The first step in e-commerce development is diverting traffic to the website. However, the success of an e-commerce website depends on how effectively it can engage the interest of customers, and convert that interest into a sale. This can be achieved by incorporating special design elements such as live chat into the website design.
Live chat is the online equivalent of sales personnel in retail stores. Customers like to feel comfortable browsing through products. Unnecessary attention from sales personnel can make them feel crowded. Sales personnel stick around but approach customers only when they need help. The same works with live chat. It is always there, but customers can make use of the feature only when they need help, such as getting answers to enquiries, more details on products and so on.
Live chat is popular with frequent e-commerce shoppers
This feature is much more popular amongst frequent internet shoppers than those who do not make online purchases regularly. Studies show that over 40% of the people who use live chat make online purchases at least once a week. A good many of these buy from e-commerce outlets several times a week. This could possibly imply that the people who use this feature actively are those who are comfortable with advanced web technology and internet shopping. It could also mean that live chatting provides the necessary push to get customers to finalize a purchase. Either way, chatting is definitely a feature worth considering in your e-commerce website design.
Live chat can improve holiday business
Holiday season is a lucrative time for businesses. The volume of sales seen in retail stores during holiday season can make a marked difference in their annual profit. Live chat is mostly used by frequent internet shoppers who form a large part of the holiday shopping crowd. Incorporating this feature in your e-commerce website can increase the bottom line of your business in the holiday season.
Live chat is best for routine enquiries
Popularity of live chatting depends on how comfortable customers feel with the feature and their purpose in communicating with the business. Customers are more comfortable using the phone to discuss situations that involve sharing of sensitive information, purchase of an expensive product or resolution of a problem.
Live chatting is usually preferred by customers for routine enquiries. These include checking the status of an order, requesting details, and enquiries related to inexpensive purchases. If the requirement is simple, customers do not feel the need to pick up a phone.
Studies clearly indicate that live chatting is a desirable website design element that improves the customer's experience and conversion rates. Live chat with the e-commerce sales personnel can convince a hesitant customer into making a purchase. A good percentage of people who use this feature are regular internet shoppers and it is good strategy to nurture this customer segment. Live chat is high on the list of preferences of frequent internet shoppers, and should be part of your e-commerce website design.
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