Using live chat can be an incredibly powerful tool for interacting with your eCommerce visitors and customers. Many eCommerce retailers can be wary of live chat, presuming that it’s usually obtrusive, too forceful as a sales tactic and can drive customers away. While this can be the case, if you think carefully about how you’d like to use live chat, and implement the right solution for you, it can increase customer satisfaction and boost your sales.
It’s not very often that you get good quality, qualitative feedback for your eCommerce site, so take advantage of any points raised by your live chat customers. For example, if similar queries on a certain product keep cropping up in live chat, it may be a good idea to add this information to the product page. Or, if customers keep asking questions about the checkout process, you may want to look into simplifying or testing different variations of your checkout.
your site, once their query has been resolved of course.
and mortar store. Without any face
the way you interact, customers are more likely to leave happy and then they’re more likely to return in future. A good live chat experience can be extremely positive, but a bad one may turn customers away from your store for good
There are many different live chat solutions on the market and all have different functionality, benefits and drawbacks. Selecting the right live chat software for your eCommerce store is very important for ensuring you can use live chat in the way that you want, without paying over the odds.
is a live chat solution aimed mostly at eCommerce. It provides a standard live chat functionality for your site, along with video chat and email integration options (in it’s more expensive packages). Bold for the first time
takes things to the next level for eCommerce stores looking for more in depth analytics and sentiment analysis. This allows the live chat software to assess your customer’s mood based on trigger words in their responses. Something that could be more useful for complex conversations or customer problems.
provides an integrated help desk solution as well as live chat. It allows you to access customer information, emails, chat and any other communication all in one place. For larger eCommerce businesses looking to keep track of all of their customer interaction, Kayako offers the perfect solution.
requesting call-backs and SMS.
provides Shopify users with a fully featured customer service system for their eCommerce store. It gives you one, unified dashboard and contact form for all of your live chat and email communications. Their dashboard also provides a one stop shop for your customer communication.
Start your planning now with our free, comprehensive 2019 eCommerce Calendar.