eCommerce and Live Chat :: Why and Must | MoreCustomersApp
Benefits of LiveChat in eComm Store

The eCommerce industry is growing a lot. You surely might be following all the techniques to grow your eCommerce store but do you have live chat options on your eCommerce website? If not, you are missing a lot.

We are going to talk about how you can increase the number of sales on your eCommerce website and provide better support. We are going to talk about Live chat and we will see the topmost reasons why you should add live chat to your website especially if you have an eCommerce store.

What is Live Chat?

Live chat is a way using which your customers can directly talk to you just like the chat on social media websites. A small chat window will pop up on the sidebar. Visitors can send a message and one of your team members can reply to the conversation.

Why eCommerce needs Live Chat?

An eCommerce website has all the information a customer needs then why they need a live chat?

That’s what most people think. However, this is so not true. People still have many doubts especially if you are a new eCommerce business. A live chat will give instant solutions to your visitor’s query. Therefore, they are more likely to buy from you. If you don’t provide the solution on time, someone else will and you will lose the customer. Therefore, you should integrate live chat on your website.

Benefits of Live Chat on your Online Store

There are many benefits of having live chat on your line store.

a. Live Chat adds Human touch and saves time for both Buyer and Seller

No matter how much advanced your website is, a small human touch will increase trust. Even if your website is not that advanced but you have got the best support via live chat, there are good chances that customers will purchase from you. After all, we all are humans and will feel connected when there is a human touch. Instant notifications or replies add feathers to your Store. Customers feel they are welcomed properly and feel homely while shopping in your store. Even if there is a Bot answering your customers all questions, still visitors feel they are attended as if there is a person on the other side of the window.

b. Provides Faster Resolution to Buyer’s query during their online purchase journey

Faster resolution through online purchase journey

It’s all about the speed after all. Buyers want quick replies. Many advanced tools are available that tracks each and every activity of visitors on your site. We can even analyze how much time they are spending on the product page or what button they are or going to click. Such advanced tool helps a lot in converting visits to sales. With such tools, you can grab this opportunity and help visitors choose the right product and eventually make a purchase. As you might have already noticed, when someone searches for a term, Google will automatically start showing them ads about the same product. So, if a buyer doesn’t get a proper solution to their query, Google will show some ads and you will lose the customer.
Therefore, live chat is a must for an eCommerce store. It will give you the ability to reply as quickly as possible to your customer.

c. Reduces your customer support expenses

customersupport with live chat

Customer support will cost you a lot of money in terms of human labor, well equipped paid software, physical locations,etc. Instead, what you can do is integrate one of the free live chats such as Facebook, WhatsApp, etc. This will not cost you anything but you can still take the advantages of live chat features. Even if you plan to go with the paid live chat tool, it will still cost you less. As you can offer pre-sale and post-sale support with it. It will increase the conversation ratio. Most people don’t buy from you because of some doubts. If you give a solution to their queries, they are more likely to convert into your customers. Many buyers return to the store seeing apt customer services.

d. Better means of customer engagement and build a brand

It will automatically increase customer engagement and increase brand awareness. Live chat has a human touch and increases brand credibility. If you have a long-term vision of building a brand, Live chat is going to help you a lot. Also, it increases engagement with the customers. So, the customers will order again from the same website. As a result, your revenue will go up.Did we mention that you can also collect emails from Live chat? Once you have their email, you can start email marketing. Email Marketing is one such area where customer engagements are done effectively. This will help you in generating more sales. Not to mention, if you are selling a high-ticket product, you can also call them. Don’t forget to ask for their phone number in such cases. Hence proper chat tools give many good options to increase traffic on our store and eventually have more lead generation and in turn conversions.

To conclude, there are a couple of reasons why you should get live chat. You can use platforms like Twilio or Tawk.To integrate live chat. Lastly, if you don’t want to spend more money, Facebook messenger live chat or WhatsApp live chat is enough to start with. Later on, when you start making enough sales, you can go with the premium platform.


Build Your Online Store Today And Grow Your Business