The Value of Integrating Live Chat Into Your E-Commerce Site

In addition, once a visitor is engaged via live chat, customer service representatives (CSRs) can easily make upsell recommendations based on the items in the shopper's cart.

Although there are many effective features of live chat, there's one often-overlooked strategy that has far-reaching benefits: proactive chat. Much like a sales representative in a brick-and-mortar store asking shoppers if they need help when they walk into the store, with proactive chat the same can be done in the e-commerce world.