Effect of Live Chat on Traffic‐to‐Sales Conversion: Evidence from an Online Marketplace

Haoyan Sun, Jianqing Chen and Ming Fan

Production and Operations Management, 2021, vol. 30, issue 5, 1201-1219

Abstract: Over the years, online retailers have increasingly embraced live chat to improve customer service and facilitate transactions. We examine how online sellers’ use of live chat influences their online traffic conversion into sales. Like brick‐and‐mortar stores, a fundamental task for online stores is to convert traffic into purchases, an important problem in retail service operations management. We argue that live chat can increase online sales conversion by performing the functions of informing and persuading. We explore how the two roles of live chat interact with existing information regarding sellers and their products, such as product descriptions, ratings, price, and reviews, as these types of information also influence consumers’ perceived product quality and help mitigate uncertainties in product fit to their needs. We apply a random‐coefficient model in a Bayesian hierarchical framework and test the model using a panel dataset from Taobao, the leading C2C platform in China. Our results suggest that live chat has a positive impact on conversion and that the strength of this positive effect depends on seller and product characteristics. The positive effect is stronger when product information on web pages is less comprehensive (where live chat manifests an informative role), and when the perceived value of the product is higher (where live chat manifests a persuasive role) with either a higher product rating or a lower product price. Our results provide relevant and useful implications for online merchants and platform owners.

Date: 2021
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (10)

Downloads: (external link)
https://doi.org/10.1111/poms.13320

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:bla:popmgt:v:30:y:2021:i:5:p:1201-1219

Ordering information: This journal article can be ordered from
http://onlinelibrary ... 1111/(ISSN)1937-5956

Access Statistics for this article

Production and Operations Management is currently edited by Kalyan Singhal

More articles in Production and Operations Management from Production and Operations Management Society
Bibliographic data for series maintained by Wiley Content Delivery ().