Why Your Shopify Store Needs a Live Chat Feature

November 24, 2020

The live chat feature can be used as a problem-solving tool, but also an efficient strategy to increase conversion and create a unique and personalized experience for shoppers. 

"Shopify’s data shows businesses that respond to a customer’s chat within 5 minutes are 69% more likely to get a sale."Live chat platforms allow shoppers to talk to customer support in real-time while also allowing businesses the ability to assist shoppers through their online shopping experience. Similar to the in-store experience, having one-on-one communication appeals to shoppers because they can get personalized assistance in a quick and timely manner. 

Shopify’s data shows businesses that respond to a customer’s chat within 5 minutes are 69% more likely to get a sale.

When shoppers visit your site, you have an opportunity to catch them at the exact moment they are thinking about buying your products. This presents a window for businesses to suggest, recommend, or even upsell products the same way they would during an in-person exchange. When integrated properly, live chat can reduce the amount of time it takes to convert a purchase on your ecommerce site.

Live chat functionality also creates personalized shopping experiences for customers. While some businesses may choose to use a bot as an auto-response during closed hours, implementing off-hours live chat functionality with real support members can drastically improve the customer experience. Clothing, shoes and accessories are expected to be top sellers this holiday season and without the ability to try products in-store, businesses should be prepared to answer more personal and specific questions via online channels. Offering thoughtful suggestions with personalized, timely interactions creates trust and rapport between brands and their customers. 

PIVOT clients Princess Polly and Beach Bunny use live chat powered by Gorgias. Gorgias is the first customer support app to receive Shopify Plus certification and trusted by 4500+ Shopify stores. 

Discover live chat apps for your ecommerce business in the Shopify App Store

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