As a Developer I can tell you that there are two definite schools of thought behind the implementation of Ecommerce live chat. These can be approached from logical and emotive perspectives.
The Present World of Ecommerce Live Chat
The logical side to Ecommerce live chat is very much rooted in the here and now. It is rooted in what Ecommerce is and what it can be used for as we speak.
It is always astonishing how many companies either do not use live chat or do not man it correctly. Live chat is an incredibly powerful tool for any website and none more so than a website designed to sell a specific product.
What is liked, and why it is popular, is that customers like to know that there is a human person behind the website. They want to know that they will not be ripped off, and that if they are not happy with their product they have a direct line to the customer services team. In a world where utility companies and banks keep their customers on hold for twenty or more minutes at a time, this is invaluable.
The website Kissmetrics also reported a study in which it was stated:
"In 2008, Wells Fargo made a second attempt to leverage online chat to drive sales, and happily, this time the results have been crystal clear. High customer satisfaction scores and a double-digit increase in converted shoppers have shown the value once and for all of this technology."
Ecommerce live chat has a huge untapped potential in increasing sales and providing customer service. A recent study by Econsultancy showed that 73% of customers were left satisfied when dealing with customer service via live chat, with 79% feeling like their problems were answered right away.
Studies aside, live chat has shown great results, resulting in an incredibly easy interaction between customer and company.
What we see live chat currently doing is breaking the illusion that companies are untouchable corporate bodies, bringing them down to the level of the client. Live chat is a way of companies reaching out and encouraging the customer to talk to them, obliterating walls and helping customers interact with those they are buying from.
One question we face as Developers is whether it will slow down a website to the point where it will damage SEO. The answer is no, it will not, as it can appear as a drop in, pop up, or tab after the page has loaded. This will not slow the initial load time down.
Ecommerce live chat is a fantastic product, and one that is easy to implement into any website.
The Future World of Ecommerce Live Chat
The emotive side to Ecommerce live chat is not what the product is, but more what it could become.
At its present level live chat is fairly rudimentary in purpose. In most cases a chatbox can be expanded which, in turn, sends a notification to a customer services email account. This not only adds some delay to the response, but it also requires the person on the other end to be constantly attentive. In a large percentage of companies with live chat there is not even a specific person whose job it is to answer the queries. Instead it just goes into the email account of one of the team members. This is far from ideal.
The good news is that this is easily rectified. A new innovation in terms of live customer service chats is having someone who is constantly attentive to the needs of the customer. Schuh are one fantastic example of this, acing the Ecommerce live chat experience by having video chats available. The notion fits their product perfectly, as it allows for live advice to be given to paying customers about the best shoes for any particular situation.
This is an incredibly simple innovation, and yet one which goes above and beyond.
As the years pass and technology gets better there is a simple assumption that can be made, and that is that in some cases Ecommerce live chat will take a step towards AI and programs such as A.L.I.C.E. Will this take over Ecommerce live chat? We don't know, however we do know it will never improve upon face-to-face communication.
To find out how Ecommerce live chat can be used to engage with customers further, and a few other methods of engaging customers on a website, please click on the button below.