UPDATED: The Best Live Chat Practices for Your eCommerce Site

UPDATED: The Best Live Chat Practices for Your eCommerce Site

For many eCommerce merchants, their website’s live chat function is one of their primary means of communication with customers. This can be attributed to the fact that most people prefer chat over other means of communication, such as calling or email. With 65% of millennials and Gen X using chat as the main mode of communication, brands that offer this means of communication on their website appear more attractive. As technology advances, “chatbots are now becoming a norm.” In fact, it is estimated that chatbots will be capable of replacing the customer support clerk within a decade. This is attributed to their capability of answering common customer queries and directing customers to relevant web pages for more information.

Although chatbots are designed to complement live staff, understanding the qualities of effective customer services is critical. The following live chat tactics will help eCommerce merchants provide customers with a great online experience. The tips are applicable to both websites using live support staff and those using chatbots to improve customer experience.

 Visibility is Key

One of the most important aspects of live chat is its visibility. If customers can’t immediately see this feature while they are shopping, chances are they won’t search it out. In order to be easily detected, the window should be in the bottom right corner of the page with some sort of bright icon that is easy on the eyes yet readily seen. Even better, reach out to the customer first!

Automate the first message to communicate with the customer before they run into an issue – that way they immediately have a helpful resource at their disposal. Visibility also means that live chat should be available on every page in the same spot. However, make sure you have clearly indicated whether the customer is chatting with a bot or a human.

Respond Quickly

Replying promptly is the most important function an eCommerce site’s live chat can serve. Quick response times showcase a business’s ability to be attentive and professional in handling customer issues. An easy way to ensure that your live chat is speedy is to set up an automated response for initial contact. To ensure that this is followed by a swift follow-up from a real representative, build in push notifications that will notify your customer representative staff whenever a new chat has been initiated. This way, shoppers will be engaged immediately and be attended to as quickly as possible.

The natural language processing (NLP) capability helps in automating the chat processes. Even when your customer service agents are busy elsewhere, the bots ensure that the customer gets the same satisfaction they would when chatting with a real person.

Ask Questions

Understanding exactly what information a shopper is searching for via the live chat feature is the key to properly solving and answering their question. Usually, issues like product finder, offer notification, order status check, and simple customer service queries can be handled by a chatbot. But for customers and questions that require a more personalized service, a human representative will be needed. To get a full scope of the issue, instruct your live chat representatives to ask plenty of detailed, pointed questions at the beginning of the interaction to understand exactly what the issue is. Being thorough at the start of a conversation will help save time for both the representative and the customer later on.

It is always important to be transparent with your clients by letting them know whom they are interacting with in the live chat. Provide a way they can reach a human agent if they do not want to chat with a bot. This could be a button the customer can press to start a conversation with a human agent. When the customer transitions from a bot chat to human chat, it provides closure and builds more trust.

Avoid Robotic Responses

An eCommerce merchant should sound professional, but also like a human being. Sounding too robotic will give the impression that there isn’t a person on the end of the line, which will leave the customer feeling isolated. Even a chatbot should be friendly and have human appeal. Greet the customer warmly as they sign on and consider personalizing it with their name. Ask how they’re doing and how you can help them. Maintain a friendly tone throughout the interaction to keep that personal touch.

Any chatbot must have access to adequate customer data. Remember, a chatbot is as smart as the data you feed it. For more advanced conversation abilities, the chatbot must have access to data about your customers and your brand. Be sure to maintain a tone of voice that properly reflects your brand. If you sell high-tech gadgets and tools, you may be slightly more professional than an eCommerce store selling makeup or jewelry. The more personalized a customer finds the conversation to be, the more satisfied they will be.

Know When to Escalate

A customer will usually seek the help of live support when they cannot get the ‘answers’ they are searching for on your site or from the bot. When they do, the live chat representative should do everything in their power and capability to fix the customer’s issue. However, it is important to know when to escalate to a supervisor, IT professional, or alternative department. Have customer service policies in place that encourage employees to communicate this to the customer and assure them that help is on the way – if you take too long or leave them hanging, they are more likely to abandon their cart or seek out a different merchant altogether.

“Is There Anything Else I Can Help You With?”

A good chatbot will perform all the basic customer service tasks of an e-commerce website. They include collecting customer data, handling online transactions, upselling products, and providing access information. Other tasks include providing user feedback, offering quizzes, and giving personalized recommendations. However, getting more information from the customer is equally important and may require the intervention of a human representative.

