Why Your Ecommerce Site Needs Live Chat

Live chat – those little pop-up customer service windows can win you new customers and help you keep old ones. Website visitors are more likely to become buying customers if you have live chat, according to a recent survey that found that

31% of online shoppers said they would be more likely to buy after having a live chat conversation.

That means you have the chance to increase conversions by almost one-third simply by adding live chat to your customer support benefits. Live chat also helps you gain repeat customers – in an Emarketer.com survey, 63% of customers said they’re more likely to do repeat business with a site that offers live chat.

Customers report they love live chat for an array of reasons. Below is a helpful chart from Econsultancy that illustrates the various reasons shoppers are more inclined to hit that buy button if they can chat live with a representative.

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Not only can live chat boost your bottom line, gain you repeat customers and cut down on payroll expenses, customers overwhelmingly report that they love live chat.

A whopping 90% of customers said in a recent survey that they find live chat to be helpful.*

Read on for five reasons customers love live chat – and will love your company for offering it.

5 Reasons Customers Love Live Chat


Nothing beats the convenience like live chat. Customers expect options when it comes to customer service, and many will leave your site rather than hunt down a customer service phone number or email to have questions answered.


It’s much quicker to type up a question in a chat box rather than wade through a long array of recorded voice prompts on the customer service line or leave the page they were shopping on to type in an email form. With live chat, customers’ questions are answered almost as quickly as they can think of them.


No impersonal email form or pre-recorded voice with live chat. In just seconds they can reach a real live human being, chatting with them just like they’re used to on social media sites.


Many people shop online during work hours, meaning they won’t want to pick up the phone to ask what may be a pivotal question to get them to make that purchase. Or they may be on a noisy bus or surrounded by family at home trying to secretly purchase a gift for their loved one – live chat makes it possible to be discreet.

Want to learn more about live chat? Read all about Rhino Support Live Chat’s features.

Related Posts: 5 Ways to Get More Sales With Existing Traffic

How Live Chat Support Wins Customers


*ATG Global Consumer Trend study.


Karen Schmidt

Journalist turned blogger about all things ecommerce, shopping, retail and cyber security.

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