Live Support – Reduce Your Shopping Cart Abandonment Rate Using LivePerson Live Chat
LivePerson, a web-based live chat software solution provides small-to-midsized businesses with live support on their websites. With live support, you can significantly reduce shopping cart abandonment
Live support can substantially reduce shopping cart abandonment by addressing your shopper’s concerns in real-time. More importantly, live support can quickly and effectively provide you with real-time intelligence for making significant changes to your site to prevent such future problems.
Causes of Shopping Cart Abandonment
Shopping cart abandonment is often caused by website design flaws. These usability issues cause customers to feel stuck. They often feel they have no choice but to either jump to another page or leave your site entirely.
Reasons for shopping cart abandonment include: absence of relevant shipping costs for an accurate total, confusion and frustration with the checkout process, and unresponsive customer support, among many others.
Live Support Offers Real-Time Solutions
LivePerson’s live chat support lets visitors ask for assistance when they need it or for you to provide assistance when you notice a visitor close to leaving your site. In particular, you can prevent visitors who have active shopping carts or are partially through your checkout process from abandoning your site.
Through live chat, you can provide instant fixes to all the common reasons for shopping cart abandonment.
For example, your visitor is comparison shopping and might require specific shipping costs. Unfortunately, your shopping cart engine might only show estimates until checkout. With LivePerson, you can provide accurate shipping costs immediately so your visitor can make an informed decision.
Furthermore, visitors who are halfway through your checkout process might be confused and frustrated with filling out billing information.
LivePerson can help them without being intrusive. You can walk your customer through your checkout process through live chat and/or collaborative form-filling.
At the same time, you can assure them that all sensitive information, such as credit card numbers, is secure.
Finally, email support and phone support might be the standard customer service solution to most e-commerce sites. However, why risk losing that sale by waiting for your potential customer to reach you.
Keep in mind that a surprisingly large number of customers will just give up entirely when stuck on a site. They are usually reluctant to pick up the phone or even send an email. They would rather pay a higher price at another site that offers the same product but none of the frustration or inconvenience.
LivePerson’s live support provides the immediate response in a non-intrusive platform that your potential customers will find convenient. This can potentially save that sale.
Improve Your Business through Real-Time Intelligence
LivePerson’s most important contribution is real-time intelligence. Not only are you providing live support through live chat, but you are also receiving live feedback about your web site.
For instance, visitors constantly asking for accurate shipping information while still browsing should be a huge hint that you should add real-time shipping information.
Live support is just a short-term fix for a site with poor usability and other problems. However, you can use LivePerson to make long-term improvements to your website based on the live feedback it provides.
Check out my in-depth Liveperson review.
Read more Liveperson articles.
Paul Ransom is a Google Adwords Management Consultant specializing in sales lead generation, email list building and landing page conversion rate improvement using A/B and multivariate split testing with Google Website Optimizer.
You can get Paul Ransom's free Google Adwords course on How To Avoid The 7 Most Costly Mistakes here.