 Every time a customer seeks service from a live chat representative, they should confirm that they have solved the customer’s problem. Once this is complete, they should ask, “Is there anything else I can help you with?” The customer may have additional issues to discuss and it should be the live chat representative’s goal to provide a comprehensive customer service experience. Even if the customer doesn’t have additional questions, it highlights the eCommerce merchant’s commitment to superior customer service.

Ask for Feedback

Once the customer confirms they have no other concerns, an eCommerce merchant should present them with a poll or request comments on the interaction. This type of direct request is a great way for an eCommerce site to gain valuable feedback and continue improving their live chat service. The process can be automated using a good chatbot with a conversational user interface. The data collected will be useful in improving customer experience and the overall service provided on your e-commerce website.

For more tips on how to create the optimal live chat experience for online customers, contact our team of experienced eCommerce professionals today.

July 2019 Orange Report: eCommerce & Digital Marketing Tips

July 2019 Orange Report: eCommerce & Digital Marketing Tips


For this month’s Orange Report, we’re sharing a few of our best and most recent blogs that speak on all things Magento, eCommerce, and Digital Marketing. Like always, we encourage everyone using Magento to make the most of its functionalities by incorporating the very best Magento extensions and news.


Everything you need to know about eCommerce, digital marketing, and Magento.

3 Reasons to Move Your Magento 1 Site to Shopify

Shopify may be the best platform for your needs, not Magento 2. Here’s what you need to know before Magento 1 support ends in 2020.

4 Reasons to Migrate Your B2B Site From Magento 1 Today

The end of life for Magento 1 support provides an excellent opportunity to upgrade your B2B eCommerce site to meet the new demands of the marketplace.

3 Ways to Improve Your B2B eCommerce Website Today

For your B2B eCommerce site, the online store is the critical factor to your success. Most companies shop online once they’ve decided what they want. In a market that is already saturated, waiting around for clients to come to you is not an optimal solution.

Magento 2 Site Build: Medals of America

InteractOne’s all-new Magento 2 site design helped solve a host of performance-related issues that often led to high cart abandonment rates, giving Medals of America greater functionality and reliability, along with an improved path-to-purchase process. 

June 2019 Orange Report: eCommerce & Digital Marketing Tips

June 2019 Orange Report: eCommerce & Digital Marketing Tips


For this month’s Orange Report, we’re sharing a few of our best and most recent blogs that speak on all things Magento, eCommerce, and Digital Marketing. Like always, we encourage everyone using Magento to make the most of its functionalities by incorporating the very best Magento extensions and news.


Everything you need to know about eCommerce, digital marketing, and Magento.

How to Grow In An Amazon-Fueled Market

Integrating your business’ software as much as possible is a sure driver of efficiency. Here are the many reasons why integrating your ERP with your B2B eCommerce platform leads to success.

Optimizing Your eCommerce Site For Mobile to Boost Sales

In today’s world of eCommerce, it is critical to ensure your website is both desktop and mobile-friendly:

Can a B2B eCommerce Site Actually Attract New Customers?

Spoiler alert: B2B eCommerce sites can and do attract new customers. How successful companies get new leads:

3 Ways to Improve Your eCommerce Site Today

Stay ahead of the competition by getting creative with your sales strategy, enhancing the B2B experience, and more:

Can a B2B eCommerce Site Actually Attract New Customers?

Can a B2B eCommerce Site Actually Attract New Customers?

Businesses are driven to find the most efficient and cost effective solution to any problem they may have—just look at the advisory and consulting industries. When seeking to expand business operations in the B2B sector, eCommerce just makes sense—individuals prefer to research and buy online these days. Self-service is a rapidly growing trend.

Modern eCommerce has the ability to remove purchase barriers that have previously existed, such as a delay while waiting on a specialized price, a noon fax, or when waiting for account creation. eCommerce enables customers to create their own accounts, see items at list price, and make a spot decision about their purchase.

eCommerce can provide a balanced approach to growth and efficiency—sales reps have more time on their hands to dive into other tasks while customers have their every desire at their fingertips. Did we mention that B2B businesses love fast shipping? High-speed shipping and instant gratification culminate in a highly effective way to boost sales numbers across the board while reducing the bottom line.

Spoiler alert: B2B eCommerce sites can and do attract new customers. Here’s how:

How can eCommerce be Adapted to B2B Sales?

B2B sales can be time-consuming—some salespeople have only a handful of cases, some of which are prospective customers. eCommerce allows businesses to automate the top of their sales pipeline—list price items can be moved, increasing overall profit on some sales, while customers walk away with more time than traditional sales processes.

Once a client has decided to purchase again, their pre-existing account can be used. As the business owner, you have to ability to program customized pricing based on the client and their needs. Why redo a task like ‘collecting initial client information’ and ‘list price sale’ at the cost of time and money? A modern eCommerce website powered by Magento or Shopify will provide you these capabilities and create a fire-and-forget solution to improve your quality of sales and remove redundancies in order to free up valuable time for salespeople.

