How to Use eCommerce Live Chat for Ultimate Customer Satisfaction

Customers that find what they need in a live chat session feel a greater sense of trust in your brand

At the end of last year, Smart Insights pulled research data and found that “Website visitors who engage with a brand through live chat are worth 4.5 times more than visitors who don’t.”

The Critical Components For a Successful eCommerce Live Chat System

Your customers want fast answers and positive experience when seeking help

Pre-Chat Surveys

Customer Behavioral and Historical Data

Conversation Routing

Whichever eCommerce live chat platform you choose, you need to be able to count on reliable conversation routing.

Chat Queue Prioritization

While the goal is never to frustrate existing customers, some inquiries are more urgent than others.

Final thoughts

Customers that find what they need in a live chat session feel a greater sense of trust in your brand.

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