Looking for another way to impress your customers? Find out what are the benefits of live chat for eCommerce.
Besides having a strategic website, you can create a great experience by using a live chat option. One of the benefits of a live chat option for your online shop is that it creates a personal touch.
Answer Questions Quickly
90% of consumers rate an “immediate” response as important or very important when they have a customer service question. (Source)
Using a live chat feature on your website can help you take care of your customers quickly and help them check out faster. Instead of them abandoning their cart for another site they’ll be more likely to complete their transaction with you.
Now you might be thinking, “I can’t be online all the time.”
Don’t worry you don’t have to be! Just be present during your high traffic times. Study your analytics, if you find that on Tuesdays you tend to have a high amount of traffic from 1 pm – 3 pm. Make sure you are available to chat and help support customers during those times.
Maximize product sales & launches
Are you planning a launch for new products? Staff your live chat hours doing your launch to help sell more products.
If you have related items that coincide with your new product, you can easily upsell existing inventory.
Upselling on e-commerce sites performs 20 times better than cross-selling (Source)
While chatting and answering questions make suggestions of items that would increase an upsell.
Gain helpful insights
Often times you can gain useful information from your audience just from talking to them. Having a live chat option on your site can help you uncover opportunities that can help you improve your business.
Maybe you’ll find out that your customers are desiring something different or that a lot of people seem to have the same questions.
Use the insights gained from your chat to help improve your website, products, offers, etc.
There is nothing like getting real answers from the people that support you the most. Yes, you could do surveys but people tend to respond with expected answers. Catching them in the moment will get you a more authentic
Create a personalized experience
We touched on this a bit earlier but having a live chat option on your site creates a personalized experience. Helping your customers understand that there are real people behind the business that cares about them.
It can be easy to create this disconnect with technology, though convenient, it doesn’t beat a true human to human connection.
So consider adding a live chat to your shop to help improve your customer experience and humanize your brand. You’ll be able to convert more sales and turn customers into a loyal audience a lot faster.
Don’t leave the opportunity that they’ll find a better experience with someone else.