7 Reasons Why Live Chat Works for Your eCommerce Websites
As customers arrive on your website, they read, process, interpret the information and decide based on the ‘just formed perception,’ whether to place an order or not. Most questions come into play during this buying decision. How instant and precise you answer their questions can make or break that sale. This is where live chat steps in which, more often than not, closes deals on your websites. Here are 7 reasons why live chat works for your eCommerce websites:
Maximize Potential Sales
Live chat for e-commerce spices up your growth hacking campaign by cutting off customer’s pain points. Our brains love quick fulfillment. Letting your customers feel you can solve their problems instantly, entices them to buy your product. Email communication? Nope. ‘Customers hate to wait’ unless there’s a discount in waiting.
Increase Conversion Rate
Online business is about converting visitors into customers. Most, if not all, eCommerce web owners know how to play this game (SEO, Inbound Marketing, Conversion Optimization and more marketing stuff proven to increase conversion rate.) In customer’s perspective, they see no much difference after all. What influences their buying decision is something that gives an impression of “Wow!” Live chat, such as Offerchat, provides that seamless experience between you and your web visitors by direct engagement through ‘real time chat’ on the web page itself. That enables you to answer all the questions they’ve come across while browsing the site, turning them into customers.
Leverage Customer Satisfaction
Live chat improves customer experience. Timely response contributes to the customer’s level of satisfaction. And they love to get assisted than do self-service. Good customer experience boosts retention, and creates loyal customers. Emarketer.com survey says the same, “Fully 63% of respondents who chatted said they were more likely to return to the site, and 62% reported being more likely to purchase from the site again.” Plus, happy customers produce leads that eventually turn into new buyers.
Analyze Visitors Navigation Behavior
Live chat serves also as your visitor’s navigation behavior analytics in real time –track which pages they visit most and which ones they never browsed. Or in your checkout page, monitor which of your products are mostly abandoned along with other items in the shopping cart.
Receive Immediate Feedback from Customers
Customer feedback provides valuable insight for your business. With live chat, you can receive immediate feedback from your customers whether they’re happy or not. It helps you determine what they want and what they don’t like. Thus guides you in measuring customers’ level of satisfaction to gauge and improve the team’s support performance.
Reduce Shopping Cart Abandonment Rate
According to Forrester Research, “Over 66% of all shopping carts are abandoned for service related issues.” They may seek very important information which is not provided on your website or they may get confused in your checkout processes. They must have an immediate assistance on their most critical points of buying decisions.
Cuts Down Cost
With live chat support, you don’t necessarily need to hire many chat representatives to cover every chat request on your eCommerce sites. One agent can handle up to 3 concurrent chats in recommended maximum. That’s pretty cost wise. Turn pain points into profit by getting typical customer issues resolved with live chat. Though, keep it in mind that the concept of live chat is ‘instant’. Improve your response rate, walk them through and never miss out on valuable sales!