Will online chat in the cart reduce conversion?

Question

Conversion

Does anyone have experience testing the display / non-display of online chat when placing an order in an online store? Will the chat reduce the conversion (distract the buyer from the ordering process) or, on the contrary, increase it (the buyer will be able to quickly receive answers and help with placing the order)?

Answer 1

At the stage of choosing a form of payment or a delivery method, we are often asked to chat with questions (how quickly will they be delivered, where to find a qiwi terminal, what is the commission of payment systems).

Answer 2

Personal practice has shown that users in most cases first prefer to learn about the product / service, payment and delivery (if the product). Therefore, the ability to ask a question online should be present, for the comfort of potential buyers.

Answer 3

Chat in the online store? No, no, no, you don't have to want it!

Answer 4

Practice has shown that online chats are rarely used and it is better not to distract the user with another extra interface during the purchase process.