How Live Chat Integration can Help Your Ecommerce Store to Boost Sales

There are plenty of factors that are inviting customers to switch to online shopping instead of visiting a brick-and-mortar store. Ecommerce stores are considering the option to boost live chat to gain popularity in the coming years and help business owners expand their wings.

In order to stay ahead of in the competition, it is necessary for you to implement some tools that can make the customer experience better and also help to drive more sales to the store.

There are different ways to boost the sales of your e-commerce store. the blog will shed light on the efficiency of live chat integration to boost online sales.

How does Live Chat Boost work for your Online Store? 

You must have encountered live chat examples on several websites. That little pop-up on the bottom right corner, that has messages like, “How can I help you?”, or any form filling out which can provide information on price quote is an example of live chat integration on a website.

Live chat integration in your ecommerce development store is a great way to generate sales as it offers instant assistance to customers if used in a proper way.

Typically, live can be integrated into your website as a widget that is customised to align with the brand personality. When a user clicks on the chat widget and submits the inquiry, they will be promptly linked with an agent capable of providing real-time assistance.

Live chat differs from chatbots. They (chatbots) replicate human conversations through automated responses. In a live chat setting, your users have the opportunity to engage directly with a human representative from your company. This representative can address their (customers’) inquiries and provide support. Occasionally, a chat tool may utilise automated responses initially to understand the nature of the query before guiding users to a real person for further assistance.

Here are some live chat stats that show the benefits to boost live chat.

Live chat boosts the conversion rate when done thoughtfully. It can be the required component to play an important role in capturing more leads that result in conversion.

Before, we go further, here are some stats to show live chat’s importance on conversion.

• 63% of customers admit they would like to visit a site that offers a live chat option compared to those websites that do not.
• 53% of consumers would like to abandon their carts if they don’t find answers to their queries.
• Live chats have helped in gaining leads adding to 48% increased conversion rates.
• 44% of consumers have admitted getting their query resolved by a live person when they are in the middle of shopping.

Now, let’s dive deep into understanding the role of live chat in boosting online sales. The blog will round up various options for you to provide an overview of how live chat can boost ecommerce business:

Delivers a Personal Experience:

A brick-and-mortar experience is all about customer service, human interaction, guidance to the visitors, recommendations and more. All these experiences can be easily delivered on an e-commerce website with live chat integration.

Instead of leaving customers to pursue in isolation, boost live chats to help them choose the right product, offer alternatives, and solve any queries in an effective way. Offering this on the home page makes the visitors feel welcome on your ecommerce store.

Helps to Reduce Shopping Cart Abandonment:

Imagine you walk into a brick-and-mortar store and don’t find anyone who can guide you to purchase the product. What will you do? Leave the store and go to the next, obviously. The case is similar to an e-commerce website. In case your doubts or queries are not answered, you will most probably switch to another site. Luckily, you have the live chat box option that offers solutions to help combat shopping cart abandonment.

Features like visitor segmentation, recommendations and a proactive chat can keep your visitors engaged during the different states of the customer journey and help ecommerce vendors boost their sales online.

Builds Trust through the Live Chat Interface:

You can ask your ecommerce development company in the U.K. to integrate a live chat into your site, but can it help to build your brand reputation? When it comes to your customers they would definitely like a medium to interact with you. It helps them build a sort of trust with your brand.

Since live chat helps to solve issues that visitors might face, it is an essential component that helps to increase online sales as well. It makes customers feel comfortable with services and will also help them to trust the brand.

Once you engage them in a personalised conversation, they are going to consider recommendations that can give a credible and ultimate shopping experience.

Also Read:How Magento Supports the Development of an Ecommerce Mobile App

Helps in Identifying the Pain Points:

It’s very important to personalise the sales approach and ensure that you are building trust through branding. If you are truly looking to increase online sales by using live chat, then start identifying the pain points. It is through your e-commerce live chat option that you can gain insight into any loopholes in your business strategy and review them to boost the conversion rate.

Live chat boosts online sales along with evaluating losses. This makes it easy for website owners to introduce changes in business strategies.

Stay Available 24/7 Through AI:

About 58% of the shoppers turn to e-commerce store rather than choosing to visit a physical store. Their 24/7 availability makes it easy for owners to aid when required to users. Today’s buyers are busy and don’t have much time to visit physical stores. Since e-commerce stores deliver products to doorsteps, it saves a lot of time for shoppers.  Live chat together with AI has helped businesses to connect their visitors with agents and also allow them to use chatbot offerings.

