You’ve grown your ecommerce website and expect it to do the heavy lifting as far as educating your customers, elevating your brand, and showcasing your products and services in the best light.<\/p>\n\n\n\n
Problem is, your conversion rate still sits at two percent or worse. Ecommerce live chat is how many ecommerce sites push past the two percent hurdle.<\/p>\n\n\n\n
Customers may be struggling to get to check out because they can’t find the right product, or they have questions on shipping or promotions.<\/p>\n\n\n\n
If you\u2019re not actively helping customers while they’re on your site, considering a purchase, or trying to complete a transaction, then you\u2019re leaving money on the table. Live chat vs. phone support gives site owners an easier and more cost effective way to help their customers.<\/p>\n\n\nIf you\u2019re not actively helping customers while they're on your site, considering a purchase, or trying to complete a transaction, then you\u2019re leaving money on the table. <\/a><\/span>Share on X<\/a><\/span>\n\n\n\n Business chat<\/a> makes buying online and getting help more convenient for customers by giving them a way to engage with you when they need it most. Online customers are much happier with the option to chat with a company than picking up the phone to call. They love that they can get assistance immediately and finish what they\u2019re doing.<\/p>\n\n\n\n Companies are reaping the rewards of web chat because customers don\u2019t leave your site and will complete a purchase, even buying more, with the help of a web chat agent.<\/p>\n\n\n\n Increasing conversion<\/a> rates by even one percentage point could mean a lot to your top line growth. According to New York Times best selling author Neil Patel, live chat<\/a> can boost your conversion rates by 45 percent.<\/p>\n\n\nIncreasing conversion rates by even one percentage point could mean a lot to your top line growth. <\/a><\/span>Share on X<\/a><\/span>\n\n\n\n Live chat software makes support more convenient for customers by giving them a way to engage with you at their moment of need. Don\u2019t assume that once your live chat is active, you\u2019re home free.<\/p>\n\n\n\n Quiq has pulled together a list of the 17 most effective ways to properly engage with your customers without distracting them away from the primary goal \u2014 buying.<\/p>\n\n\n\n There are advantages and disadvantages of online chat. Avoid live chat fallout and get an immediate bump in your online conversions by following these 17 ecommerce live chat tips<\/a>.<\/p>\n\n\n\n Customers come to your site ready to buy. Don’t let your live chat become a distraction and pull their attention away from completing a transaction.<\/p>\n\n\n\n A growing number of consumers are using their mobile phone or tablets to shop and buy, and they may need help just like desktop buyers.<\/p>\n\n\n\n It may be tempting to only display chat on certain pages, but you never know when your customer may need your help.<\/p>\n\n\n\n Most companies don’t offer 24\/7\/365 support. Just because your offices are closed, doesn’t mean you can’t receive chat messages. One of the reasons chat is so attractive is because it allows customers to multi-task.<\/p>\n\n\n\n Customers who use live chat expect speedy answers. Your agents can use pre-written responses to address common questions such as instructions on password resets and details on the latest promotion.<\/p>\n\n\n\n Customers that use chat during business hours expect someone to be on the other end waiting to receive and respond to their message.<\/p>\n\n\n\n Chat conversations may have gaps in time as agents wait for the customer to respond, as the customer may be busy with something else, slowing the conversation.<\/p>\n\n\n\n It\u2019s critical to the operation of your contact center to measure performance on many levels. You may want to understand which agents are more effective on messaging channels or even the level of work time involved with resolving certain inquiries.<\/p>\n\n\n\n If customers are asked to fill out a form prior to engaging in a conversation, be sure to keep it short.<\/p>\n\n\n\n Many consumers prefer to use the messaging channel as their primary means of communication, and will repeatedly use your web chat feature. Past conversations will contain a wealth of knowledge for both you and your customers.<\/p>\n\n\n\n Your customers are sharing valuable information with you over web chat. You can use this information to update your records, capture preferences, or even target future promotions.<\/p>\n\n\n\n Sure, bots are a thing, but most people expect to engage with a real person on live chat at some point. Chat, to an extent, allows your agents to humanize your company by talking to customers they way they would talk with their family and friends \u2014 through emojis, gifs, and abbreviations.<\/p>\n\n\n\n Once you\u2019ve determined the right type of language for your brand, make sure everyone understands it.<\/p>\n\n\n\n Sometimes agents get stumped on a question and need help from their peers, or may need to escalate to a manager.<\/p>\n\n\n\n Chat agents will usually share valuable information that the customer may want to keep for their records during a session.<\/p>\n\n\n\n They say a picture speaks a thousand words, so use photos and videos to bring context into conversations.<\/p>\n\n\n\n Last, but not least, make sure web chat conversations<\/a> restart where they left off. Chat conversations should not be shut down by the customer or the agent without the ability to start back up where the conversation ended. Customers like to use chat because it allows them to multi-task. It is really frustrating for customers to have to restart an entire conversation with a different chat agent if they have to walk away from the chat and the session times out or the agent shuts it down.<\/p>\n\n\nLive chat is a valuable, irreplaceable human touch for your website. <\/a><\/span>Share on X<\/a><\/span>\n\n\n\n If you have an ecommerce storefront, make sure you deliver a great chat experience and don’t hesitate to take action on any or all of the steps above. Live chat is a valuable, irreplaceable human touch for your website. It helps alleviate some of the risk that consumers may feel before making a purchase.<\/p>\n You’ve grown your ecommerce website and expect it to do the heavy lifting as far as educating your customers, elevating your brand, and showcasing your products and services in the best light. Problem is, your conversion rate still sits at two percent or worse. Ecommerce live chat is how many ecommerce sites push past the two percent hurdle. Customers may be struggling to get to check out because they can’t find the right product, or they have questions on shipping or promotions. If you\u2019re not actively helping customers while they’re on your site, considering a purchase, or trying to complete…<\/p>\n","category_list_v2":"","author_info_v2":{"name":"Marciela Ross","url":"https:\/\/thegood.com\/author\/marciela-ross\/"},"comments_num_v2":"0 comments","yoast_head":"\n17 proven live chat tactics that increase conversions<\/h2>\n\n\n\n
1. Be a resource, not a distraction.<\/h3>\n\n\n\n
2. Be mobile-friendly.<\/h3>\n\n\n\n
3. Make chat available on all pages.<\/h3>\n\n\n\n
4. Offer offline chat to provide help outside of business hours.<\/h3>\n\n\n\n
5. Use pre-written responses to increase answer speed.<\/h3>\n\n\n\n
6. Help your agents to be timely.<\/h3>\n\n\n\n
7. Let the customers set the pace.<\/h3>\n\n\n\n
8. Measure, improve, repeat.<\/h3>\n\n\n\n
9. Collect info for the agent.<\/h3>\n\n\n\n
10. Keep past conversations as reference points.<\/h3>\n\n\n\n
11. Capture contact info for your CRM.<\/h3>\n\n\n\n
12. Humanize your conversation.<\/h3>\n\n\n\n
13. Train staff in digital dialogue.<\/h3>\n\n\n\n
14. Allow agents easy access to help.<\/h3>\n\n\n\n
15. Share the conversation.<\/h3>\n\n\n\n
16. Get visual.<\/h3>\n\n\n\n
17. Keep the conversation going.<\/h3>\n\n\n\n
Get Started Today<\/h2>\n\n\n\n