,570 /600 = 5.95. The cost of an order in the chat is 6 rubles.
The numbers look tempting for a small Russian company. It is worth noting that for this calculation, we gave a situation where marketing and sales work systematically - target visitors come to the site, and sales managers do not miss chats and help customers make a purchase. Without synergy of processes within the company, the results may look completely different.
Another LiveTex client, the Redmond contact center, calculated that the chat on the site paid for itself at least 10 times.
How can you calculate the efficiency and return on investment of a chat for your website?
To do this, you need to know the site's traffic, average check, conversion to an application, and the cost of the request. To show the calculation clearly, let's take the average values in e-commerce. On average, chats increase the conversion of the site into orders by 4-7%. The average traffic of online stores in Russia is 23,000 visits per month.
Now let's calculate the cost of the request using the example of an online clothing store with 10,000 traffic per month, 6% conversion to orders in the chat, and an average check of 4,000 rubles.
It turns out that the store sold goods worth 2,400,000 rubles in the chat. Let's assume that 60% of the amount goes to purchases, salaries, advertising, and chat fees. Net profit is 1,440,000 rubles.
The cost of a chat with three operators is 3,570 rubles per month. Let's calculate the payback: 1,440,000/3,570 = 403. So, in our example, the chat paid off 403 times.
Now let's compare the cost of an order with and without a chat. The average conversion rate of an online clothing store without a chat in Russia is 2.4%, and the cost of a lead is 500 rubles. Now let's calculate the cost of an order from the chat. Divide the cost of the platform by the number of orders received from the chat: 3,570 /600 = 5.95. The cost of an order in the chat is 6 rubles.
The numbers look tempting for a small Russian company. It is worth noting that for this calculation, we gave a situation where marketing and sales work systematically - target visitors come to the site, and sales managers do not miss chats and help customers make a purchase. Without synergy of processes within the company, the results may look completely different.