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The Importance Of Live Chat In eCommerce

  • Written By Andy
  • Posted March 11, 2016
  • 2 minutes Read Time

Does live chat still sound space age to you – the thought that someone arriving on your eCommerce site could actually be met by a real-life human being who talks to them in real time via text? Live chat is a real possibility if you’re looking to boost Magento sales and increase interaction with your brand. Let’s take a look at some of the benefits for your Magento store of live chat.

It’s always important for eCommerce customers to know they can access your store easily and without delay. Emails can be hit and miss. Phoning a number is all very well, but it’s often harder to multi-task while taking a phone call. Today’s busy customers tend to find the text-based instant messaging experience more convenient. Stats show that more than half of site visitors will leave quickly if they can’t find what they’re looking for, whereas nearly 90% say they welcome a live chat facility.

Live chat isn’t just great for your visitors; it can also be an effective way to increase your site performance. Think about it. A live chat team member can interact with several customers at once, adding value in each interaction, perhaps even guiding customers personally through the sales journey to the checkout. This gives customers a sense of having had a positive personal experience that they’ll come to associate with your brand in the future. It’s a great way to keep customers focused on your site and to reduce abandoned trolleys. Live chat allows eCommerce shoppers to ask any questions they have at that moment without going elsewhere to double check facts and figures when they might stumble in through your competitor’s door and out through their checkout instead.

Staff your live chat facility with existing team members. You’ll soon find out who needs to brush up on certain areas of learning and where your staff development needs lie. That’s a useful indicator when you’re looking to maximise your resources.

All in all, there’s every reason for Magento website designed businesses like yours to consider live chat to increase profitability and customer service.