One thing is certain: You know that your customers are clicking around in your range. Here it can happen, that the customer becomes unsure of an interesting products and the question arises. So what do you do to help that as soon as possible? You use live chat of course!
On many webshops, the customer can wait around 24 hours from sending a mail to support before they will receive an answer. This gives rise to problems because is potentially can be 24 hours of waiting, where the customer in the waiting time loses patience and drops the purchase on your website. But with live chat, the customer can ask you in the second they are in doubt and you can assist immediately.
Live chat is an app, that can maintenance your online communication and gives you the opportunity to reach out to your customer in realtime. En live chat can help you with different things. It can both welcome your customers as soon they enter your Shopify store, it is able yo display unique products and much more. This allows your customer success team to interact with your visitors, which can create a strong relationshop between you and your customers.
With live chat, is is also possible to connect a chatbot, which is a computer program that, based on the instructions you provide it, automatically will be able to help your customers, when you are away from keyboard. This means, if a customer is in doubt whether it's the right size, the chatbot will be able to send a size guide to the customer.
However, it is important to notice, that some products can be so complex, that it will limit a chatbots function. But it instead it would be a good idea to use the chatbot as in initial start, before the customer success team is ready to take over.
3 benefits having a Live Chat!
- The quick responsetime. You can answer the customer immediately after they have reached out to you through the live chat. They do not have to wait for a response from the mail and it is often easier than calling.
- Due to the improved response time, you will be able to increase the trustfactor and then also increase the chances for a new purchase. In fact, consumers who use live chat are 2.8 times more likely to convert, than those who don't.
- The productivity of your employees increases. With live chat, customer service can have multiple customer dialouges goin on at the same time. This is especially effective if you find that there are often many of the same questions that can be answered quickly.
Brug Shopify Inbox til at styre dine Live Chats
With Shopify Inbox you can manage all your Live Chat from one place. Here you got the opportunity to customize the chats appearance, saved answers, accessibility and much more directly from your backend.
You can also look into new converstion metrics, that gives you the insight into how the chat affects your business, which make you able to plan growth better in the future.
And the best with Shopify Inbox? It's free and built directly into your administration.
Shopify Inbox can help you with following:
- You can just look in one place when you want to manage your Love Chat, rather than juggling between different platforms.
- You can send products, disounts and orders from you Shopify store with just one click and then make the buying experience better.
- If the customer success teams aren't available, the chat can continue through mails.
- It is possible to assign chats to your staff and your team to create a much better overview.
- Get an overview of you customers' most frequently asked questions, which can and should be utilzed to make you FAQ page better and of course make your chatbot answering better in the future.
Live chat as the powerful sales tool
The chart can be used for more than "just" providing great customer support - it is also a powerful ssales tool, which several businesses have started using. Using the chat as a sales tool became more relevant as Covid-19 was at its peak. Actually, sales attributed to a chat interaction on Shopify increased by as much as 339%!
In addition to the easy way to get in touch with your customers, Shopify Inbox also provides ongoing and not least, comprehensive data to help you close more sales based on previous conversations. The data you can collect it:
- What items they have in their shopping cart
- What items they have removed from the cart
- What toping their inquiry is about.
This way, you are able to automate multiple flows based on your customers' responses, thereby enabling you to respond to your customers faster than usual.
With all this being said, there should be no doubt about the strength of the live chat. So it's just a matter of getting started as soon as possible!
