Why Should E-commerce Companies Use Live Chat

We live in a digital world where customers have become accustomed to instant gratification. When they have a question, they want an answer right away. They expect companies to respond quickly and efficiently. This is why it's so important for e-commerce companies to use live chat as part of their customer service strategy; it helps keep the customer happy and satisfied with their purchase.

Live chat allows you to find out what your customers need without them having to leave your site or fill out lengthy contact forms that may seem like too much work for them at the moment. It creates an atmosphere of convenience, in which the customer can get exactly what they want with little to no effort.

Live chat software can be installed on any website in minutes and allows customers to ask questions or make purchases without having to leave the site. We'll discuss how e-commerce companies can benefit from using live chat software, as well as some of the best features that live chat provides.

E-commerce companies can use live chat software to keep customers on their sites and interact with them in a familiar, friendly environment. You can have a live agent do everything from offering helpful suggestions of other products that may be of interest, sending the customer coupons or promotions, or even performing product demonstrations if it's a software company. In this way, live chat enables e-commerce companies to engage with their customers and personalize the user experience.

Live chat has become the fastest-growing customer service tool offered by leading websites. As more people shop online, they expect support to be available 24 hours a day. Many e-commerce companies are offering live chat as an instant response program that allows agents to connect with customers in real-time.

Benefits of Live Chat for eCommerce Stores

Live chat facilitates two-way communication. Using live chat tools, store owners can engage with visitors and respond to questions in real-time. Customer satisfaction is greatly improved when shoppers can get immediate assistance.

Live Chat Reduces Shopping Cart Abandonment.

Customers who receive quality assistance are more likely to buy and less like to abandon their shopping carts before checkout. This reduces the number of sales lost due to poor customer service or lack of support, which is critical for companies that depend upon online sales.

Live Chat Improves Customer Loyalty

Customers enjoy the convenience of live chat, and it can be used to help shoppers quickly find answers that would have otherwise resulted in a customer service call or email.

Live Chat Increases Conversions

When a shopper can get their questions answered immediately, they are more likely to complete a purchase the first time through the website. This greatly reduces cart abandonment and compels shoppers to make a purchase.

A shopper is 3x more likely to buy from an online retailer that provides real-time chat support.

Live chat enables companies to be much more efficient in their customer service, which saves time and money during the holiday season when customer service can be overwhelmed by demand.

Live Chat Builds Customer Trust

Customers that get help right away are more likely to believe in the company and become loyal, regular customers.

As a result, live chat can have a positive impact on sales and revenue for e-commerce companies in the longer term.

Time-saver Technique for Customer Support

A user can contact the customer support team of a company using live chat and save time.

Live chat doesn't require the shopper to find and open the email, write down his request and send it via email.

They just need to share their concern with the support staff directly in the window that appears on your screen or through instant messaging.

A shopper can use live chat to make a purchase or ask for help related to a transaction.

It is very often the case that customers want their payments refunded, they need help with a shipment or return of goods - this is exactly what online retailers' customer service teams are busy with during the holiday season.

Get feedback from Your Customers for Free

A retailer can easily collect valuable feedback about their brand and product using live chat.

It helps to identify pain points your customers are experiencing, what they like/dislike about your products or services, how often they use them etc.

Reach Out to Inactive Users

One of the biggest online shopping trends is "showrooming" - where people are browsing products in the shop before clicking the buy button on their smartphones to order them from Amazon.

Live chat is a great way for retailers to get in touch with these users and convince them to come back to your website.

Take an example of Miss Selfridge, who noticed that live chat users were spending more money on the website. They decided to offer live chat users a discount, which resulted in more visitors using Miss Selfridge's webchat - and spending more money on the website!

Increase the Average Order Value of Your Customers

For most businesses, it's crucial to upsell their products on an already bought item or convince visitors to spend more money. By offering live chat, you can encourage shoppers to buy additional items - making them happier and more likely to return in the future.

As mentioned before, live chat can be a great way of encouraging shoppers to buy more products on your website. By offering this service, you will provide a more personal service and increase the satisfaction of your customers. This means they're likely to spend more money with you in the future - bringing you a bigger profit!

Live Chat is Essential for E-commerce Companies

Companies like Renren and Taobao are using live chat to increase their revenue. By implementing this service, they will see your return on investment more than double! And that is why more E-commerce companies should be getting involved with it.

Conclusion

Live chat is a great way for E-commerce companies to stay connected with their customers. It also allows them to provide quick and accurate customer service, as well as build rapport. For these reasons and more, live chat should be an integral part of your company’s digital marketing efforts. We would love the opportunity to help you integrate this technology into your business or share our insights on how it can benefit you in the future!