What if one of your site visitors adds a bunch of products to their shopping cart, but then they just leave your website without buying anything? For many businesses, this happens all the time…so much so that nearly 70% of online shoppers abandon their carts before completing a purchase. That’s seven out of ten people leaving without buying anything.
Shopping cart abandonment is one of the biggest challenges for online businesses, but live chat has proven to be a viable solution. Below, this live chat agency in Chicago, Illinois is going to explain how live chat can help turn hesitant shoppers into happy buyers.
When shoppers abandon their carts, there is always a reason.
According to Statista, the most common reasons online shoppers abandon their carts include the delivery being too expensive (41%), they found a cheaper price somewhere else (30%), or there were unexpected costs at checkout (30%). Others may be confused about payment or return options or simply get overwhelmed by too many options. Regardless of the reason, the takeaway is that these shoppers need some help or reassurance.
If a shopper spends too much time on a product page or hesitates during checkout, a chat window can pop up with an offer to help. In fact, nearly half (44%) of online shoppers value having their questions answered by a real person during the buying process.
When is the best time to initiate a live chat prompt?
If you initiate a live chat prompt too soon, it can annoy shoppers, and they might leave your website without even looking at anything else. But if you wait too long, they could already be gone. So, you are going to have to find just the right moment to reach out for help.
For example, if a shopper has been looking at a product for more than 30 seconds, you could send a friendly message. Something simple like, “Need help deciding? We are here!” can show them that you care.
The checkout page is another critical touchpoint. An estimated 60% of abandoned carts can be recovered if you handle them properly. If a shopper has added items to their cart but has not clicked the “Buy” button, this is the time.
A live chat message that answers their questions about shipping, payment, or returns can make shoppers feel confident enough to complete their purchase. A professional live chat agency in Chicago, Illinois will know the best timing and interactions to make these sales happen.
Personalized live chat messages can make shoppers feel valued.
Generic chat messages are like junk mail and very easy to ignore. If you want shoppers to stay and buy, you need to make the messages personal.
For example, if someone has been looking at the same product multiple times, your chat message could mention that specific item directly. It could say, “Hi there! We noticed you are interested in this product. Let us know if you have any questions!” It feels natural and less like you are trying to push a sale.
A professional live chat agency in Chicago, Illinois will know how to create these kinds of personalized messages that make shoppers feel valued.
Balance friendliness and support to close more sales through live chat.
Nobody likes feeling forced to buy something. If live chat feels too pushy, people will leave. The best live chats are friendly and helpful without pressuring the shopper.
Your chat operators also need to be prepared to answer tough questions. Shoppers might ask about shipping policies, product sizes, or return options, and your team needs to have clear and simple answers that make shoppers feel confident and more likely to complete their purchase.
A professional live chat agency in Chicago, Illinois can provide a team of trained live chat operators who know how to handle these situations.
Looking for a Live Chat Agency in Chicago, Illinois?
Are you searching for a professional live chat agency in Chicago, Illinois that knows how to reduce cart abandonment and increase your revenue? If so, our team at Digital Destination LLC is here to help. Contact us today at (312) 933-6806 to get started.