You’re probably ready to hear about a revolutionary topic that drives success for so many ecommerce stores. Live chats. And the store owners who aren’t using live chat then you are missing out its full potential to turn unsure browsers into buyers. Not only does it eliminate the process of answering the same questions over and over, but it also enhances the customer experience tenfold.

Human Touch in a Digital World:

In the online world, customers unfortunately miss out on the personal touch that comes with shopping in store. Live chats are used to bridge that gap. When a person enters your online store it’s not common that they will be greeted, but it can actually work wonders. It instantly humanizes the experience and makes your brand more approachable.

Answering Questions, Instantly:

As we all know, one of the biggest roadblocks when online shopping is all those pesky unanswered questions. With live chat you are available exactly when your customer needs you. So there’s no sitting and waiting for hours or sometimes days for an email response. Customers who have questions or concerns that want to know instantly, and the thought of having to wait might actually turn into them not buying at all.

Turning Conversations into Conversions:

Here’s the best part. Live chat isn’t just used for answering questions: they are a very powerful conversion tool. By using live chat to assist your potential customers through their purchasing journey, you have the opportunity to suggest related products, upsell, cross sell or recommend a higher value product. As well as offer discounts or assist them with checking out, all of which decreased abandonment rates.

Problem-Solving, the Easy Way:

Start thinking of live chat as a customer service manager. When a customer is faced with an issue, whether it be technical or shopping related, they can get in touch instantly. This is where your live chat swoops in to resolve this problem in the nick of time. Avoiding any kind of website bouncing or abandonment of their cart, that what you have saved a sale and earned yourself a satisfied customer.

Elevating Customer Satisfaction:

Happy customers are loyal customers. When you consistently provide outstanding live chat support, then you are not just solidifying your first purchase, but you are building brand loyalty and repeat purchasing. Customers always remember those exceptional experiences with brands and most of the time they will come back again and leave 5-star reviews.

Data-Driven Improvements:

Live chat isn’t just for conversations, they can also be data mines. You can analyze your chat transcripts to audit the recurring issues or questions that you have been receiving in your live chats to determine areas of improvement. If you see holes in your data you can then build up your content, images or pages to help alleviate those concerns.

Proactive Engagement:

You should never wait for a customer to initiate a chat, as most of the time they won’t even know it’s there. You should always greet your customers as they enter your site, and let them know that you are these to assist them.

Mobile Optimization:

Remember that 80% of people use their mobile to shop, so that means you need to optimize your chat so that it’s user friendly on all devices.

24/7 Availability:

Online shopping is a 24/7 gig. Where you need to be available all the time. Your live chat should have a function that allows you to still answer questions outside of your trading hours to assist with any out of office enquiries that might come in. Just remember that not everyone works and shops within the 9-5, so you should always be available to help out when need be.

Train Your Chat Heroes:

Lastly, don’t forget that your live chat reflects your brand. So make sure your chat bot or chat admins keep your interactions as the face of your brand. Train them well enough so that they know your store like the back of their hand. As well as an understanding of professionalism and etiquette when speaking with customers. Fully embrace live chat, use it and watch your store dominate!