How does a live chat system work and why is it very important for every e-commerce?

If you have an e-commerce, you have surely heard about the importance of offering a live chat service to your customers. But how exactly does a live chat work and why should you consider these services as the ideal solution to improve your online customers' experience? In this article, we will explore the details of how a live chat works, analyze some revealing statistics about the use of these services, and explain in particular what advantages HelpForShopping (HFS) can offer for your e-commerce.

How a Live Chat Works

Let's start with an overview of how a live chat works. A live chat is a real-time communication channel that allows visitors to your website to interact directly with your support team or experts via text messages. This service offers a number of advantages, including:

Real-time assistance: Customers can get immediate answers to their questions or assistance during the purchasing process without having to wait for responses via email or phone calls.
Personalization: A live chat allows you to offer personalized assistance, suggesting products based on the specific needs of customers, thus increasing the chances of conversion.
Improved conversions: Customers who receive assistance via live chat tend to have a higher probability of making a purchase, thus helping to increase your sales.
Reduction of cart abandonment: Live chat can help prevent cart abandonment, allowing customers to resolve any doubts or concerns before finalizing the purchase.

Data and Statistics on the Use of Live Chat Services

But how widespread are live chat services and what are the data that demonstrate their effectiveness? Here are some interesting statistics:

Increase in conversions: Numerous studies conducted by industry experts report that having a live chat can significantly increase the conversion rate of an e-commerce. According to a study by eMarketer, for example, the use of live chat can lead to an increase in the conversion rate of up to 20%.
Customer satisfaction: Numerous surveys show that live chat is one of the most appreciated systems by users for receiving support, in fact, it ranks in the top two positions in almost all cases. A survey conducted by eDigital Customer Service Benchmark revealed that 73% of customers are satisfied with the assistance received via live chat, in the case of this study, the highest score among all support channels.
Cost reduction: Studies also show that live chat is one of the most efficient support channels, with lower assistance costs compared to phone calls or emails, often offering a superior user experience.
Increase in the average order value: Customers assisted via live chat tend to spend more. Research by Forrester found that the average order value for customers using live chat is 10% higher compared to those who do not use it, but there are also reports of much higher values, even in terms of the lifetime value of the customer.

Limits of Current Live Chat Systems

What are the limits of current traditional live-chat systems? While live chat is undoubtedly a crucial element to improve customer service on e-commerce websites, there are challenges that operators often have to face:

Generic Responses: In many live chats, customers can receive predefined or generic responses, which do not take into account their specific needs. This can lead to poor satisfaction and lost conversions.
Poor Specialization: Agents of traditional live chats may not have an in-depth knowledge of the products or services offered by the e-commerce, limiting their ability to provide relevant advice.
Limited Availability: Some live chats have limited availability hours or require prolonged waiting times, leaving customers dissatisfied during peak hours.
High Costs: The costs associated with managing a support team for a live chat can be considerable, especially if you pay an agent for each chat regardless of the outcome.

How HelpForShopping Overcomes These Limits

HelpForShopping has been designed to overcome these limits and offer an exceptional online shopping assistance service. Here's how:

Highly Specialized Assistance: HFS experts are passionate and highly specialized in different product categories. This translates into precise and relevant advice that helps customers make informed decisions.
Real-Time Assistance: HFS experts are potentially available 24/7, to provide real-time assistance, without prolonged waits, giving your customers a feeling of trust and security.
Advanced Personalization: HFS uses advanced data to personalize interactions between experts and customers, suggesting products based on the specific preferences and needs of customers.
Flexible Costs: With HFS, costs are flexible and you only pay for concrete results, the sale of one or more products suggested within a chat