Why Live Chat is a Must Tool For Ecommerce Business

The ecommerce industry has been continuously growing with a rapid speed over the past few years. The trend towards ecommerce is showing no signs of slowing down. In fact, shopping has become one of the most popular activities over the internet. More than 1.66 trillion customers are buying goods and services online. As per prediction completed by Statista, global retail ecommerce revenue will amount to $4.88 trillion by 2021.

While the numbers make online business owners happy, this is still a competitive industry. In order to stay ahead of the competition, companies need to offer exceptional customer service to their customers. Customer service is key to ecommerce growth. Companies need to have the right tools in place in order to deliver the best customer experience. One of these customer support tools is live chat.

As per research report of an Aberdeen group, live chat is the most preferred method of communication for online shoppers compared to other communication channels. A study by the AMA states that customers are more likely to make a purchase from a website offering live chat service compared to those who don’t.

What is E-Commerce Live Chat?

Live chat is a communication platform that facilitates you to give support to the customers’ queries or to assist visitors to your website in real-time. With the help of live chat software, customers’ queries are solved within a few minutes.

This blog post will examine the top reasons why live chat is a must tool for your ecommerce business and how it converts visitors to customers and boosts conversion rate and sales.

Response Time

In this digital era, speed is king. Customers are looking for quick and helpful responses. They do not like to be put on hold or wait too long to get a solution to their queries. With every late reply, you are creating a chance to lose a lead. Live chat is the best option to have real-time conversations with your customers, reducing response time and boosting conversion rates.

An agent can proactively start the communication with the visitors and can suggest to them products based on their purchasing behavior.

Most of the companies are implementing live chat software on their website do so in order to give quick, convenient support to the customers and to improve customer service and response times.  


Boost Conversions & Sales Volume

According to Econsultancy, more than 70% of customers were satisfied with their live chat experience compared to all other channels including phone or email. This data proves that live chat is the best tool to boost conversion rate and sales. With the help of live chat, your customer service representatives will be able to handle multiple customers and can instantly respond to customers.

If the customer’s concerns are solved quickly, this will leave a good impression leading to a more sustainable relationship and an improvement in retention rates.


Cost Efficient

Businesses are always looking for a cost-effective customer service solution. Studies show that live chat is the best and most low-cost communication channel. More and more companies are switching to live chat from phone or email support as they are too costly to maintain and setup. Implementing a live chat feature on your website will generate more revenue compared to revenue generated by emails or phones.

Live chat reduces costs in several ways:

  • Cost per interaction – It considerably decreases the cost of recruiting more service agents as one live chat agent can provide assistance to multiple customers simultaneously. Live chat offers real-time support to the customers and thus, it saves a great amount of time and money.
  • Retention – Reports states that live chat increases customer retention rates between 48-63%. And as we all know, selling to loyal customers is much easier and cost effective than converting new customers.

Live Chat Provides a Competitive Advantage

There are businesses which do not offer live chat. This calls for a great opportunity. Why not step ahead and gain a competitive advantage by offering a live chat solution on your website?

By providing live chat support and quality customer service, you can win the hearts of your customers.

Post Affiliate Pro reported that they observed 23% of the increase in conversion rate after implementing live chat on their website. With the help of live chat, you can offer 24/7 support during the checkout process which will increase conversion rates and reduce the chance of losing sales.  

Live Chat Gives Higher Satisfaction = Loyal Customers

Live chat is the best way to build a strong relationship with customers. When customers feel that their concerns are solved, they will share positive experiences with those around them. This also builds trust, fostering a stronger relationship between the customer and the company.

When your existing customers see that they get top-notch customer support, they will be more inclined to spend more and stick to your brand. If you manage to offer good support to the customers through live chat on their first visit, they will become loyal customers.

The Bottom Line…

If you are looking to quickly increase your ecommerce business revenues and build a long term relationship through great customer service, live chat is the solution you’ve been looking for.

Using this tool, you will be able to provide a “WOW!” experience to your valuable clients and customers. Live chat helps considerably in decreasing costs, and increasing average order value and sales. It is a perfect combination of efficient technology and human contact.

Guest Author Bio

Sam Makad is an experienced writer and marketing consultant at Acquire Chat. His expertise lies in marketing and advertising. He helps small & medium enterprises to grow their business and overall ROI.

