Here's what you may have missed in the world of ecommerce.
Any salesperson will tell you, you make a connection with a shopper, you make a sale. While this may seem like business 101, it’s taken ecommerce 20 years to fully embrace (and for the technology to catch up). But finally today, online stores have their own equivalent of a peppy sales associate.
Onlines stores rely on live chat to make the same human connection with shoppers that brick-and-mortar stores take for granted. It’s a boon to both site owners and visitors, which is why demand for live chat went up 43% in 2016 and is still growing. While in the past ecommerce sites could get by without live chat, more and more it’s becoming a necessity.
In today’s Divvit Digest, we present 5 articles to keep you up-to-date on live chat best practices and why it’s important.
Looking for a quick introduction to live chat? The ecommerce optimization company CartHook offers a 7-minute video explaining some basics about live chat and 3 tips for using it effectively. It’s nothing more than a vlogger sharing his thoughts to the camera, but since he knows what he’s talking about, it’s a worthwhile watch if you prefer videos to articles.
Unlike other website essentials, live chat is something that you can add on to your site from secondary software. One of the most popular live chat providers to date is Intercom. Live chat, personalized messaging, help desk support, customer onboarding… Intercom is a great multi-purpose tool for all things customer service. Check out our review of Intercom to learn about what it does, how much it costs, and whether or not it’s right for your company.
If you’re still not convinced with our review about Intercom, there’s plenty of other live chat apps to choose from. The blog of Ecommerce Platforms features an article comparing some of the top live chat apps as of August 2017. This article is great for reviewing multiple options: it explains each product, its pricing, and whom it’s intended for.
Getting live chat on your site is just half the battle. At their core, these are ecommerce tools for communication, and communication is nuanced… especially when it’s conducted by typing into a tiny box on a screen. If you want to make the most out of live chat, you need to learn how to use it. That’s why we’ve compiled a list of 9 live chat best practices; these advanced tips show you how to go the extra mile with live chat and take it from convenience to conversion.
This Entrepreneur article deviates from practical ecommerce advice to look at the greater picture of the live chat industry. Murray Newlands interviews Joe Gagnon, Chief Customer Officer at Aspect Software’s Cloud Solutions, with over 20 years of experience in customer relationships. The interview dives into the current state of customer service in digital platforms, and how well automated solutions can fill that desire for “human” interaction.