eCommerce Live Chat

The Importance of eCommerce Live Chat on your Store


When you run an eCommerce store, you need to ensure that your customers have the best experience possible – as this is what is going to make them come back to use your store time after time. With this being the case, one of the key things that you need to focus on is your customer service that you can provide while your customers are using your website, as this is what will help your potential customers if something should go wrong during their visit. The more satisfied they are with the service that you provide, the more likely they are to be satisfied with their experience overall, and this means that you can look forward to seeing them again soon. Not only this, but if your customers are happy with the experience that you have provided for them, they are also much more likely to recommend your website to other people – and word of mouth is always going to be one of the most important marketing strategies that you have.

One of the best things to offer your customers is eCommerce live chat – however this is something that many stores currently don’t have available. This blog will tell you about the reasons that live chat is so important, and exactly why it can bring more satisfaction to the people who visit your eCommerce store. So, if eCommerce live chat is something that you are currently thinking about offering, this should help you to decide whether it is something that would benefit your customers in the long term.

Customers like things that are convenient

Nobody likes having to make unnecessary effort to get what they’re looking for, and this is no different when you’re using a website. If something goes wrong, customers want to be able to deal with it quickly and efficiently, and this means that eCommerce live chat is a great thing to be able to offer when something does go wrong. Recent research has found that a significant 44% of website users claim that having this type of chat available is one of the most important things about a website, and with this being the case it makes sense to utilise it as an option for your own online store. The reason that it is so convenient is because somebody is there to help whenever you need them, at just one click of a button. It also means that there is no phone number to call, which means that customers do not have to go and get their phone whenever they wish to get in contact with anyone about the order that they are trying to place. It is also means that the customer service that they seek is likely to be free, and this might not always be the case with a phone.

eCommerce Live Chat

eCommerce live chat is likely to cost your company less than other types of customer support

Because live chat can deal with customer issues as and when they occur at any point in the buying process, it is likely to offer a more affordable solution to customer service. It means that your staff are likely to spend less time on the phone, and this type of support is much cheaper for you in the long term, as there are next to no running costs at all other than paying the actual staff who offer the support.

In addition to this, whereas a phone operator can only deal with one call at any time, a eCommerce live chat operator will be able to talk to multiple customers at once, meaning that provided your eCommerce store is of a reasonable size, you may only actually need one person to take care of all of the requests for help that you get. Thanks to the fact that multiple conversations can take place at once, you will find that waiting times are cut to next to nothing, which is much better than it would have been if your customers’ requests had been waiting in line at a call centre.

You will be able to increase the number of sales that you make

If a user is struggling with a particular aspect of using your website, you could find that they will stop trying to complete the sale unless they are able to get the help that they need in order to make the purchase. Because in this day and age we want everything as quickly as we can possibly get it, it means that we are often unwilling to wait any longer than necessary – meaning that immediately available eCommerce live chat is a very important thing to be able to provide for your customers. This means that there is always somebody on hand who will be able to walk them through every single step of their purchase when needed, and this makes it much more likely that goods will be bought at the end of the process.

Not only this, but whilst talking to customers, it is the perfect opportunity for you to recommend other products that you think your customers might like. There may be many things on your website that they have not seen, and this means that they would appreciate you recommending them. They may then choose to add things to their basket that they would never otherwise have even thought about, and this means that you will have made more sales at the end of the discussion.

You are likely to be able to inch ahead of your competition

Although there are many reasons that eCommerce live chat is a great thing to have on your website, the fact still remains that a large portion of businesses currently do not offer this, and this means that if you are able to provide a live chat service, you may be able to inch ahead of them and ultimately improve your own business when up against others in the industry. When you consider the reasons that customers like eCommerce live chat, you will see that it makes a lot of sense to provide this service when you can, as it means that the customers who come to your website will be much more likely to have a positive experience, and will therefore choose to remain loyal to you and your brand.

You will be able to gain great feedback about the usability of your website

When you have a service for your customers to talk to you about the issues that they face when using your website, you will find that you can see trends in the issues that come up time after time. There may be problems with your website that need to be fixed, and if you are able to use eCommerce live chat to bring these to your attention, you can get them sorted out as soon as possible. It gives you the chance to see what really annoys your customers about using your website – as there are bound to be some issues – and you will then be able to shape their experience into something more positive in the future.

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How to make eCommerce live chat work for you

Although there are many reasons that eCommerce live chat is the perfect option for you, simply adding it to your website isn’t enough. If you are adding chatting to the job description of a staff member, it is important that they are trained on how to respond to issues that arise, and this means that they will be able to deal with them in the best possible way.

Not only this, but you also need to think about the times during which your eCommerce live chat is available. If you simply use normal UK office hours, but you often ship abroad, you may find that a large portion of your demographic simply aren’t catered for, so it may be worth making sure that you have staff over different time zones so that your live chat can be covered at all times.

You should also make sure that your customers are able to fit the chat to suit their own needs. This could include things like changing the colour of the text, the size of the text, and even the size of the actual text box itself. Everybody has an idea of what a chat box should look like, and if your customers are able to change your chat box to suit their own needs, they are likely to get a much better experience from your service.

Ultimately, it seems to make a lot of sense to ensure that you have a good quality live chat service up and running on your website, as it can certainly be used to increase customer satisfaction which is likely to improve satisfaction with your website in the long term. In turn, this will boost your sales, meaning that your store will go from strength to strength, so when you consider just how simple it could be to install eCommerce live chat into your store, you are sure to see that it makes sense to add it as a feature if you can.

What is the best app for eCommerce live chat

To date the best application for eCommerce live chat on your store has to be Tidio and it has become the most popular app of its kind for a reason. It has all the functionality you would expect from a chat service with a lot more clever functions included. It will display a full list of the people currently visiting your store showing you where they are browsing from and even what language they speak. Unlike some apps Tidio is fully compatible for user’s browsing on a mobile and it is tailored to all makes and models so you will never miss out on closing that sale. Even if you can no man the chat 24/7 customers will be able to send you a message and will be instructed that you will get back to them as soon as you can.

eCommerce Live Chat

Another handy feature that Tidio offers which is great for interaction with the clients is the automatic message system. this is where a message will pop up to the client automatically to all clients. e.g after they have been on your store for 15 seconds a message will pop up saying ” Hello, can we assist you with anything today”. The Multi language support is phenomenal as it will display the conversation in the language of your client. To speed Up your response to your clients you can also see what they are typing live even before they have sent it so you will be able to answer a lot quicker than they will be expecting.


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