Live chat on its own can save huge investments for companies while helping them to engage with clients anytime anywhere. Effective chatbots also serve as an advanced knowledge base that helps visitors with answers to their queries about shipping costs, return policy, delivery times and more.

Tracking client behaviours and shaping content

When you boost live chat, it provides an added advantage of gaining insights into your audience’s behaviour in addition to enhancing convenience for users. For instance, you can monitor the specific page a user was on when opting for the live chat feature. This information provides a more comprehensive understanding of how individuals navigate through your website and when they encounter queries.

Added to that, by analysing the questions received through live chat, you may pinpoint any deficiencies in your content and address them. This could involve supplementing additional information to an existing page, rephrasing content for clarity, or creating a new page specifically to address users.

Immediate answers

This is an era of instant communication. Any delay in response can cost clients a loss in revenue. Therefore, to keep them delighted with your services, e-commerce companies need to serve clients immediately for their concerns. Live chat can help companies to provide immediate assistance in the form of answers they may have.

Instant replies to the queries of clients can give them reasons to stay on the website for longer. They will have a sense of belongingness, which will further influence them to discover the services and probably add to the required conversion.

The human touch

People trust the guidance from other people. And that is true for digital marketing services as well. Even though AI-powered chatbots have become the rage for common queries, more complex queries still require an experienced professional to handle the situation.

Personal communication can build users’ trust in the services and give them a reason to trust the brand as well. This trust can help convince clients to buy the services in the long run. Live chat can also help to persuade prospects to convince them for services.

A proactive approach

Prospects land on websites to get information. They have various queries that need immediate consultation. Live chat offers that proactive option allowing people to get exclusive information as desired. By sending personalised triggers to prospects, live chats can help clients spend more time on pages they have landed upon.

For instance, a prospect lands on the pricing page of a website. That ensures the lead is looking for information regarding price and can be provided with more information to assist them properly.

Here a proactive approach to talking to clients and providing them with all the required information can help in getting their attention to the services. Welcoming messages with automated greetings can help get clients’ attention.

Communicating brand value

Brands have unique value propositions that clients must be acquainted with to help them understand brand value. When brands boost live chat, it becomes the right communication tool for them to convey the unique value that a brand holds. Added to that, live chat conveys a clear and inspiring brand message that has all the potential to motivate clients for getting services.

Live chat gives that required option to brands that can be utilised for talking directly for the clients. While live chat offers a clear messaging option to brands it provides the needed information to the clients that helps them decide whether or not to hire services.

Live chat saves cost

Live chat offers immediate resolutions to all customers and visitor inquiries directly on the website. Companies utilising live chat have experienced an overall decrease in customer service cost. Tools like live chat are not only straightforward to implement but also significantly more cost-effective compared to other support channels such as phone and email.

As per Forrester’s study, there is a “305% return on investment from proactive sales chat with a payback period of 6 months.” Live chat effectively addresses buyer needs by swiftly answering questions, ultimately preserving potential sales. In line with research conducted by the American Marketing Association, the incorporation of live chat on a company’s website can boost conversions by up to 20%.

Live chat ensures a robust sales strategy

Lead generation stands as a crucial element in any business operation. Whether operating as a small business or an enterprise, live chat has the potential to emerge as a vital component of your sales toolkit. The outcomes derived from live chat can swiftly be assessed, contributing to an enhanced sales conversion.

Integrating live chat into your sales funnel proves instrumental in capturing a greater number of sales leads, thereby yielding a higher return on investment (RoI). It transforms from being merely a cost centre to functioning as a revenue centre.

Live chat reduces cart abandonment

Leveraging live chat invitations has a substantial impact on optimising conversion rates. These invitations comprise concise, personalised messages designed to prompt customers to initiate a conversation. They can be applied in various scenarios, such as crafting a greeting for someone navigating between two similar products. In these instances, offering assistance in decision-making can potentially guide them toward making a purchase.

Added to that, providing a better checkout option can help to reduce the friction. When the process of ordering is hassle-free for customers, it adds to their experience helping the brand sustain successfully where there can be a potential drop out (of customer).

In Conclusion

The chatbot ecosystem has already expanded and is continuously gaining traction among new companies coming into the industry. The effectivity of sales is easy to increase when you boost live chat on your e-commerce stores. Effective live chat boot tools can help increase the store browsing experience for users.

Based on the size of the business and the scope of your need, implementing a chatbot can propel your business in the right direction. This will ensure that your customers are satisfied and fulfilled with the services your brand is providing to them.