This is one reason why entrepreneurs are slowly adding live chat support. Rather than watching potential customers bounce off their ecommerce sites without a purchase, they invest in a support tool to attract customers and keep them happy.



LiveChat is a type of chat support software that delivers fast and simple communication between ecommerce owners and customers. Here are the advantages of this software.

It provides an instant response to customers

In this day and age, delays in communication are becoming unacceptable. Most online customers with unanswered questions would almost instantly click away to another retail site. 

It usually takes a day to receive feedback via email support. Calling through the phone gets faster results than waiting for an email response, but customers get frustrated picking up the phone, going through phone prompts, listening to hold music, or being transferred to other representatives.

LiveChat, on the other hand, can surprise customers with real-time answers which in turn resolve problems on-the-spot. There may be occasional queues, but they are typically much shorter than phone queues.

It’s convenient

LiveChat is convenient because customers could easily chat through their personal computer or mobile device even while browsing other web pages. It also eliminates international phone call costs and unfamiliar accents that can hinder clear communication. In addition, chatting allows both the seller and the shopper to exchange helpful files and links on the chat box and type complicated names rather than saying them.

It offers personalised service

Personalisation on ecommerce websites improves the shopping experience of the customer. Through LiveChat, customers get to communicate with real live people and not with automated machines. 

Online shoppers get to be called by their names and remembered from their previous visits. They get to be led to the right direction when they are lost in the purchasing process. In some cases, LiveChat agents even act as personal shoppers and follow-up on previous purchases, making the customers feel extra special and well-taken cared of.

It saves time and money

Time and money are very crucial elements of a business. Adding LiveChat to one’s retail website can help save both. 

Firstly, the initial set-up and implementation of live chat support is quick and easy. Next, compared to a phone agent, a LiveChat agent can chat with several people at a time, thus reducing the need to hire more agents. LiveChat also helps customers pick the right product so “product return expenses” would be significantly reduced. Lastly, this software minimizes the overall contact center costs by lowering interaction costs.

It increases sales

Many customers abandon their shopping journey when they don’t get help the time they need it. LiveChat prevents this from ever happening. Through chat support, agents are able to engage customers and guide them when difficulties arise - especially during checkout. Agents are able to offer live help and secure the sale the first time around.

Chat agents who understand the needs of the customers are also in a perfect position to recommend additional items to purchase.

It improves conversion

Potential online customers tend to turn into actual customers with live chat support. As mentioned earlier, LiveChat support offers instant answers to questions and even provides recommendations proactively. 

Customers gain confidence having a person walk them through a purchase. It’s just like in a real-life shop but less intrusive. LiveChat makes potential customers trust the business and feel valued, thus making a purchase or even spending more. 

It increases long-term relationships with customers

LiveChat banks on personalising the online shopping experience offering customers what they want. The good experience makes customers happy and keeps them coming back for more. 



Satisfied customers are less likely to switch, and are less price-sensitive so as long as they feel they are taken cared of, they are less concerned how much they pay. Satisfied customers also tend to share their positive experience to their friends and family, attracting more customers to the business.

It gives the business an edge against competitors

It’s very important to stand out among competitors these days. Businessmen need all the help they can get to gain new customers. Since not all businesses have added LiveChat yet, getting one will have competitive advantage over rival businesses. 

It monitors the business’ quality of service

Apart from providing instant feedback, LiveChat helps entrepreneurs monitor the quality of business they provide. Through checking chat logs, they are able to see the conversations between the agent and the customer. LiveChat also allows the company to analyze data and find out which is and isn’t working for the business.  

LiveChat is not only for Business-to-Consumer companies

LiveChat is a very valuable tool for B2C companies such as ecommerce sites. However, the software is also tremendously useful for business-to-business companies. With LiveChat, B2B companies can improve communication and make their online transactions with clients more personal.

Tips to get the best out of live chat support

1. Make it personal.
The point of having live chat available is to provide human interaction to the customers. Chatting with robotic greetings or responses kills the effectiveness of the support tool. Should you use automated features, use them wisely. For more insights from the Transeo Team please subscribe below.

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