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Written by 3by400 Administrator on . Posted in 2011.

Chat Support Followup

A follow-up to our e-commerce tips: one client found that live chat helped close a few big sales. Here's when chat is worth it.

What we saw

After our post on e-commerce tips, one of our clients told us that chat support on their online store had helped close a couple of large sales. They didn't get many chats, but the ones they got counted.

Why chat can matter

Big or complicated purchases come with questions: Will this fit? Can it ship by Friday? Is there a bulk option? A buyer who can get an answer right away is less likely to leave and think about it, and maybe never come back.

When it's a good fit

  • You sell higher-ticket or configurable products.
  • Customers often call or email with questions before they order.
  • Someone can actually answer during the hours chat is on.

When it isn't

A chat box nobody answers is worse than no chat box. If you can't staff it, a clear FAQ and a visible phone number may serve shoppers better.

Doing it well

  • Show chat on product and checkout pages, where questions come up.
  • Set office hours, and switch to a message form after hours.
  • Keep the widget light so it doesn't slow the page.
  • Turn the questions people ask into FAQ content.

Adding chat to your site

Most chat tools come as a Joomla extension or a WordPress plugin. Install them the safe way: see Install and Manage Joomla Extensions or Install and Update WordPress Plugins. Still choosing a store platform? Start with Choosing an E-commerce Platform.

Want help adding chat or tuning your store? Clients can open a ticket. Everyone else can start a project or call 678-379-9321.

Marketing & SEO, E-commerce