How to Effectively Use Chat In Your Ecommerce Business

If you’ve bought anything online in the last decade, you know the difference between a good and bad shopping experience. Good experiences are the ecommerce equivalent to white glove service: quick, attentive customer service responses, email follow-ups when items have shipped (along with accurate tracking information), and notifications when waitlist items are back in stock. In sharp contrast, not-so-great ecommerce shopping experiences stem from hours-long hold times, impersonal cut-and-paste responses, no tracking information, no follow-ups, and unresolved problems.

Communication is key when it comes to service delivery. Having chat agents who know the ins and outs of your business makes increased sales and happy customers. According to HubSpot, 80% of online shoppers said they stopped doing business with companies because of poor customer service; customer sentiment directly affects your bottom line. ModSquad offers highly skilled chat moderators in locations around the world, meaning clients can offer live responses around the clock as well.

Live chat offers customers a seamless shopping experience that was previously only available in-store and in person. If a customer sees a product on social media, follows an ad to your website, and then ultimately purchases a product, having customer support available at every step of the process should be standard. While some questions can be answered with an automated response, most require human interaction to convert the buyer from a casual browser to paying customer. According to Forbes, 80% of consumers said they are more likely to do business with a company if it offers personalized experiences and 90% said that they find personalization appealing.

There are over 24 million ecommerce websites online right now, which means that consumers have an abundance of options to choose from. Offering 24/7 chat response means reaching customers when they’re ready to buy. 

Here are three reasons having an effective chat strategy could translate into more revenue.

• Human chat agents are prepared to answer questions before a customer abandons their cart. Imagine shopping in the middle of the night and needing an immediate answer about shirt sizing. Ten years ago, that would have been unheard of, but now customers expect a response in minutes. If a buyer requires a quick reply before making a purchase, having a chat agent available can make the difference between a sale and an abandoned shopping cart.
• Exceptional chat customer service creates repeat buyers. Answering questions quickly and providing a friendly, positive shopping experience increases the likelihood that your buyers will return. It’s significantly more expensive to acquire new customers than it is to market and sell to existing customers.
• A positive chat experience boosts customer loyalty and retention. The customer journey doesn’t end when a customer clicks “Purchase.” Integrating a live chat option as Shopify has done, for example, enables you to close the loop on reviews, promotional codes for additional purchases, and email distribution for upcoming sales and promotions.

Meeting your customers personally on their buying journey is key to increased sales and revenue. Chat is a great way to achieve that goal. Our Mods can become a responsive, flexible extension of your support and engagement teams, ensuring that every online shopping experience is a delight.

Click here to learn more about how we approach customer support for ecommerce businesses.