The 9 Benefits of Live Chat for Ecommerce Websites

Benefits of Live Chat for eCommerce Websites

Have you ever heard that eCommerce's average conversion rate is 1%-2%? This means out of 100 visitors on an online eCommerce website, up to two of them purchase something from that website.

If we imagine a crowd of 100 people coming to your offline bakery store and only two of them will buy something, that would be depressing for you.

Thankfully, the online world works in a different way, daily thousands of customers visit online eCommerce websites. In this scenario, the conversion rate of 2% is not bad.

You should always make sure that you did everything to have a conversion rate as high as possible, no matter how good or bad your conversion rate is.

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9 Benefits of Live Chat for eCommerce

Immediate Buyer Service

In the traditional offline store, we love the shop assistant. Whether we want to buy a nice pair of shoes or need a unique color of jeans, shopkeepers are always available there to help us.

When a potential buyer is browsing your website, it's a very critical time for you, either he can quickly get what he wants, or he will move to another site.

Customers are always busy, and they will dig your website for too long. They are not going to make a call or email you for any inquiries. They will prefer to switch to another website.

Live chat does it all much simpler for both sides. If a user needs help, he/she can click on the live chat window anytime they need it. You can provide instant assistance to the buyer by checking which part of your website he/she is browsing.

Now maybe you are thinking about why it’s important? Because users buy decisions made in seconds. Sometimes one instant answer to a simple question can convert a visitor into a buyer.

Answer Multiple Customers at One Time

The benefit of having a live chat is that a single agent can assist multiple customers as compared to any other way to communicate. This is not possible in real life and is not possible on the phone, one operator can talk with five or six customers at one time.

A live chat app provides many features that allow you to respond quickly. Agents can reply to the quick question with pre-populated messages because the agent can see the visitor's message before they send it. Moreover, we can't ignore the ability of multitasking.

Now with the help of this feature, no buyer needs to wait in the queue. Every inquiry can be solved quickly, so don't miss any potential customers.

Live Chat Software

Simple to Find the Chat Window

On most websites, contact forms of contact details are hidden in the depths of the store's website, and live chat can be visible on every page your customer is visiting. Is it an eye-catcher, is it a chat window, or a chat bubble, it brings the attention of your website visitors and enhances the chances of chatting.

The different point is that once they choose to look for help, they click away from chatting with your agents. That is essential because offering advice over chat makes buyers keener to make a purchase. Moreover, consumers treated with excellent service make bigger orders!

Now with the help of this feature, no buyer needs to wait in the queue. Every inquiry can be solved quickly, so don't miss any potential customers.

Automatic Chat Greetings

Automatic chat greetings are one of the essential live chat features. That goes precisely how a store assistant greets customers: When a user enters your online store (or a particular website), a chat greeting starts and offers help automatically.

It's useful if you can analyze your website and understand your customers' pain points, you can set up chat greetings to start at the exact time when your customer needs it.

For instance, if you've seen that your customer spends a lot of time in a shopping cart, you can be quite sure they have a problem. Giving users advice can increase the chance that they will finish the purchase.

Personalized Assistance

At this point a buyer enters a "traditional" store or contacts an online store by phone; they are entirely new to the person they talk to. A client assistance agent doesn't know whether it's a returning client or not, what kind of products the buyer likes, or what product they are interested in today.

A best live chat app enables you to see valuable sales information like pages that the visitor was browsing, time spent on your page, the history of chats with this visitor, or their email address. With the recognition of this, you can give personalized help and an excellent customer experience.

Pre-chat Reviews

One of the mortar stores' difficulties is that the customers come and go. It's very much pretty tricky to spot a returning client. Because of that, most business owners are not able to nurture relationships with them.

Pre-chat reviews resolve those problems as it makes your website visitors introduce themselves (by giving their name and email address, for example). Thankfully to this, you can stay in touch with every website visitor who has ever chatted with you. Agents can additionally check this person’s previous orders and suggest products they can like.

It also allows you to integrate your live chat with an email management app and ask your website visitors to opt-in for your newsletters or build a loyalty program for them.

Live chat installation

Talking of installation, in several cases, you can use plugins or 3rd party apps to enhance your live chat.

For instance, you can integrate live chat with your CRM to automatically collect buyer information. Also, the agent can track the impact of conversations on your sales and learn more about your customers by adding analytics tools. By installing your live chat to your shop platform, you can provide help in real-time and see the app's total cart value, cart details, or even last order details. Including this, you can provide better, faster, and more detailed help to your customers and guide them to the payment gate.


If you don't measure your team's effectiveness, you can't provide excellent customer service. Live chat reports enable you to keep track of your metrics and improve your service wherever needed. The most critical metrics you should keep your eye on are the whole number of chats (and confront it with the name of your agents), the initial response time (keep it as low as possible), and chat satisfaction (the indicator of how happy your customers are).

Any of those metrics differ from your industry's benchmark, and it's a sign there's room for improvement.

After-hours Inquiry

When your team is offline, you can still get the customer's inquiries. You can do this by setup an after-hours form. When agents are offline, that chat window on your website is replaced with the form with a request to leave the inquiries.

So, when users visit the website and fill out the form (like name, email, and number), the details will be converted into a message that will be received by a live chat agent, and they can log in and reply as soon as possible. With this great feature, you won't lose any potential leads even if you are not online.


Nowadays, using live chat on websites is the fastest way to contact visitors, but many online businesses are not using it. I hope after knowing the above benefits, you will be able to choose the best live chat tool for your website. Always keep in mind live chat is not only a tool but can be robust for online eCommerce. Live chat helps to get more traffic, provide instant customer service, and in the last increase conversions rate.

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