Live Chat: a Game-changer for Fuelling E-commerce Sales!

In this era, especially when people are buying everything virtually, there doesn’t seem to be much need for direct customer-vendor interactions. Indeed, direct customer or vendor communication is not required for the customer to go through the purchasing process.

However, one shouldn’t deny the power of human interactions. Customer interaction, if done right, can go a long way in marketing and customer retention.

Enabling free live chat will help to bridge that gap and help the customers access support from the brand’s representative if required.

Apart from humanizing the website experience, live chat also has multiple benefits. Some of the important ones are:

1. It provides useful information about customers.

Even if a customer does not purchase a product immediately but uses live chat for inquiries, it can be used to ask the customers for their contact information to later share with them future deals and news.

Live chat can also provide analytics about customer behavior that email support or phone cannot. It collects insights on when a customer chooses to use live chat etc., which can be used to study customer behavior.

2. It helps the brand to capture more leads.

Sometimes, even if a website is receiving high traffic, it might be hard to convert them into leads.

The free live chat option might be the solution to this problem. A free live chat option will enable people to freely ask their doubts and questions about your products and increase the chances of converting them into leads.

3. Live chat boosts revenue.

79% of businesses have revealed that enabling live chat on their websites has shown significant improvement in lead conversion and sales of the company.

Research tells us that there is a 10% increase in the average order value when customers engage with live chat before placing their order.

Statistics show that websites that have a live chat widget have 2.8x more chances of lead conversions than websites that don’t

4. Live chat can help reduce cart abandonment.

Cart abandonment is when a customer adds products to their cart but does not complete their purchase.

Live chat can help brands reduce this by continuously communicating with a customer and keeping the conversation going.

Many times unanswered customer queries have also been a reason for cart abandonment by customers. Live chat can also bridge this gap and help customers with all their queries, guiding the customers as well as making them feel heard and cared for.

Live chat enables customers to ask their questions freely without any hesitations.

Customers might hesitate to make phone calls if they feel their queries are trivial or even out of anxiety. And emails are just too much of a headache to be bothered with.

Live chats come as the perfect solution by being readily available all the time, making the customers feel more comfortable in asking their queries.

5. Live chats make customers feel seen and heard.

At the heart of everything, customers want to feel that the brand cares about them and is readily available to solve their queries.

Live chat does exactly that by taking the website experience closer to the in-human store experience.

Concludingly, an all-in-one messenger, such as Umnico, can greatly help in integrating all these customer–brand interactions across various channels, simplifying them, and merging them into a single interface.