Why Live Chat Is Essential For e-Commerce Websites

Are you the owner of an online retail business wondering whether adding a website chat tool is a worthwhile investment heading into 2025? It’s not only advisable; it’s essential.

As the global e-Commerce market value hits US$4,117.00bn and continues to grow with a CAGR of 9.49%, all online retailers must look for ways to keep pace with the competition. Frankly, the integration of a website chat tool that facilitates live chat should sit at the top of your customer care strategy. Let’s find out why.

What Is Live Chat?

A live chat tool is a tool that can be integrated into an e-Commerce website for the purpose of allowing users to connect to customer care agents directly through the website. Most commonly, it appears as a pop-up window that shows on the corner of every webpage so that the user can start an interaction conveniently with a single click.

Live chat tools can also be integrated with various social media channels, as well as branded Apps. While they serve a similar purpose to customer care through emails, their unique attribute is that they work on real-time interactions. In this sense, they provide the best aspects of email and messaging combined with the speed of face-to-face or telephone communications. It’s convenient, cost-effective, and considered a fantastic solution for businesses across the retail sector.

Why Live Chat Is A Necessity For e-Commerce Websites

There are many incentives for investing in a website chat tool, not least from an operational outlook. Live chat gives your business full control and versatility, especially when you incorporate advanced features like video chat. You could also use remote agents, thus removing your need for an on-site customer support team - and the overheads that come with it.

While the benefits relating to cost and convenience are great, it is the impact on the customer that matters most. Here’s why live chat is now essential.

Live Chat Provides A Smoother Customer Experience

Research shows that 86% of online consumers will happily pay more for a better customer experience. While there are several contributing factors to consider, convenience is one of the main issues at the very top of the consumer’s checklist. So, it should also top your list.

A website chat tool like live chat revolutionises the customer care game. For starters, the fact that it integrates with your website or other channels means that consumers can handle the situation in one place without the need for external communication services. Likewise, they can browse the website, including their account page, while gaining support from the agent. This makes it far easier to guide them to the right outcome.

Both chatbot systems and live chat agents use a single source of truth while they can also access past interactions. In turn, maintaining a consistent customer support service is easy.

Live Chat Agents Streamline The Resolution Process

In addition to making customer support more convenient, the real-time nature of the interaction removes the threat of delays while any confusion or ambiguity can be immediately managed. Therefore, it can help your company reach a speedy resolution in any situation.

With chatbot facilities, clients can find the answers for themselves. However, even a live agent can stay with them throughout the real-time interaction to maximize the chances of solving the issue there and then. Whether it’s tracking an order, providing further details about products, troubleshooting, or managing their account doesn’t matter. The truth is that live chat tools will allow your staff to support consumers through the entire buying journey.

The harsh reality is that when a new lead exits an interaction without answers, it’s likely that they will never return. And for an existing client, it will be considered a negative experience.

It Opens The Door To 24/7 Support

One of the many benefits gained from operating as an e-Commerce brand is that consumers can buy from your business at any time. For the best results, though, it isn’t only the store that should be open 24/7. There should be 24/7 access to customer support too.

While users could send emails or submit tickets outside of office hours, the delayed responses will cause frustration. Moreover, sleeping on the purchase decision significantly enhances the likelihood of them backing out. With live chat, you could hire remote workers from around the world to serve customers 24/7. Alternatively, incorporating a chatbot facility turns your website chat tool into an interactive self-serve solution.

Both chatbot and live chat facilities also enable you to interact with customers in various languages.

A Website Chat Tool Will Generate More Sales

Success is defined by many metrics but none of the others matter if sales revenue doesn’t hit the desired levels. A website chat tool is more than just a customer support facility. Perhaps more importantly, it empowers live agents to actively encourage more sales.

Live chat agents can guide users through each step of the buying process. Whether it’s finding the right product or understanding repayment options, supplying quick answers will boost conversion rates not least because users are in the buying mindset whilst interacting with agents. Crucially, the quick answers remove potential obstacles and delays, thus leading to reduced cart abandonment rates.

On a side note, live agents can use this opportunity to upsell based on the interactions and customer’s desires. When done well, average customer spending can soar.

Your Website Chat Tool Can Collect Valuable Data

A website chat tool isn’t only a great way to manage situations based on the current interaction. Crucially, the software can collect a host of data, which can subsequently support chatbots and live chat agents in providing a consistent yet personalised customer experience.

From tracking customer behaviours to identifying audience trends or common issues, data analytics can play a huge role in empowering agents in allowing them to provide the best results. Given that 72% of consumers want agents to know who they are, the ability for employees to access past interactions across all channels makes a huge difference. Not least because agents can pick up the issue from where it left off.

Data-driven decisions can guide all aspects of modern business and customer care shouldn’t be any different. With the right live chat software, success is assured.

Customers Want & Expect You To Use A Website Chat Tool

In addition to enjoying the benefits above, adding a live chat website tool to your e-Commerce repertoire is key for satisfying consumer demands. Live chat is the most preferred form of customer care with 73% stating it delivers the most satisfaction. Moreover, the vast majority expect modern businesses to provide this type of care. If you don’t, they may assume that your customer support isn’t at the desired level - and it will cost you dearly.

So, whatever else you do in relation to customer care, a website chat tool is a vital addition. Get started by arranging your free trial today.