# Moving chat pop-up off key buttons: +44.5% conversion

- Outcome: Won
- Page type: Site-wide (Ecommerce)
- Elements: Live chat & contact options, Popups & email capture
- Test run by: [Clean Commit](https://liftarchive.com/practitioners/clean-commit/)
- Commentary by: LiftArchive (our analysis, not theirs)
- Original source: https://cleancommit.io/ab-tests/repositioning-the-chat-pop-up-significantly-improves-conversion-rates-across-devices/
- Page: https://liftarchive.com/test/cleancommit-repositioning-the-chat-pop-up-significantly-improves-conve/

Moving a chat pop-up so it no longer covered add-to-cart, cart, checkout and menu buttons raised conversion rate by 44.5% and revenue per visitor by 55.9%. Clean Commit ran this test for an anonymized Shopify store and published it in its A/B test library. A separate site pop-up was switched off at the same time, so the gain belongs to both changes together.

## Result

**+44.5% conversion**

- Conversion rate: +44.5%, with a 99.9% probability of beating the original.
- Revenue per visitor: +55.9% and orders +43.9%.
- Add-to-cart rate: +27.9%.
- Mobile (28,513 of 30,122 visitors): conversion rate +34.3%.
- Average order value: +6.0%.

## Control

A chat pop-up sat on top of key buttons, including add to cart, the mini cart, checkout and navigation.

## Variant

The chat moved away from those buttons, used a smaller icon on mobile, and stayed minimized by default or minimized itself after a short time. Another site pop-up was also turned off.

## Why it likely won (our reading)

- A widget covering the add-to-cart or checkout button blocks the very action a shopper is trying to take.
- On small screens a large chat icon takes up space that matters, so shrinking it frees up the page.
- Turning off a second pop-up removed another interruption, which likely added to the effect.

## Caveats

An 11-day test with only 28% statistical power, so the true lift is likely smaller than reported. A second pop-up was disabled at the same time, so this is a bundled change.

## How to run this test

- Hypothesis: If we move our chat widget away from add-to-cart, cart and checkout buttons and keep it minimized, then conversion rate will rise because shoppers can reach key actions without obstruction.
- Primary metric: Conversion rate
- Guardrail: Chat conversations started
- Guardrail: Add-to-cart rate
- Guardrail: Support tickets
- Who should test it: Any store with a chat widget or pop-up that overlaps buttons, especially on mobile. Check on real phones first; if nothing overlaps, expect a much smaller effect.

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Credit: Clean Commit ran this test and owns the result. Summary and commentary by LiftArchive (https://liftarchive.com/test/cleancommit-repositioning-the-chat-pop-up-significantly-improves-conve/).
Usage: Free to use, quote and build on, with credit and a link: name the practitioner or organization that ran the test and link to its LiftArchive page. The results belong to the practitioners who ran and shared them; the summaries and commentary are LiftArchive's.