4 Reasons to Incorporate Live Chat in Your Ecommerce Store

Live chat can be one of the best ways to answer questions quickly, overcome any barriers to making sales online, and even get feedback on your eCommerce website. Live chat can easily be implemented into your eCommerce site with a single line of JavaScript that allows you or your customer service staff to connect instantly with your online shoppers. Here are some of the reasons to include a live chat function on your eCommerce website.

People are Comfortable with Chat

One of the main benefits of live chat is that most people are comfortable using it. Chances are that your potential customers are live chatting, texting, and messaging every day. And although customer service questions and inquiries are still more likely to be done via email or phone, around 40% of customers have used a live chat function, according to a study conducted by Gladly in 2018.

Quick Service

Another great reason to consider implementing live chat on your eCommerce store is that it’s a good way to offer a quick and hassle-free type of customer service. Once somebody sends a message in the chat, you or your customer service representatives will know about it immediately. For small business owners and sole traders, you can even get most live chat apps on your phone so that you never miss a message and an opportunity to connect with your online customers. Or for larger businesses, you can work with customer service companies like https://wearewoven.com/ to make sure that chat queries are answered swiftly, even if you get large volumes.

Start Relationships

While many customers might open the chat and start a conversation so that they can get an answer to a specific question, you can use it as an opportunity to start relationships with potential shoppers and nurture your leads. For example, even if a customer doesn’t make a purchase on the day that they use the live chat function, you can still ask them to provide their email address to use the live chat, giving you a chance to invite them to join your mailing list and receive your email newsletter to keep them in the loop about promotions, deals, offers, and new products that they might be interested in.

It's Effective

Last but not least, live chat often mimics an in-person shopping experience, which makes it one of the most effective forms of customer service communication. Even if you are chatting to a customer who is not a serious shopper, it gives them the opportunity to ask some questions and find out more about your business that they may not have discovered had they been simply left to browse the site on their own. For example, you might be able to give potential customers more information about when products are likely to be back in stock or suggest alternative products that they might like if the one they are looking for is not available.

If you run an eCommerce website, then a live chat function is a simple yet effective method of providing better customer service and building better relationships with your customers.