An offshoot of Digital Marketing, e-commerce has taken the world by storm. E-commerce has not only transformed the way consumers buy goods and services but also, human life. While consumers now find shopping easy, economical and fun, e-commerce sellers are happy selling.
Realizing the fact that online business can only grow when sales happen in volumes, integrating live chat in your business has become the need of the hour. Live Chat has emerged to be a unique and popular marketing channel that has revolutionized the way online stores generate sales. When used effectively, this marketing channel helps to grow order size tremendously.
Michael Kansky, the CEO, Live Help Now, opines live chat witnesses a rise in order size between 100 to 300 percent. ProProfs Live Chat leads to increased sales, better customer loyalty, and higher order values.
Live Chat: The Human Touch
Live Chat is not just a window that pops up on an online store; urging you to ask questions just in case you need help. It is one human for the other. Online visitors interacting with live chat representative are highly satisfied and sorted. Live chat solutions to customers’ queries lend them the confidence to make online purchases and become returning customers. Isn’t it comforting to have your queries resolved in the middle of online shopping? Live Chat operators easily tap into the pain point(s) of their online visitors, helping them throughout the sales cycle.
Not only live chat improves sales and orders but also acts as an additional customer support channel. Reduced expenses, better engagement, improved customer satisfaction, and competitive advantage are few of the benefits that live chat offers to e-commerce businesses. Let us now look at a few statistics by Econsultancy that show this support channel has been driving huge online sales.
Live Chat has the highest satisfaction levels, as compared to any other customer service channel, with 73 percent. Phone reported having 44 percent, while email 61 percent. Figures also suggest that 79 percent of consumers prefer live chat due to its instant support capabilities. It is worth noting that the majority of consumers today don’t like buying from an e-commerce store that lacks a live chat option.
Having learned about the crucial role live chat plays to boost e-commerce sales and order size, let us explore the ways to make optimal use of this support channel.
Making e-commerce the Most Convenient
Call it the convenience or accessibility of online shopping stores; customers enjoy the e-commerce experience they receive. Consumers’ ability to shop anytime, anywhere makes them prefer this contemporary shopping method over the traditional one. E-commerce lends them the liberty to quickly compare the prices that multiple sellers of a particular product offer and order the product available at reasonable rates.
It is at this time online buyers browse products and compare prices that e-commerce businesses can engage them. Your customers like chatting with the customer service operator to shop online while they work. Live chat, therefore, increases the chances of your visitors translating into buyers. With better conversion rate, e-commerce sales shoot. To elaborate on this, let us take a look at related figures by Statista. In July 2018, combined mobile and desktop visits to Amazon.com rose from 2.1 billion visits in February 2018 to 2.64 billion visits approximately.
The world is on the go and who understands this better than the e-commerce companies. Not only do they optimize their websites for mobiles and tablets but also, integrate a mobile chat window. Studies on buyer’s behavior indicate that mobile searches trigger buying action within no time, as buyers love their smartphones. Online businesses increasingly use mobiles to convert visitors into buyers. Since more traffic generates from smartphones, it is worth investing your time, money, and efforts on mobile chat software. Mobile chat not only helps to interact and resolve customers’ queries but also guide them to complete the purchase. Reports suggest that in 2018, mobile phones generated 52.2 percent of all website traffic worldwide.
Minimizing Shopping Cart Abandonment Practice
The key issue that e-commerce businesses face is shopping cart abandonment. If your online prospects have the habit of abandoning your shopping cart without checking out, your conversion rate will go down drastically and so, the sales. Adopting a proactive chat approach helps to reduce the cart abandonment rate. Proactive chat engages customers and operators on the go. Based on the customer’s behavior on the e-commerce website, the customer service representative engages him or her. Live Chat urges customers to share the problems they face while being on the online store, resolve their queries, and check out. With the proactive live chat in place, there is more customer engagement and better customer retention.
There are times when a customer is on the payment page but looking for some critical information. This is where live chat support plays a major role. The ultimate goal, here, is to refrain prospects from abandoning the cart. E-commerce businesses use live chat support to pay heed to their customers. Besides quickly answering customers’ questions to trigger purchase completion, operators use chatting to receive their valuable feedback. Your buyers also lend you insight on product or service options they prefer to have.
Focusing on the E-commerce Website Look and Feel
The growth of your online business maximizes when you know the User Experience (UX) Design of your e-commerce website. Your website should be user-friendly and easy to navigate. Irrespective of your product and service offerings, ensure that product descriptions are well-written, clear, and to the point. As businesses, you understand that e-commerce selling depends a great deal on presentation of products on an online store. Besides, it is critical to keep track of your buyers’ behavior online, such as how they move through your portal, what pages they spend the maximum time on, and which pages appeal them the most.
Your online buyers feel the most delighted when they find your e-commerce store engaging, convenient-to-use, and presentable. When you answer customers’ queries in real-time through Live Chat, they are the most satisfied; guaranteeing their loyalty to you. As an online marketer, you know that returning customers are more profitable for your business than adding new customers to it every other day. Also, adopting a proactive chat approach doubles your conversion rates. Ready to overachieve your online sales targets with desktop and mobile chat options?
Tips & Best Practices to Improve Sales with Live Chat
Now that we have understood the significance of live chat, let us take a look at a few of the top tips and practices aimed at increasing sales.
1. Customer agent training:
Though Salesforce has integrated live chat into its e-commerce business, it understands the dire need of training the customer support operators. Customer support operators no longer only support customers but also act as sales representatives. Your operators should be trained to convert visitors into customers. A responsive live chat software, when combined with effective customer operator training, leads to better conversions.
2. Testing is the key:
Online businesses find it prudent to test different designs and features of the live chat. As an online marketer using ProProfs Live Chat, you comprehend the relevance of testing different variations of live chat on distinct pages. This implies that you have the freedom to customize chat windows for each department. Brand and customize chat utilizing custom colors, logos, fonts, and graphics. It is not advisable to use the same chat design on your e-commerce website. Your product chat window can have an attractive design while technical support window can look more professional. Remember the design of the live chat software can change according to the web page.
3. Responsiveness Matters:
Responsiveness of the live chat tool matters a great deal for online sellers. With the live chat tool in place, customers feel that you are a more attentive and responsive business than others. Besides, offering them this feature across devices, and not just desktop, helps them to be interactive through smartphones and tablets too. This 360-degree interactiveness strengthens your customers’ trust in your products and services. Employing responsive live chat software lends you a competitive advantage in business.
4. 24/7 Availability:
The best feature of live chat is its 24/7 availability. This tool enables your business to stay open and available to your customers whenever and wherever they need you.
Your online store can get traffic from anywhere and you, of course, don’t intend to leave your customers alone. When you show your customers that you are available to them at all times, it proves that you care for them and their business. Besides, live chat allows customer service operators to communicate with multiple customers at the same time. Such communication not only improves your employees’ efficiency but also helps to provide a delightful customer experience.
The Bottom Line
With the ever-growing competition in the e-commerce industry, only the smart marketer survives the tough world of online selling. Live chat is, and will, continue to be the sharpest tool in your arsenal. Use it to the optimum; helping visitors and guiding them through the sales funnel. Apart from improved sales, your business can’t ignore the plethora of benefits live chat tool offers, like instant customer feedback and crucial data. Remember every visitor counts, as every prospect visitor can be your customer. Don’t let them leave your website without buying.
Jason is a Sr. Technical Writer currently associated with ProProfs Chat. He enjoys writing about emerging customer support products, trends in customer support industry and the financial impacts of using such tools. In his spare time, Jason likes traveling extensively to learn about new cultures and traditions.