What’s Missing from Your Ecommerce Solution? Communication!

May 17, 2011
By the ZippyCart Content Team

Customer engagement is a vital part of closing a sale, whether it’s in a brick-and-mortar store or an online ecommerce solution. What better way to engage with a customer than with an integrated chat feature like LiveChat?

Services like LiveChat have been around for a while now, serving as sort of a missing link between full on support phone calls and the sometimes too-slow e-mail. But LiveChat is one of the only chat services to set themselves apart as an active conversion-driving force for your ecommerce solution.

Think of it this way: in a brick-and-mortar store, when a customer walks in, you would greet him or her, welcoming them into your store, and casually ascertain their needs. Online, your store does some of that, greeting them with a banner or some kind of text, but then you leave them to their own devices. They need to navigate your ecommerce solution on their own.

With LiveChat you have options. You can set your system to automatically greet new site visitors based on the search query that brings them in (from Google, etc.). This is instant engagement like you would get in a real world store. Site operators with this type of setup can take their customers by the hand (digitally) and walk them through the store, helping them find what they need and increasing conversion rate along the way.

Meanwhile, another popular configuration is to send an invitation to chat only after the shopper has been on the site for a given amount of time (say 2 or 3 minutes). This targets the unsure shopper before he or she can change their mind and leave your ecommerce solution. If you let them get acquainted with the system for a little while and then initiate conversation, odds are that they will already have some idea of what they want and just need a little more information before they make their selection. Your team can use LiveChat to aid and assist shoppers, giving them the data they need to make good purchases. This turns into profit for your company.

Or you don’t need to use an automated option at all. With LiveChat’s analytics software, you can keep tabs on who is doing what on your ecommerce solution: keywords, referrals, even geographic location. This is all important stuff for your chat team to know about before they engage with customers that can help them close sales.

LiveChat’s ability to drive sales is so strong that several ecommerce solutions have already integrated it into their software platforms, including Zen Cart, Shopify, and Magento. LiveChat also brings a ton of access and convenience to the table by allowing users to access it via their iPhones, Android phones, or Blackberries. With all that LiveChat has to offer, it might be worth a two-week trial at least. Which is convenient because they give out a 14 day trial for free, no credit card required. If your sales could use a boost, and you like the idea of actively interacting with customers, then LiveChat might be for you.

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No comments

  1. I agree that live chat bridges the communication gap but the flip side is often ignored. If the live chat software isn’t fast enough to respond to customer questions, it can become equally frustrating. This may leave bad customer experience. The chat software should be efficient and fast to be able to respond to customer query.

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