One of the main issues faced by online store owners is the fact that their customers feel disconnected from the brand. Bricks and mortar stores have no trouble in facilitating the human interaction that a lot of customers crave. While there has always been the option for customers to call an online store, some may feel intimidated by the prospect. This is where a live chat option within your ecommerce store can have a substantial affect on its success. Below are four ways that implementing live chat can increase the success of your online store.
1. You can increase sales by using live chat
A huge advantage of having live chat is that the customer has a means of interacting and asking you questions about a product. You then have the opportunity to lead the customer through the entire sales journey. This can prevent users from bouncing straight off your website if they are met with a decision that could make or break a sale. You also have the means to upsell to your customers which can lead to increased conversions and revenue.
2. It is more convenient than a phone call
A customer can quickly access a salesperson with a simple click. There are no “please hold” moments. A study conducted by eMarketer found that 63% of users were more likely to return to a website that offered live chat. That is great news for store owners as returning customers are more likely to buy because of the existing rapport with your brand.
3. You can cut costs
Cutting costs while still maintaining an efficient and successful online store is the dream. You can save money by implementing live chat as this will decrease the overall costs of your call centre employees. Not as many people are needed with live chat as your salespeople can conduct multiple live chats simultaneously and this means more money in your pocket.
4. You can gain a better insight into your users
It is important for any brand to know their customers. What they like, what they dislike, their frustrations and their interests. This allows you and your brand to provide the best experience for your users. Live chat can highlight customer pain points within their sales journey which can then help you to make improvements to your store.
You as a store owner need to decide whether live chat is right for your store. When it’s done right, it will allow you to interact and ultimately get to know your customers in a new light.