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Live Chat Can Reduce Shopping Cart Abandonment

Online shopping can at times be a stressful experience. For instance, being undecided about what size jumper to get or whether your items will arrive in time. E-commerce businesses need to ensure they are optimising their site to make their shopping experience quick and efficient for all users. One of the most effective ways to do this is to use a live chat tool. Read on for why you should be using it.

Why Use Live Chat?

Live chat is a rather new service that websites are using, but businesses have realised how effective it is and are using it more often. Communication with customers is key to making a sale. If anything on your site is confusing or missing users won’t go through with the sale. Whereas if they can chat with a person in real-time there’s more chance they’ll find out all they need to know and buy the product.

Live Chat Is The Equivalent Of A Sales Executive

When customers buy online they are usually in the comfort of their home, in front of the telly or whilst lying in bed. They haven’t got the chance to ask any questions they may have about the brand to staff members, or get their professional opinion. This doesn’t apply to all products, but at times it helps when there is the option to ask a sales executive for more information.

Live Chat: The Solution Providing customers with a live tool function solves this problem. It provides businesses with the opportunity to offer their services and knowledge to customers. Not all users will use the live chat tool; however those that do will feel more comfortable buying from you.

Respond To Queries In Real-Time

There are numerous ways customers can contact businesses these days – either by email, telephone or through social media such as Facebook and Twitter. However these are not the most efficient ways of getting answers. If a customer is half way through a checkout process, it is unlikely that they will stop what they are doing to ask a question either on Twitter or by email as they may not get an immediate response.

Avoid Delays Having a live chat tool will make all businesses respond to their customers in real-time. That way there are no delays whilst customers wait for businesses to respond. And once the query has been answered, customers are more likely to continue the checkout process and buy the product.