Support Shoppers with Magento Live Chat

When it comes to ecommerce, providing an outstanding experience for every visitor is essential. Online shoppers have high expectations for things like ease of shopping and quality service. If a visitor doesn’t get these on one online store, they can simply move to another to find what they need. Understanding this, savvy online retailers are increasingly looking to improve the experience, which in turn improves vistor loyalty and retention.

One essential component to the experience is providing quick, personal service, something that has been a challenge for online retailers. Without the benefit of the kind of face to face interactions possible in brick and mortar stores, it can be difficult to meet a customer’s needs in a timely fashion. While email and phone have traditionally served as channels for support, online shoppers are beginning to demand something better. Enter the Magento live chat plugin.

Magento live chat lets online retailers communicate with and support every visitor directly within their online store with chat widget. So if a customer is has a question that is getting in the way of a purchase—such as specifics about a return policy or details about a sale—they can reach directly to a support agent without having to move away from the shopping experience. It might not seem like much, but removing any barriers between browsing and purchasing will improve conversion rate and prevent customers from moving to a competitor.

Magento live chat also enables online retailers to provide proactive support, which lets them attempt to solve a problem before it arises. If the retailers sees that a customer has left items in their shopping cart, and bounced from the site, a support agent can initiate a chat with the customer the next time they return to the online store. Thanks to this integration, they can then ask questions, determine what’s preventing them from completing the purchase, and work with the customer to solve the issue.