# Live chat widget next to sign-up form: +31% sign-ups

- Outcome: Won
- Page type: Signup page (SaaS)
- Elements: Live chat
- Test run by: [EZ Texting](https://liftarchive.com/practitioners/ez-texting/)
- Commentary by: LiftArchive (our analysis, not theirs)
- Original source: https://wingify.com/success-stories/ez-texting/
- Page: https://liftarchive.com/test/ez-texting-signup-live-chat-widget/

Adding a live chat widget beside the sign-up form lifted sign-ups by 31%. EZ Texting, an SMS marketing software company, ran this A/B test, and it was published as a VWO case study. Visitors could ask a question before signing up instead of leaving.

## Result

**+31% sign-ups**

- Sign-ups: +31%.
- Sample size, duration and confidence were not shared.
- There's no data on how many visitors actually used the chat.

## Control

The sign-up page showed the form with no live chat.

## Variant

The same sign-up page with an Olark live chat widget placed beside the form.

## Why it likely won (our reading)

- People often have one last question before they commit, such as about pricing or setup. Chat answers it on the spot.
- A visible chat box shows that real people are behind the product, which can make a sign-up feel lower risk.
- It was placed right next to the form, so help was on offer at the moment visitors were deciding.

## Caveats

The case study does not share sample size, test length or confidence, and it was published by the testing vendor.

## How to run this test

- Hypothesis: If we add live chat beside the sign-up form, then more visitors will finish signing up, because they can get last-minute questions answered without leaving.
- Primary metric: Completed sign-ups
- Guardrail: Chat volume and support cost per sign-up
- Guardrail: Sign-up form start rate
- Guardrail: Page load time
- Who should test it: SaaS companies whose buyers often have questions before signing up, and who can staff chat during busy hours. If chat goes unanswered, it may hurt trust instead.

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Credit: EZ Texting ran this test and owns the result. Summary and commentary by LiftArchive (https://liftarchive.com/test/ez-texting-signup-live-chat-widget/).
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.