6 May
min to read

8 steps to Implementing eCommerce Live Chat and Enhancing Customer Engagement

Customer Experience
Support Teams
Written by

Valentyna Dimova

Head of Support and Customer Care
Linkedin profile

Valentyna Dimova is a customer support expert with over two years of experience at EverHelp. Currently, she leads the Support and Customer Care team, leveraging her data analysis and project management skills to ensure exceptional customer experiences. Valentina's background also includes a prior role as Customer Support Team Lead, demonstrating her strong leadership and team management abilities.

52% of customers are more inclined to stay loyal to a brand that provides live chat support. Understandably so, as nobody enjoys waiting in line for the assistance they need. In today's competitive business environment, offering convenient and responsive customer service is crucial. After all, customers have options, and they're likely to choose the brand that values their time and convenience. That’s where this article might help.  

Today, we're here to empower ecommerce businesses in winning over their customers through live chat implementation. We'll provide all the necessary information, from what to expect from live chat to the steps needed to adopt it.

If you've been considering live chat implementation for your eCommerce business but need assistance with staffing, training, or onboarding, book a meeting with us. We're here to help you every step of the way.

What are the benefits of live chat support for eCommerce? 

We'vealready  emphasized that implementing real-time customer support is more of a necessity than an option. And given customers' preference for real-time chat, the pros must be clear. However, while the overall impact is evident, we understand that businesses need to thoroughly evaluate the specific benefits before making any changes. So, here's what ecommerce businesses can anticipate from adopting live chat.

Increased sales conversion

Live chat enables eCommerce businesses to engage with customers at critical points in the buyer's journey, such as during product selection or checkout. A customer browsing a website may have questions about a particular product's features or specifications. With live chat, they can get immediate answers, which can lead to a purchase decision.

Improved customer satisfaction

A satisfied customer is the main goal of every eCommerce business, and good service is the key here. If a buyer encounters an issue with a recent purchase, they want to quickly reach out to the customer support team and get immediate assistance. No or late answer may cause customer churn, while resolving the issue promptly will result in a positive customer experience and increased satisfaction. 

Enhanced customer engagement

Live chat fosters direct communication between eCommerce businesses and their customers, facilitating meaningful interactions. For example, businesses can use live chat to proactively engage with website visitors by offering assistance or personalized recommendations based on their browsing behavior. By engaging customers in real-time conversations, eCommerce businesses can build rapport, address concerns, and guide them through the purchasing process, ultimately leading to higher engagement and customer loyalty.

Real-time support and issue resolution

Whether a customer has a question about a product, encounters a technical issue during checkout, or needs help with an order status, live chat allows them to connect with a support agent in real-time. This quick and efficient communication channel enables businesses to address customer concerns promptly, leading to faster issue resolution and a seamless shopping experience. 

Cost-efficiency and operational benefits

Live chat can streamline customer support processes and reduce operational costs associated with traditional support channels, such as phone or email support. For example, live chat allows agents to handle multiple customer inquiries simultaneously, increasing efficiency and reducing the need for additional staffing. 

Valuable customer insights

By analyzing chat transcripts and customer interactions, businesses can gain valuable insights into common inquiries, product issues, and areas for improvement. These insights enable businesses to make informed decisions about product offerings, marketing strategies, and customer service initiatives. 

Competitive advantage

Between 2019 and 2023, the global ecommerce landscape witnessed an unprecedented surge, with the number of ecommerce sites skyrocketing from 9.2 million to an astounding 26.5 million. The surge in 2021 alone marked an impressive 204% growth, illustrating the rapid evolution of online commerce.

With such a vast array of options available to consumers, standing out in the crowded marketplace is more crucial than ever. Fortunately, offering live chat support provides eCommerce businesses with a distinct competitive advantage. Businesses that prioritize live chat demonstrate a steadfast commitment to accessibility, responsiveness, and customer satisfaction, setting them apart from their competitors.

Live Chat vs Chatbot

In the realm of customer support, businesses often question whether Live Chat and Chatbot solutions offer the same advantages, quality, and impact. While these terms are sometimes used interchangeably, they represent distinct approaches to facilitating customer interactions.

Live Chat involves real-time assistance provided by human agents through text-based communication, offering personalized and empathetic support. Conversely, Chatbots are automated software programs designed to simulate human conversation and provide instant responses to customer queries.

