Imagine you’re shopping at a shoe store. You’re looking for your size in a pair of boots that caught your eye, but you can’t find it. You wonder: Are they out of stock? Do these boots not come in half-sizes?

You look around for a helpful staff member, but there’s no one around. There’s just a plaque on the wall that tells you to call a phone number to reach a representative.

You could do that, but it seems like a lot of effort just to ask a quick question. You start to wonder: “Do I really want these boots?” Ultimately, you decide it wasn’t meant to be and you leave without purchasing anything.

Most customers aren’t going to wait around for an email response or in a phone queue to ask a question about the product they’re considering. When customers can’t get an answer quickly, they’ll leave your store and look elsewhere.

What is ecommerce live chat and why do you need it?

Ecommerce live chat is typically a pop-up or small window on your ecommerce website that allows your business to be there when customers have even the smallest of questions.

It’s an essential part of the ecommerce customer experience, and it can help your online shoppers feel more secure in their purchases.

Your customer support team monitors your live chat software to ensure they don’t miss a single question, concern, or even complaint from customers. It can be a great way to completely turn a shopping experience around.

Looking for a few more benefits of live chat for your ecommerce website? We’ve got five.