Why Your eCommerce Store Too Need A Live Chat Integration

by Rob Stephen getaprogrammer

While Live Chat has become an integral concept for most service-based websites and web apps, this article will explain why your eCommerce website needs it too.

Chatting in businesses isn’t just a way to stay connected with the customers. It is now a deep-rooted concept which aims to help businesses to tap more opportunities for sales by creating a good rapport with the present customers as well as the prospective ones. While most eCommerce companies have not realised the importance of live chat on their websites, nearly 3-5% of shoppers around the world do not make a purchase because the site lacks quick support. Presence of quick support ensures the customers have an immediate answer or solution to the issues which resultantly builds confidence in them on your site. To put simply, chat support helps in enhancing customer satisfaction. Here are more clear reasons presented to you so that you would understand the need to apply live chat in your eCommerce store.

A cost-effective option for customer services

Web experts and eCommerce developers have pointed out that a live chat is a hundred times less costly than calling support. While an average chat agent can also handle the queries of 15 email support executive, a chatting customer is more satisfied when his queries are solved instantly on chat instead with threads of emails later. Besides, as per eCommerce Nation, 43% of businesses have claimed that live chat has sharply reduced the number of phone calls and hence their expenses towards customer services.

Average order value can raise

Well, it is not a shocking result that you can expect with live chat, but it can actually happen. Customers who like to chat prior to buying anything have been seen to have a higher average order value than who do not engage in the live conversations. The reason is pretty clear. They are the ones who like to talk to someone to assure about the product quality, delivery and payment policies before purchasing.

Conversion rates are highly increased

Implementing live chat can raise the conversion rates nearly by 4-5 times. People love to talk. They prefer getting a response and assistance from a live person as if they are just into a conversation with the salesman at a physical store. It gives them a sense of reliability and the feeling that any problems arising later, following the purchase will be easily solved.

Live chat has become the leading contact support online

Surpassing all other support systems like email, social platforms and forums, Live Chat has become the leading online contact sources in the past few years. Near about 42% used live chat, while emails and social platforms constitute only 23% and 16% respectively- as per eCommerce Nation.

Definitely, quick and headstrong customer support is essential in any online business to be ahead in terms of customer satisfaction. Live Chat is the fastest and efficient way to achieve that without spending too many pennies. From proactive responses to greeting every single visitor with a happy message, its function can bring so many positive implications for your eCommerce site. So, which platform is store is built of? Magento? WooCommerce or OpenCart? Well, that simply does not matter. You can get the Live chat integration from the online marketplace plugins or extensions or can simply hire an eCommerce developer for that.

Rob Stephen is a skilful Magento developer in Australia with more than 6 years in eCommerce development and works for GetAProgrammer, a pioneered company offering mobility, software development and websites development to businesses of all categories. They have a specialised team for eCommerce development with hands-on experience in Magento, WooCommere, OpenCart and other popular platforms.