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

High shopping cart abandonment rates are a plague for online retailers. By initiating automated chat invitations with prospects based on specific predefined rules or by reaching out and offering proactive assistance, agents are able to retain a visitor on the website and help close a sale.

With proactive chat, organizations can launch a conversation with a customer when they're highly active on the site (e.g., purchasing multiple items) or, conversely, when they're idle. Along these lines, live chat applications can automatically be triggered to engage the unengaged shopper, who may have other tabs open in their browser. CSRs can also have pre-written scripts on hand when launching these proactive chats that address shipping, pricing and other issues that hinder sales conversions.