Should I use live chat on my e-commerce store?

“Should I use live chat on my ecommerce store?”If this question has bothered you, read this article to get all your live chat-related queries answered.

Introduction

One of the most significant game changers in ecommerce has been the advent of live chat. You must provide real-time help to your customers to improve their shopping experience, promote sales, and increase your customer retention rate.

The statistics show that customers who use online chat support to contact you have a higher conversion rate,r average order value, and lifetime value. Customers tend to prefer live chat on my ecommerce store in comparison to other forms of customer support, such as telephone and email.  

Over 63% of users claim that live chat widgets on websites increase their likelihood of making a purchase, and about 60% say they are more likely to return to a live chat-enabled website. Would you want live chat on my ecommerce store? Yes, definitely!

Unfortunately, many online stores don’t use a live chat facility on their websites, regardless of customer preferences. If you are one of these online business owners, we thought it would be interesting to highlight the benefits of implementing a live chat feature for your ecommerce store in this article. Let’s get started right away!

E-commerce Store Live Chat Benefits

Listed below are some of the core benefits of ecommerce live chat:

• Provide Customers With Frictionless Customer Service

Using a live chat on an ecommerce business allows your customers to engage with you in a simple and straightforward manner without interfering with their buying experience. To begin the conversation, go to the website and click on the live chat box. The live chat window is often easy to locate.

Furthermore, you may utilize the same terminology throughout your website, allowing your clients to continue the dialogue without having to change their thoughts.

• Ensure Your Customers Receive Immediate Service

A buying decision takes only a few seconds. Responding quickly to a customer’s question could mean the difference between selling and losing a contract.

When a customer walks into a traditional brick-and-mortar store with product questions, their requirements will most likely be met by a sales assistant who will answer their questions. Your online shoppers will enjoy the same in-person experience if you use live chat.

It would be quite expensive not to do so.

Customers who do not get their questions answered within 24 hours abandon their purchase, which amounts to 57% of all assets. Most people will find that switching to another store with similar offerings will be easier than waiting to call or send an email to get the correct answers to solve their problem. 

To prevent sales from slipping away, you can use online chat support for your ecommerce store, which allows availability and instant assistance.

• Provide Simultaneous Service to Multiple Customers

A customer support agent can only handle one issue at a time if we consider phone support. 

Live chat allows agents to converse simultaneously with multiple customers. Furthermore, you will be able to see the overall requests and decide in what order you would like to go about handling them. 

No matter what the case, you can ensure that your customers do not get stuck in a queue and instead get an answer to their queries within a reasonable amount of time. 12% of customers state lack of speed as the most significant frustration with customer service. Live chat can help you avoid this major pitfall by assisting you in resolving this issue as soon as possible.

• Leads Can Be Captured Even When You’re Offline.

You already know that your store will not only be visited by customers during the hours of operation. 

However, it is essential to be aware of the fact that not being online does not mean you will be able to lose leads. 

You won’t have to worry about this if you use your live chat feature to set up a form that can be accessed after hours. 

The system will simply prompt customers to fill in their contact information and ask a question. Once your team is back online, they will be able to respond to those questions as soon as they are available. 

As a business, it is essential to collect contact information from your visitors is crucial. Even if you are online, collecting contact information is the first step to nurturing your relationship and converting them into loyal customers.

Conclusion

To conclude, you have finally found the answer: “should I use live chat on my ecommerce store?” 

A live chat is an effective and economical way to improve the customer experience, differentiate yourself from your competitors, and ultimately increase sales for your ecommerce store. 

In terms of starting a conversation with online shoppers and building trust, there is no doubt that this is the best platform for you. In the end, it is these relationships that will determine whether your ecommerce store is a success or not.

If you own an ecommerce store and willing to integrate live chat on your website, consider Skylink’s cube from Temasys.

With Temasys’ Skylinks cube, you can easily integrate a live chat function on your website so that your customers can experience efficient and practical support, generating leads and making your ecommerce store successful.