Shopify live chat: A better shopping experience

Many online retailers spend a significant portion of their budgets bringing people to their online stores, be it through digital ads, loyalty programs, or nurture emails. However, unlike their brick and mortar counterparts, when a customer arrives on their website or app, it can be difficult to provide support and streamline the path to purchase. Shoppers must typically fend for themselves if they can’t find something or have a question, and must either figure it out themselves or reach out to customer service via email or phone. This completely ruins the convenience of online shopping, and considering the oversaturation of online retailers, many customers will simply find what they’re looking for on a competitors site. Shopify live chat is the perfect solution to this, because it enables proactive support directly within the online store. Now online retailers can provide a similar level of personal, 1 on 1 support customers have expected in brick and mortar stores.

Shopify chat support is a powerful tool for online retailers because it provides benefits for everyone involved. For customers:

• Questions are answered in real-time.
• Shoppers can continue to browse while they chat.
• It’s a real conversation. Unlike with email, customers can ask followup questions and get answers immediately.

And for retailers:

• More purchases, less abandoned shopping carts.Customers can get the answers they need that would have otherwise caused them to prematurely end the shopping process.
• Proactive support. Retailers can identify when shoppers appear stuck and proactively offer to help them complete the purchase.
• Cost efficiency. Shopify live chat is less expensive than phone support. Plus agents can work on multiple chats at once, further saving time and resources.