Lead Liaison Press Release

Broadleaf Commerce Chooses Lead Liaison to Execute Sales & Marketing Strategy

Dallas, TX – Broadleaf Commerce provides robust commerce solutions to support enterprise retail brands. They’ve recently been named in Inc. 5000’s List of Fastest-Growing Companies in America for the second year in a row. Their brand is rising to the top, and that’s no accident. The company practices effective and efficient strategies, both internally and externally, in order to compete.

Broadleaf has experience with marketing automation solutions outside of Lead Liaison. Prior to using Lead Liaison’s solutions, they used a competitor for email campaigns, website tracking, and social media. They started looking for an alternative solution that would enable them to do their wholistic prospecting and marketing automation within a single platform. They needed a solution that better aligned their sales and marketing team, with automation tools and the ability to personalize content.

After much research and consideration, Broadleaf Commerce chose Lead Liaison to replace their current marketing automation solution. In the video testimonial released this week, Broadleaf Commerce’s Chief Operating Officer, Brad Buhl, and his team speak to the reasoning behind that decision.

“Lead Liaison helps us have a single platform to look at visitor views into the website and their interaction with us, on a more passive basis,” says Buhl. “We’ve also gone through Sales Enablement with them, so now all of our emails are synced up with Lead Liaison from our sales team. We are able to get a full picture of when a customer comes in the door, what they click on, what they are interested in, and how we personally communicate with them.”

Lead Liaison’s Sales Enablement is one of two cutting-edge solutions the software provider brought to the table over the last year – the other being their innovative event lead management solution. Sales Enablement provides a suite of sales solutions designed to make salespeople’s lives easier.  It provides two-way email sync so reps never have to use Bcc addresses to get content into their CRM, a sales automation functionality called Rhythms to help reps book more meetings, and even more customization options.

From a sales velocity perspective, Lead Liaison’s solutions allow Broadleaf to see when their team starts working with a customer, how long it takes to close and what the steps are to get them closer to close. What’s more, they can zoom out even further and look at the leading indicators for how a lead originated, to getting to the point where the customer reaches out.

“When it comes to content creation and building emails,” says Cassandra Gaston, Marketing Specialist at Broadleaf Commerce, “I’m able to both use the editorial mode but also edit in HTML, which means that I can get as granular as I want to. When it comes to picking the right messaging for a campaign, you need to be able to get that granular.”

Broadleaf Commerce’s account executives also use Lead Liaison’s CRM and Sales Enablement functionality for organization and outreach purposes. Their marketing team uses Lead Liaison’s marketing automation and website visitor tracking solutions to create and distribute relevant and educational content, thus creating meaningful exchanges that build brand awareness. Their leadership team utilizes the reporting and analytics that come standard in Lead Liaison’s software.

“We have five people on our business development team,” say Nick Staargaard, Account Executive at Broadleaf Commerce. “We are competing against organizations that have thousands. By being able to use Lead Liaison in an effective manner, it allows us to compete with those bigger companies and really brings us to the forefront of that competition where we are being recognized by bigger companies now.”

The collaboration between departments gives Broadleaf a lot of insight into their prospects and the kind of information they should be leading with when they make contact.

“In order to do a lot, you have to spend a lot,” says Buhl. “But with Lead Liaison, you can do a lot without having to spend a lot. That’s not only in the price of the software, but it’s in the time that you have to consume in order to get there.”

This video testimonial, plus many more, are available here.

About Lead Liaison
Lead Liaison provides cloud-based sales and marketing automation solutions that helps businesses accelerate revenue by attracting, converting, closing and retaining more prospects. Filling a void in the small pool of marketing automation providers that focus on marketing-centric functionality, Lead Liaison gives equal focus to sales providing sophisticated visitor tracking and additional website engagement tools to boost sales effectiveness. Lead Liaison blends ease-of-use, a flexible business model, deep external integration, marketing across social, web, mobile, email and offline channels and powerful functionality, all specifically tailored for mid-sized businesses, into a single platform, called Revenue Generation Software®. Lead Liaison is headquartered in Dallas, Texas. For more information, visit or call 1-800-89-LEADS (895-3237).