Why live chat for e-commerce is so important

Peyton Duplechien • 16 Feb 2022 • 3 min read

If you’ve ever worked in an e-commerce environment, you probably know the sting that comes with losing a potential lead. And you’re not alone. In fact, the average visitor-to-sale conversion rate for e-commerce sites globally, as of 2019, was a mere 2.58%! 

 This is not a one-off phenomenon, either – the global conversion rate averages between just 1% and 5% from year to year. In other words, most online visitors are ready to look, but not ready to buy. This is in stark comparison to the 20% to 40% conversion rate of traditional brick-and-mortar stores. 

It goes without saying that converting less than 5% of your online store’s leads to sales can feel like an excruciatingly small incoming buyer rate. But, despite this drawback, e-commerce sites are set to become an increasingly necessary part of online trading. And a big part of this is Live Chat. 

So, if you want to set your online business apart from your competitors, read on to learn more about the benefits of live chat for e-commerce and how to set up an e-commerce Live Chat for your business. 

The importance of Live Chat for e-commerce 

While consumers may certainly be more open to online window shopping, it’s clear that they’re usually only drawn to purchasing from an online store when they finally decide on a product or service. 

 The ease, convenience, and accessibility of online shopping options are great for consumers, and these aren’t benefits that shoppers are planning to give up any time soon. 

However, knowing how to use your e-commerce website properly is key to turning a decent profit and keeping your company afloat. In other words, you need to know how to get shoppers to commit to a purchase. 

And that’s where Live Chat comes in! By offering exceptional customer service through an e-commerce Live Chat system, you can reach out to customers directly and get their feedback. 

Below are just some of the key benefits of Live Chat for e-commerce websites: 

 Direct customer responses 

One major reason why the lead conversion rate in brick-and-mortar stores is much higher than on e-commerce websites is that customers in a physical location can ask a staff member questions about a product they’re looking at. 

 Websites with only a written FAQ or an automated response system miss out on that human interaction and can leave guests unsure about the product in question and less willing to follow through with the purchase. 

 With an e-commerce Live Chat, however, your online small business can attend to any and all customer concerns with an attentive Virtual Receptionist who will bring that in-person charm to their digital interaction. 

 You can even use tools like VoiceNation’s after-hours answering service to make sure your customer has a live receptionist to interact with at any time of the day – perfect for when operating outside of peak hours. 

 Expert product and service knowledge 

Alongside rapid customer responses, another main benefit of live chat for e-commerce is that customers gain the ability to speak directly to an industry expert who knows all of the important details about your company without having to hop on a phone call to speak to someone. 

 Small business live chat software is a true hybrid between the physical and digital shopping experiences. It gives shoppers the benefit of interacting with a human while eliminating some of the social anxiety that can come from having to locate and pull aside someone in a brick-and-mortar store. 

 Live chat also streamlines your order processing, so you never lose a customer to delayed handling times! Having a real-life person behind every interaction who understands how the business works means your sales operate more smoothly and your source of revenue is placed in secure hands. 

 Opt-in for customer service on the go 

As you can see, a good e-commerce live chat can be a game-changer when it comes to interacting with customers across the country. So, if you’ve been debating whether or not your small business needs live chat software, then the answer is almost definitely; yes! 

And if you want the best live chat software for e-commerce, look no further than what we have to offer here at VoiceNation. With VoiceNation at your side, you can serve your customers in a way that fits their busy lives. 

Our Virtual Receptionists can offer an expert and professional service when it comes to Live Chat, and we also offer a Live Answering Service for those who need it. Speak with our team today to learn more and don’t forget to visit our blog for similar articles, such as Live Chat support benefits and Live Chat support vs. voice support.