How Does eCommerce Promote Getting New Customers?

eCommerce can be used in conjunction with digital advertising to attract B2B customers who need your products or services. If you’re selling physical products, Google shopping listings can be created through digital ads, which will allow interested parties to view and compare your products against your competitors directly. This saves them time and increases your overall visibility.

Customers today also expect to have a smooth buying experience. Having to wait for responses from salespeople will only slow their day down and decrease your odds of making the initial sale. 93 percent of B2B buyers say that they prefer to buy online once they’ve decided they want to buy. 74 percent of them say that buying from a website is more convenient.

When paired with an effective content strategy, eCommerce educates buyers about the particular concerns they should note when looking to purchase as well as how a particular line of items removes their exposure to these risks, in addition to providing other valuable pieces of information.

What Difference can eCommerce Make on a Sales Workload?

Sales workload can be substantially reduced by employing B2B sales automation with eCommerce. One of the most notable places where sales can become more efficient is in the ordering and reordering process. Once a business has provided their information and proceeded to purchase, they can be assigned a unique discount. For any future purchases they will then receive their goods at this assigned discounted price, without having to discuss purchases and rates through your sales team.

The key takeaway is this: sales automation through B2B eCommerce isn’t putting sales jobs at risk, it is helping secure them by finding and retaining new clients. Relationship management can begin with fewer prospects, but higher overall satisfaction when customers can serve themselves. Want to learn more about how to properly expand your business in the B2B sector? Contact our team of eCommerce experts today.

Optimizing your eCommerce Site for Mobile to Boost Sales

Optimizing your eCommerce Site for Mobile to Boost Sales

Optimize eCommerce for Mobile

In 2019, mobile phone users utilize their devices in many more ways than just communicating with someone on the other end. Today, individuals often also surf the web and shop on the go using mobile devices. This is why it is vital to have an eCommerce website that is completely mobile-friendly. Optimizing your business website for mobile commerce is an absolute necessity if you want to capture the growing number of individuals who use such devices to shop online. Here are some tips on how you can optimize mobile eCommerce as a way of boosting your sales.

Get Rid of Invasive Ads and Pop-Ups

Websites with frequent pop-ups, opt-ins, and ‘special offers’ are a nuisance for users because they inhibit attention to the core tasks of browsing and shopping. It is also important to note that Google considers invasive on-site ads and pop-ups as part of the causes of poor user experience. The implication, in this case, is that Google will most probably ensure that your eCommerce site is not part of the results that appear after a particular search, making it harder for people to find your site. Eliminating invasive ads and pop-ups from your company’s website optimizes it for mobile devices, which increases the potential of realizing more sales.

Prioritize Fast Site Load Times

The last thing that online shoppers want to encounter whenever they visit your eCommerce website is delays due to site loading times. Buyers who experience the frustration of lengthy load times on your website will move on to competitors. If your site loads various pages fast, it will not only encourage existing and potential customers to stay longer, but it will also increase the probability of realizing conversions.

Some of the approaches you can use to improve the load times for your company website include implementation of AMP protocols, optimization of images, use of a caching plugin, and limiting the amount of content on the pages of your site. Remember that the internet is full of online stores and for that reason, individuals who shop using mobile devices will always have options to choose from if your website is not fast enough.

Avoid Bulky Content

While it may be true that online shoppers want to know just about everything about your products and services before making a purchase, it still doesn’t mean that they want too much information. Bulky content that includes way more information than is necessary makes it difficult for mobile users to make a decision about whether or not to buy your product, a significant setback for your enterprise. Strike a balance between too much information and not enough by providing only the  necessary details for online shoppers, as this promotes readability on mobile devices and will eventually improve sales.

Consider Responsiveness and An Attractive Web Design

Investing in mobile eCommerce when your company website is not compatible with mobile devices does not make sense. Compatibility is a necessity if you want your online store to boost your sales. For instance, you may realize that your site looks great on your desktop, but inappropriate for mobile devices for various reasons including difficulties clicking on certain elements, loss of some information, loading challenges, and more. If your website does not meet your expectations and those of your customers when you visit it using your phone, you should consider a redesign to enhance the appeal and responsiveness of that site. Mobile-friendly website designs directly improve user experience, which allow you to extend the reach of your online store.

Redesigning your website to be more mobile-friendly may call for the involvement of an expert, but the investment is worth it because the end result will promote increased sales and  profitability. If you need more information on ideas for optimizing mobile commerce to increase sales, contact us today!