And here we will explore the main differences between Live Chat and Chatbot. By understanding the nuanced differences between these solutions, businesses can make informed decisions about which approach best aligns with their objectives and customer service goals.

Real-time interaction

Live Chat: Offers immediate real-time interaction with a human agent, providing personalized assistance and empathy. 

Chatbot: Provides instant responses but lacks the human touch and may not always understand complex queries.

Personalization and customization

Live Chat: Allows for highly personalized interactions based on customer preferences, history, and context.

Chatbot: Can personalize responses to some extent but may struggle with complex or nuanced conversations. 

Complexity of queries handling

Live Chat: Human agents can handle complex queries, provide detailed information, and adapt to unique customer needs. 

Chatbot: Chatbots excel at handling simple and repetitive queries but may struggle with complex or ambiguous requests.

Availability and scalability

Live Chat: Availability depends on agent availability, which may vary based on business hours and workload. Scalability can be limited by staffing constraints.

Chatbot: Chatbots are available 24/7 and can handle multiple inquiries simultaneously, making them highly scalable and always accessible. 

Efficiency and response time

Live Chat: Response time can vary depending on agent availability and workload but generally offers quick responses. 

Chatbot: Provides instant responses, ensuring immediate assistance and faster resolution of simple queries. 

Cost-effectiveness and resource management

Live Chat: Requires staffing and training of human agents, which can be more costly than chatbot implementation. 

Chatbot: Initial setup costs may be higher, but chatbots are generally more cost-effective in the long run, requiring minimal ongoing maintenance and staffing.

Customer satisfaction and engagement 

Live Chat: Offers personalized and empathetic support, leading to higher customer satisfaction and engagement. 

Chatbot: While efficient, chatbots may lack the human touch and empathy, potentially leading to lower satisfaction for complex inquiries. 

What do statistics say? 

A study by CGS
discovered that 86% of customers prefer interacting with a human agent over a chatbot. At the same time, 71% of customers stated that they would be less inclined to make a purchase from a brand lacking real customer service representatives.

8 steps to implement live chat in eCommerce business

1. Planning and strategy

Begin by identifying your goals for implementing live chat. Are you aiming to improve customer service, increase sales, or reduce support costs? Clarifying your objectives will help guide your implementation strategy.

2. Choosing the right live chat software

Research and select a live chat software that meets your business needs. Consider factors such as ease of use, integration capabilities with your ecommerce platform, scalability, and customization options.

3. Customization and branding

Customize the chat interface to align with your brand identity and provide a seamless experience for customers. This may include branding elements, proactive chat triggers, and personalized greetings.

4. Integration with ecommerce platform

Integrate live chat with your ecommerce platform to access customer data, order information, and product details in real-time. Seamless integration will enable agents to provide more personalized and efficient support.

5. Staffing

Determine the staffing requirements for your live chat support team. Consider factors such as the volume of inquiries, peak hours, and language preferences of your customers. Hire and train agents who are knowledgeable, empathetic, and equipped to handle customer inquiries effectively. 

6. Training and onboarding

Provide comprehensive training for your customer support team on how to use the live chat software effectively. Focus on communication skills, product knowledge, and best practices for delivering exceptional customer service.

7. Testing and optimization

Test the live chat system thoroughly to identify any technical issues or usability concerns. Gather feedback from both customers and agents to continually optimize the chat experience and improve performance.

8. Monitoring and analysis

Implement tools for monitoring live chat performance, including metrics such as response time, resolution rate, and customer satisfaction. Use data analytics to gain insights into customer behavior and identify areas for improvement. 

Or you can make it easier for you and outsource eCommerce live chat support to a reputable provider like EverHelp. Outsourcing allows you to access experienced agents who are available 24/7 to handle customer inquiries, freeing up your internal resources to focus on core business activities.

And that's it! 

In conclusion, the implementation of live chat represents a pivotal opportunity for ecommerce businesses to elevate their customer service and drive growth. While challenges such as staffing, integration complexities, and ongoing maintenance may arise, they are far outweighed by the benefits of enhanced customer satisfaction and increased sales conversion.  

With our expertise and support, navigating these challenges becomes manageable, ensuring a seamless deployment that aligns with your business objectives. By partnering with EverHelp, you're not only gaining access to innovative solutions but also to a dedicated team committed to your success. Reach out today to take the next step in transforming your customer support strategy and staying ahead in today's competitive eCommerce landscape. Talk to you soon! 


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