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Benefits of Having a Live Chat on Your eCommerce Website.

livechat benefits on a website complx.co

[3-minute read]

This blog post will give insights into how a live chat can bring benefits to your eCommerce website.

Live chat for ecommerce website

In today’s world, eCommerce has taken over the business scene. Every new or existing business must always have an eCommerce website that old, new or prospective customers can access.

Hence, the need to provide a customer service base.

Furthermore, catering for the curiosity of your customers through FAQs and Knowledge base pages might not give them the urgent answer they actually need.

An AI chatbot might not provide 100% support to the enquiry of customers, hence, the need for a live chat.

75% of online shoppers say that live chat answers crucial questions that a chatbot or an FAQ might not answer.

This serves as a deciding factor whether they will go ahead to purchase from an eCommerce store.

That means your live chat support system can make, convert new customers or unfortunately lose them.

If you’re looking to become successful with an online business, a real-time website chat tool will be needed to keep in touch with your customers.

Let’s look at the other three other benefits of a website live chat.


  • Keep prospective customers longer on your website enough to convince them to make a purchase. 

Firstly, if an online customer spends more time on your site, it always means that they are more likely to purchase from your store.

A live chat function helps your business reduce the number of abandoned carts on your eCommerce store.

There is likely to be a 20% increase in average order value from online shoppers who engage in a live chat before proceeding to checkout.

This indicates that 60-70% of shoppers who stay longer online are more interested in purchasing your products than those who don’t stay long online.

Furthermore, online shoppers might have a problem adding items to their cart, hence, the addition of a live chat on your website can decrease cart abandonment.

  • Introduction of new products or complementary products

Secondly, one very exciting advantage of a live chat is the opportunity to introduce a new product or a complementary product to the online shopper.

This is a new way to market your newly added or existing product.

This will either be useful as an upsell or complement what the online shopper is making an inquiry for.

For instance, an online customer care agent introducing a Premium SSL certificate to someone who is inquiring about a hosting plan.

  • It guarantees trust and customer loyalty.

Thirdly, another major thing that keeps a business going is returning customers.

This is a major aspect of an online business that many online vendors lack these days.

A live chat on any vendor website will be the best bet that guarantees trust and customer retention.

Communication feels real and this makes the online shopper confident enough to buy the product.

They will always come back since there is a guarantee of fast and real-time support whenever there is a defect in the product.

The Bottom Line

If you want to improve your e-commerce sales and develop a loyal and good customer base, having a live chat is the answer.

It’s a great way to combine efficient technology and human contact.

The live chat feature we use on our website is a software called Tidio

If you’d like advice via a paid consultation with us on choosing the right live chat for you as well as setting it up, then get in touch with us today and we’d be happy to help!

Contact us today if you need help with your live chat for an eCommerce website

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