5 Live Chat Benefits That Happen For Online Stores When Done Right

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 an eCommerce live chat option. One of the best benefits of a live chat option for your online shop is that it creates a personal touch.

Let’s dive in here are the top benefits of live chat for eCommerce stores.

Live chat answers questions quickly

Impress online shoppers by quickly answer questions, while they are browsing your store. If they happen to have a question about a product. It’s very convenient for them to click the chatbox to talk to someone. Which can lead to an increase in sales!

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.

Live chat maximizes 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.

Live chat gives you helpful benefit 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 point of view of their experience.

Live chat creates 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.

Especially with so many new customers doing business online. They will most likely have questions and so by providing a live chat option for your eCommerce store. It will help them feel more comfortable making a purchase with your business.

Here are some live chat options for Shopify & WordPress.

The best live chat app for Shopify

There are so many options to choose from but here are some great live chat apps for Shopify.

  • Tidio Live Chat – Is easy to install and lets you manage messages via live chat, e-mail & FB messenger. There is also an App so that you can quickly engage with customers. Without being at your computer! You can even use some of Tidio’s advanced features and use chatbots to recover abandoned carts plus more. The introductory plan is free.
  • Chatra – Is great if you have some simple needs for your online store chat. It’s easy to set up and it’s aesthetically pleasing for the minimalist. Plus it gives you additional features when you upgrade to a monthly plan. The basic features are free forever.
  • Facebook Messenger – is great for those that do a lot of business via their FB profiles. Using the FB messenger app will allow you to keep your conversions in one place. This app is free.

The great thing about these apps is that they also work with WordPress. So if you are using WooCommerce for your eCommerce solution you can use these apps as well.

How to install live chat on Shopify

Installing a live chat app on Shopify is easy. Login to your Shopify store.

On the left-hand panel click “Apps” then click Visit the Shopify App Store.

In the search box type the chat app you want, then click the app name. Then click Add app.

Follow the remaining instructions.

How to install live chat on WordPress

With WordPress you’ll need to create an account with the chat software you’d like to install. Then get the embed code and install it on your website.

Where you install it on your WordPress site can vary depending on your theme.

So follow the recommended instructions found on the chat software’s website for instructions.

Overall there are massive benefits to using live chat for your eCommerce store. Consider adding an eCommerce 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.


Hi, I'm Karen, the founder + strategist/Shopify expert behind The May Creative. I help modern luxury & lifestyle product-based business owners craft an elevated Shopify website experience. So they can scale their business & reach their next level of success. Connect to learn more about working together. Or check out the other articles below and listen to the podcast.


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