Combat Shopping Cart Abandonment with Live Website Chat Support

There is a world of difference between shopping in traditional retail stores and online. According to “Online Orphans: The Rise of Shopping Cart Abandonment”, there are ten reasons why a consumer doesn’t purchase from the initial website they visit. None of these reasons have to do with what you sell online. It isn’t enough to sell a killer product. You need to intelligently design your website so as to convince customers they should do business with you. While, features such as testimonials, security icons, and a progress display chart help increase the conversion rate, it doesn’t effectively resolve reasons for abandonment. Use live website chat support. It is an online CRM application that brings the shopping rate abandonment under control.

I will explore two reasons which compel 88% of online customers to abandon at least one shopping cart in the year. You may be wondering what shopping cart abandonment costs you. According to the information graphic, $9 billion were lost in 2011. Five years from now, this figure is expected to jump to $31 billion. First of all, 27% of consumers expressed they want to shop around before finalizing their purchase decision. Live chat support for website understands these online phenomena. This is why before a prospective customers exit the website, customer service representatives (CSRs) jump at the golden opportunity to engage customers in a meaningful discussion. CSRs figure out when a customer is ready to abandon the website by using a tracking element.

The tracking element allows analyzing webpage duration, keyword searches and referral URL. When important data shows up, live website chat support sends a proactive chat invitation. Customers have the choice to either accept or decline the chat invitation. If they choose to accept, CSRs resolve queries related to the product, pricing options and company policies. Secondly, customers do not purchase from the site they are initially visiting because they feel the product will cost them more than expected (25%). The product price may be clearly listed but upon checkout, customers discover the sales tax and shipping charges. The excessive cost may lead them to abandon the shopping cart. Live chat support for website resolves this problem by navigating customers to a built-in sales tax calculator which will help them avoid any additional surprise charges!