Reduce Shopping Cart Abandonment
Consumers say not being able to speak with a live agent is their number one frustration with online shopping. According to Forrester Research, 57% of online customers say that they are very likely to abandon their purchase if they can't get their questions answered quickly. With Live Guide, you can avoid the high shopping cart abandonment that most companies experience.
With Live Guide, you are just one click away from turning your website visitors into customers. Engage and inform your online customers while offering live service through click-to-chat using text, audio and video. This improves conversion rates by keeping online shoppers engaged and interested at a time when they are most likely to purchase your products and services.
Timely customer engagement closes more sales online
You can dramatically reduce shopping cart abandonment with Live Guide. Imagine bringing the same “Hi, may I help you?” service that makes brick and mortar stores so successful to your online store. Now you have the ability to provide live, in-person sales assistance using live chat from anywhere on your website. The result is more online sales and more satisfied online customers.
Co-browsing – Live Guide gives your agents the ability to push pages to customers and guide them through the online experience. With the co-browsing feature your customer and your service agents are literally on the same page, looking at the same information, at the same time, and this helps close the sale and increase average order size.
Customer intelligence – You can create a highly personalized experience using the customer intelligence capabilities built into Live Guide. Unlike the telephone, where operators have limited insight into a caller's identity and concern, Live Guide provides your agents with key information when they need it – including geographical location, the campaign or website the customer is visiting, or the search terms used to find your site – to optimize the chat session for improved sales and service.
Live Guide’s advanced click-to-chat features keep customers engaged when they are most likely to purchase, and that results in fewer shopping cart drop outs.
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Best practice
You can dramatically reduce shopping cart drop out with Live Guide’s proactive chat feature that sends an invitation to chat with website visitors anywhere on your site. If a prospective customer has been browsing a web page for a period of time, Live Guide reaches out with an invitation to chat that is tailored to the product or page your customer is looking at and then routes the chat accordingly.
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Bottom line benefits
Billions of dollars worth of goods are left abandoned in online shopping carts every year. With Live Guide you can increase online sales and boost average order size with live chat agents advocating for complementary products and services.
- Shopping cart abandonment is reduced because customer’s questions are answered immediately, and at a time when they are most likely to purchase your products and services.
- Online sales improve using live chat because customer’s questions are answered immediately, and at a time when they are most likely to purchase your products and services.
- Average order sizes increase when you route calls to operators and specialists according to specific areas of expertise or focus.
