Why you should use Live Chat for your eCommerce Website?

As a website owner, you are certainly aware of the fact that user experience is one of the most important things that can improve your business, especially when it comes to eCommerce websites. Providing your customers with the best user experience can not only offer them better support and make them more engaged in your brand, but it can also help you drive more conversions and increase your sales, ultimately helping you expand your business.

Incorporating live chat into your eCommerce website can benefit your business in a number of ways. Live chat is growing in popularity at a very fast pace, as 64% of consumers now expect to have the option of live chat while they are visiting websites on their mobile devices, and that number is even higher for desktop users.

If you start using live chat on your eCommerce website, Google will rank your website higher, since it places a higher value on websites with better user experience. Thus, you will not only help your customers by being available for all of the questions they may have, but you will also greatly help your SEO ranking. Let’s take a look at the benefits live chat can offer to your overall business and how it can improve your eCommerce site.

Customer Convenience

Live Chat - Customer Convenience

Having a live chat on your eCommerce website provides your customers with exceptional convenience, as they can get immediate help with any particular question or issue they may have, without having to search for help somewhere else. They don’t have to leave your website to send you an e-mail or place a phone call, or even search for your social media accounts to contact you.

Live chat offers amazing convenience and its availability and speed attract more customers, helping you build lifelong relationships with them. It can greatly help your overall business since your customers will know that someone will always be available to help them out whenever they visit your website and they will always come back.

Better User Experience

Live Chat - Better User Experience

A Large number of consumers are likely to come back and visit a website again if it provided them with live chat. It is easily accessible and the simplest and fastest customer support channel available, which is exactly why consumers prefer live chat to e-mails or phone calls. It is a more casual way for them to interact with your brand and improves their user experience to a great extent.

In order to provide your customers with a great user experience, your live chat agents need to have proper training and good communication skills. They need to be able to answer every customer’s question with precision and provide them with all the information they need, helping you build strong relationships with your customers and improve your business in the long run. What’s important is not to look for customer service representatives only when hiring employees to deal with live chat, but search for people who have sales experience, as they will more easily turn visitors into new customers, leading to more sales.

Live chat personalizes your eCommerce website, which helps your customers feel a deeper connection to it and engage in your brand faster. Better user experience can benefit your overall business in that your customers will most certainly recommend your products or services to their friends and family, thus help you reach more customers and expand your business, not to mention that your website will rank a lot higher on Google.

Increased Sales

Live Chat - Increased Sales

The majority of consumers prefer to have their questions answered by an actual person while deciding on an online purchase. If you can provide them with immediate help and real conversation, you can easily turn them into your new customers, as they will get engaged in your brand more while chatting with someone who provides them with all the information about your company and your products or services. You will certainly be able to reach quite a large number of customers by having a live chat on your website and, with the best live chat agents; you will easily turn them into conversions and greatly increase your sales.

A lot of consumers find live chat extremely useful and even tend to make a purchase because of the live chat session they’ve had. Live chat has the potential to tap into customers’ pain points and turn them into sales opportunities, which is exactly why you should utilize live chat as soon as possible. It provides the perfect opportunity to show your customers that you care about them and understand their needs, which is the best way for you to build trust with them and, hopefully, turn them into your most loyal customers. It is also a great way to recommend additional purchases, as they will trust you more and always come back to your website.

Saving Your Company’s Money

Live Chat - Saving Your Company Money

Implementing live chat into your eCommerce website can help you save a considerable amount of both your time and money. Live chat costs much less than regular phone calls and there are even types of live chat software that are completely free so, by utilizing live chat, you can help your company’s budget immensely.

Another great thing about live chat is that live chat agents can save a lot of time since they would not spend it on phone calls. They can have multiple chats at a time, providing each and every customer with instant responses, which can also considerably cut costs. They can also multitask during chat conversations, which can ultimately make them more effective and productive in their work. The waiting queue would also be cut down, as customers would no longer be put on hold, but instead provided with instant answers to all of their questions, which, again, improves their user experience, leading to increased sales.

Therefore, live chat provides higher efficiency and it is very cost-effective, helping your company save the amount of money that would otherwise be invested in customer phone calls, so it should definitely be one of your priorities for customer satisfaction and improving your business.

Gaining Advantage over Your Competition

Live Chat - Gaining Advantage over Your Competition

Although live chat is becoming a trend that many business owners incorporate into their eCommerce websites, there are still a lot of websites that do not offer live chat to their customers. By implementing live chat, you will certainly gain an advantage over your competition and differentiate yourself from a large number of competitors that are yet to realize the extent to which live chat can improve a business.

Since a considerable number of businesses still rely on e-mails or phone calls and keep ignoring the importance of live chat, you will be on the right way to leading your business to success and easily pave your way to the top by including live chat on your eCommerce website. You will make your website more personalized and secure its high position on the online market.

Without live chat, you will drown in the endless sea of competition and your website will be the same as millions of others out there. Keeping an edge over your competition is one of the most crucial things for the success of your business and live chat makes that extremely easier.


Live Chat eCommerce - conclusion

Implementing live chat into your eCommerce website is one of the most crucial things you can do for your business nowadays, so you should seriously consider using live chat to improve not only your website’s performance but also your overall business. Provide your customers with great customer support that will lead to a better user experience and you will easily drive more conversions and generate more income, ultimately improving your SEO ranking and expanding your business more than you could have ever imagined.

This article is written by Robin Singh. He is a Technical Support Executive with a combined experience of 6 years. He currently works with ProProfs Chat - a live customer and sales chat software by ProProfs. In his free time, Robin enjoys reading and traveling.

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Published By: Souvik Banerjee

Souvik BanerjeeWeb Developer & SEO Specialist with 15+ years of experience in Open Source Web Development specialized in Joomla & WordPress development. He is also the moderator of this blog "RS Web Solutions".