Quick Response Time
In live chat, every second count, aim to respond to customers ASAP to keep them engaged and increase the likelihood of making a sale
Set Clear Expectations
If live wait times exceed a few minutes, set clear expectations by notifying customers, reducing frustration and reassuring them that their inquiry is valued and will be addressed soon
Typing Indicators
Enable typing indicators in live chat to show customers that a response is on the way, keeping them engaged and reassured while they wait
Proactive Chat Triggers
Set up live chat message triggers based on user behavior, such as time spent on the page or scroll depth, to deliver proactive customer service right when it's most needed
Exit Intent Messages
Use exit-intent triggers to recover abandoned carts or provide checkout assistance. Consider offering a discount or asking if customers need help to encourage them to complete their purchase
Multilingual Support
Provide multilingual chat support for a global customer base, using AI-based translation tools to seamlessly handle common inquiries and bridge language gaps
Allow Channel Switching
Ensure a seamless transition when a customer moves from chat to a phone call or email by making their chat history and context readily available to the next agent. Allow customers to switch channels (chat, email, call) without losing their place in line or the context of their conversation
Personalised Canned Responses
Create templates for common questions to save time, while enabling agents to personalize each response for a more genuine and helpful customer experience.
Post-Chat Surveys
Implement a quick, one-click post-chat survey to gauge customer satisfaction. Include questions on response quality, issue resolution, and helpfulness to gather valuable feedback on the support experience
Personalized Assistance
Provide personalized assistance by addressing customers by name if they’re signed in or have provided it during the chat. Leverage past browsing or purchase history to make tailored recommendations and offer solutions based on customer profiles, like suggesting complementary products to increase average order value (AOV)
Chat Follow Up
Send customers a summary email after the chat, including relevant links and resources to support their purchase decision. Use retargeting ads to remind them of products they showed interest in but didn’t purchase, keeping your brand top of mind
Chat Performance Review
Monitor key metrics such as first response time, resolution time, customer satisfaction (CSAT), and conversion rates for live chat. Leverage analytics to fine-tune proactive triggers, chat prompts, and response quality, continually enhancing the customer experience
Create Chat Flows
Create multi-step chat flows with branching and conditional logic to address FAQs, recommend products, and guide customers based on their needs. This approach offers a tailored support experience, reduces ticket volume, and increases conversion rates
Quick View & Add to Cart
Add "Quick View" and "Add to Cart" options on the collections page, allowing customers to easily view product details and make purchases without having to leaving your collections page
Self Service Options
Enable customers to track, cancel, return, and report order issues directly through live chat, providing a seamless experience without needing to contact a customer service representative
Mobile Friendly Chat
Optimize the chat widget for mobile, ensuring easy access and clear readability. Position it carefully so it doesn’t obstruct important information, such as product descriptions or “Add to Cart” buttons
Offer 24/7 Support
If your store operates 24/7, your service should too. Provide round-the-clock live chat support by partnering with customer service agencies like TalentPop, ensuring customers receive prompt assistance at any hour for an enhanced experience
Train a Custom AI Agent
Develop an AI agent tailored to your brand by training it on your knowledge base, tone of voice, and content. This approach ensures it provides accurate, on-brand assistance and creates a consistent, personalized experience for customers
Email Capture
Use live chat messages to capture email addresses instead of pop-ups, reducing customer frustration and providing a smoother, more engaging shopping experience
Chat Campaigns
Leverage live chat to promote seasonal deals, flash sales, or limited-time offers to visitors. Highlighting relevant discounts when customers browse specific categories or products
Product Recommendations
Provide automated, personalized product recommendations to customers browsing your store through live chat, helping them discover relevant items and enhancing their shopping experience
