Shopping Cart Abandonment: How Online Chat Can Help

The Internet has changed the way business is done between companies and consumers. With large companies offering their services and products online, shopping cart abandonment is the biggest issue faced by many companies wanting to improve customer conversion and maximize revenue. According to Forrester Research, the number of website visitors abandoning the shopping cart at the payment stage stands at 88%.

Online chat services enable businesses to efficiently target these customers and help them complete their online orders. It greatly increases online order conversions of borderline customers. Also, online chat services reveal crucial insights into customer behavior that can help reduce abandonment rates in the future.

Get a Solid Grip on Your Potential Customers

Incorporating online chat services on your website helps answer questions and ease the doubts of customers in real-time on various issues ranging from product pricing, shipping costs, exchanges, returns and more at their ease and convenience. Shopping cart abandonment can be reduced as customers facing difficulty at any stage of the purchasing process can easily click on the chat icon and get their questions answered quickly. Offering online chat services on specific pages of your website helps in prevention of shopping cart abandonment as it increases the customer experience. If customers are having trouble finding any specific product or information, experienced agents can provide them with specific information through a Push URL feature. Advanced features like co-browsing, web-alliance, or screen sharing can also be used through online chat to alleviate customer challenges. Online chat services also prove resourceful in conducting pre-sales and post-sales surveys and studies have revealed that customers show greater willingness to participate in such surveys while using online chat.

A Human Touch Does the Job

Customers who are purchasing online are primarily concerned with shipping costs, delivery time, promotional offers, and the return or exchange policy. When the customers look for this information during the crucial checkout stage, providing a live chat service operated by a trained agent ensures that the customer receives relevant and correct information quickly. A human touch provided over the secure, safe, and private channel of online chat solves the problem instantaneously.

Online chat services streamline the entire purchasing process for the customers thereby improving the customer experience resulting in reduction of shopping cart abandonment. Shopping cart abandonment is a real problem for companies. Online customer services are a viable, cost-effective option for solving this growing issue.

By |2011-03-15T10:18:44-06:00March 15, 2011|


Jim Iyoob is the Chief Customer Officer for Etech Global Services. He has responsibility for Etech’s strategy, marketing, business development, IT, program implementation, operational excellence, and product development across all Etech’s existing lines of business – Etech, Etech Insights, ETS & Etech Social Media Solutions. He is passionate, driven, and an energetic business leader with a strong desire to remain ahead of the curve in outsourcing solutions and service delivery.

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