57% of e-commerce site visitors abandon their shopping carts if they can’t quickly find answers to their queries. You can easily lower this rate by proposing quick and direct answers to your visitors’ questions right within your store: add a live Chat!
1. Increase conversion rate
This opportunity has a big effect on your sales: 15-20% of visitors who immediately talk with retailers get converted into customers.
The Online Chat feature is an instant discussion between the internet user and the retailer. Thus whenever a customer has a question, the e-merchant can answer him or her right away. Furthermore, the retailer can encourage his or her clients to make a purchase by offering reductions or other advantages (such as free shipping) via the chat.
2. Improve customer relations
Chat lets you also improve customer relations and increase the rate of loyalty. 44% of internet users say that being assisted directly during a purchase on an e-commerce site is the most important feature for them.
In addition, a study by the French Association of Customer Relations (AFRC) found that “85% of visitors that had a dialogue say they are satisfied to very satisfied, versus only 50% for email.”
3. Perfect the buying experience with customer feedback
Talking directly to your customers is also a unique way to understand the how your clients make a purchase: How do they act? What are they looking for? Now you have true feedback from your community that you wouldn’t have received by email (after all, one doesn’t often send an email to explain why they haven’t made a purchase). Listen to them and make changes to your store according to their needs and their comments.
Now you understand that offering a live chat in your store will help you improve your store and its image to your clients. This is an effective way to have pertinent feedback and increase your sales, all while staying tuned in to your community!
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