In the early days of live chat, it was often considered impersonal responses to customer complaints or a way to waste time for teams that couldn’t put in the necessary effort to make it effective.
The Evolution of Live Chat
Fortunately, live chat has grown to become a powerful way to enhance customer experience and provide real-time support to clients.
Using Live Chat Effectively
Live chat is an invaluable tool for improving customer experience when used correctly. The data is clear. The power of live chat lies in its ability to convert, and research supports this: Shopify data indicates that businesses that respond to customer chat within five minutes are 69% more likely to make a sale. The likelihood of converting shoppers who chat with businesses through Shopify Inbox increases by 70%. Forrester reports that shoppers who engage with the brand not only convert three times more but have a shopping cart value that is 10% – 15% higher than that of other shoppers.
Why Customer Service Teams Should Use Live Chat
At its core, live chat allows you to provide highly personalized recommendations that can speak to the actual shopping space, lifestyle, and preferences of the shopper, removing the invisible barrier of trust and mental exhaustion in decision-making. For this reason, 41% of customers believe live chat is the best way to communicate with businesses.
Catching Potential Customers While They’re Considering a Purchase
When you send marketing emails, pay for ads, or even post a billboard, you often interrupt people during moments when they aren’t thinking about shopping or in the mood to make a purchase. Having a live chat application means you have a contextual marketing tool. This means potential customers have shown intent to buy something on your site: they are already present and browsing. Catch them during the decision-making process and send a proactive message letting them know you are available to chat immediately. Now, instead of closing the tab or minimizing it until they have time to consider their options, they can ask any lingering questions you may have – this is the incredible power of live chat.
Increasing Conversion Rates: Let Shoppers Talk to You in Real Time
Our analytics on Shopify Inbox usage indicate that businesses that respond to customer chat within five minutes have a 69% higher likelihood of closing a deal with the shopper. Reading: potential shoppers want your full attention when they consider making a purchase from you. Brands that respond to customer chat within five minutes are 69% more likely to close a deal.
Customer Service Teams Using Live Chat Can Enhance Customer Engagement
Engaged customers are those who feel a connection with the business, whether because they love the products, the brand, or the company’s message and values. Having a positive and productive conversation with someone at your company will help shoppers feel a connection with you.
The Importance of Live Chat in Building Community
Planet Nusa uses a company for sportswear that employs sustainable materials like recycled fishing nets from the oceans. They use Shopify Inbox for live chat on their e-commerce store to recreate the experience of a real store.
Demystifying Size
Planet Nusa discovered that answering consumer questions can turn those answers into direct sales. This is particularly important for online sales, where customers don’t get a fitting room to try on the clothes they wish to buy – unless they purchase them.
Building Relationships and Community
What really drives Planet Nusa is the ability to use live chat to make customers feel like they are part of the global community they are creating. “We find that our customers want to be heard, and why not? We do our best to connect with them across all platforms, so live chat is a natural necessity,” says Mille.
Keys
Great Live Chat Strategy
1. Know your inventory better than anyone else.
2. Consider video chat support.
3. Offer thoughtful recommendations.
4. Keep your chats organized.
5. Extract ideas from your chat conversations.
6. Stay close to customers.
7. Equip your customer support team well.
8. Ensure the live chat support option is easy to find.
9. Use live chat software as a customer feedback loop.
Measuring Success and Knowing If Live Chat is Really Working
Analyze your conversations to identify common trends and patterns.
Measure important metrics such as average chat duration, the time it takes for customers to purchase, the number of chats you receive daily, customer engagement, and overall customer satisfaction.
Live Chat as a Powerful Addition to Your Business
Just like providing an amazing in-store shopping experience, live chat builds the foundation of trust between your customers and your business. When done right, it can enhance customer satisfaction and ultimately improve your customer experience.
Although paid advertising, email marketing, and other acquisition efforts can drive traffic, converting that traffic into sales relies on the customer’s trust in your brand and the products you sell.
Live chat is the window to building stronger connections with potential customers – just as conversation builds trust between two new friends. It may take some time to master, but for many businesses, the effort is worth the price.
Source: https://www.shopify.com/blog/live-chat-customer-service
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