Live chat: impact on an e-commerce site

Today's world is becoming more and more digital and most of the companies have a website where their customers can order and buy products. To differentiate yourself from competitors and to bring real added value, installing a live chat is an ideal solution to improve the customer experience and increase sales.

Greater proximity to your customers

Live chat is a tool installed on a website that allows customers to be helped automatically or by an assistant instantly. Live chat is a tool that improves customer experience since they can answer quickly to customers’ questions. It also allows you to have direct contact with customers, to be closer to them even without a sales consultant. For the brand, setting up a live-chat is also very advantageous because it allows them to talk to several consumers at the same time, which could not be done by an in-store sales consultant. Thanks to this, they can increase their sales and build customer loyalty. Indeed, a customer will be more likely to return to a site where he has been advised quickly and efficiently. A relationship is then built with the customer since the answers are personalised and he finds what he needs very quickly.

An improved conversion rate thanks in particular to the immediacy

Live chat has a positive impact on the conversion rate since the user gets advice and answers to his questions instantly. It reduces the waiting time for consumers who no longer need to go to the store.

This makes it possible to reduce the bounce rate on the sites. Indeed, generally if a customer did not find something quickly on the website, he left. While if a Live chat is installed on the site, he can ask the question to the virtual advisor. So this allows the company to avoid losing potential sales. By installing a live chat, the company can keep the history of user searches and thus offer more personalised suggestions to future visitors.

Economies of scale

This solution has other multiple advantages. For example, this solution is much cheaper than other solutions like telephone assistance. Before communicating directly with an advisor, live chat offers customers a pre-recorded response using keywords; if the response is ever unsatisfactory, an advisor will take in charge. This therefore allows advisers to concentrate on tasks with higher added value (style advice, subjective opinion, etc.).

Immediacy is one of the major assets of Live chat. In fact, unlike an in-store salesperson, live chat is available 24 hours a day, 7 days a week. It provides an immediate response to the user.

A satisfying bridge between technology and people

If necessary, humans will take the lead, which means that live chat is not a solution that eliminates humans. Live chat is a controlled mix between humans and automation. Employees are therefore more efficient on other tasks.

The language used by the live chat adapts to the language of your browser. Thus, it is totally feasible to reach an international clientele if the live chat is correctly programmed and allows you to obtain additional sales.

Great adaptability according to the needs of each retailer

To create a live chat, companies can create decision trees to simulate a user's journey. Thus, all the possibilities of the user journey are studied.

In addition, the answers can be added or modified easily via the tool, which offers greater adaptability. Indeed, if it is a question never asked before, the assistant does not answer sufficiently and precisely. In this case, Cleed will adjust directly in the tool, so that if a similar question is asked afterwards, it will be answered correctly.

To help you in your process, Cleed can improve the customer experience of your business by installing our chatbot tool on your website. We also offer personalised recommendations as well as an automated live chat to meet as many requests as possible from your customers.