Why Ready-to-Buy Shoppers Still Bounce
Most retailers invest heavily in driving traffic to their site — paid ads, SEO, email campaigns — but lose buyers at the final step. Not because shoppers aren't interested, but because they have one last blocking question that's hard to answer.
We analyzed months of Remark chat data to understand which conversation topics drive the highest conversion rates. The results reveal something critical: the highest-converting conversations aren't about product education or browsing — they're about removing friction at decision time.
The 5 Topics That Close Sales
The chart above shows the five chat topics with the highest conversion rates. Notice the pattern: all five are late-funnel, purchase-ready questions.
- Discount Codes -- "Do you have any promos running?"
- Promotions/Sales -- "Is this item part of the sale?"
- Sizing/Fit -- "Will this run true to size for me?"
- Shipping -- "When will this arrive?"
- Availability/Stock -- "Do you have a medium in black?"
These aren't shoppers doing research. They've already decided they want the product. They just need confirmation on one final detail before clicking ‘Add to Cart’.
Why Generic FAQ Pages and Sizing Charts Don't Convert
Here's the problem: answers to most of these questions technically exist on brand sites — buried in FAQ sections, generic sizing charts, or shipping policy pages. But static content can't adapt to individual contexts.
A sizing chart lists measurements but won't tell a shopper whether the jacket runs small for their build. An FAQ explains shipping policies but won't confirm if an item arrives in time for a birthday next week.
Shoppers asking about discount eligibility, precise sizing, shipping windows, and stock availability are signaling clear buying intent. If your site makes them hunt for personalized answers, you're losing ready-to-buy customers.
Interested in learning more about what your shoppers are asking? Let's chat.
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