Top 10 Live Chats in E-commerce in India 2023
Building your communication skills as strong as you can help you succeed in your sector by increasing lead generation and creating marketing that works. As it is, maintaining open lines of communication with customers is thought to be the most effective way to grow a firm. We are aware that in earlier times, selling to individuals was a common kind of marketing.
But in some cases, engaging with clients electronically without the necessity for face-to-face communication forces marketers to alter their strategy to e-commerce. A few small-scale enterprises still struggle to market their goods & services online, however, as the adoption of an online-based lifestyle is not always well-accepted.
Because of this, live chat service software has been made available for e-commerce, allowing your company and potential customers to communicate in real-time. The use of “Live chat software” in your company will make it simple to connect with potential clients, which is one of the incredible ways to increase your leads.
Live chat: What is it?
Customers can communicate with live chat operators who are real people. This enables your users to address problems immediately. Customers can get replies fast by using live chat. They won’t have to wait as long or search through your website’s knowledge base as much.
Live chat and chatbots are both real-time support communication technologies, but that is about all they have in common. Customers and live chat support agents can communicate. A chatbot is just a bot in the meantime.
However, if a live chat with a customer service representative is required, a chatbot might help start the support dialogue with the consumer.
Benefits of Live Chat in Online Shopping
Boost CX and customer service: Consider the eDigital Customer Service Benchmark study of 2000 consumers, which discovered that live chat had the highest customer satisfaction levels at 73%, compared to 61% for email support and just 44% for traditional phone support.
This study can help you better understand how much customers value having access to live chat. These figures make it clear why clients frequent companies that offer live chat. Customers like dealing with businesses that offer quick, easy, and efficient service. 90% of customers consider a quick response to be “essential or very important,” and the same percentage wants the interaction to be convenient.
Live chat enables you to provide speedy responses to inquiries about your products, address issues more quickly, and reassure your clients that you are available when they need you. This is an easy-to-follow recipe for enhancing CX generally and customer service specifically.
Cut back on support costs: Companies have long provided phone help to clients, but it can be highly expensive, both in terms of toll fees and person-per-hour costs. Live chat is far more affordable than phone assistance and doesn’t cost much more than a reliable email service. Live chat customer assistance is 17–30% less expensive than a phone call, according to Forrester’s study.
Because live chat workers can multitask and assist multiple visitors simultaneously, it is far less expensive than phone assistance. With the right training, the majority of live chat operators can manage three or more chats at once.
A few live chat agents can service the same number of customers as a bigger team of phone support staff because of a feature of live chat called chat concurrency, which saves businesses a significant amount on human expenditures.
Expand Sales: Live chat increases sales, as numerous studies have repeatedly demonstrated, and businesses are seeing the results. It has been demonstrated that live chat can result in 3x to 5x higher conversions and up to 6000% ROI. According to the same study, clients are three times more likely to make purchases when they use live chat than when they don’t.
One thing is very obvious from these figures: live chat is successful at bringing in leads and closing deals. One of the main advantages of live chat is that it gives visitors direct access to your customer service and sales teams (and vice versa). This increases the chances that your team will convert these visitors into paying clients or customers.
Learn about customer pain points: Since only one team or individual may hear or receive traditional support methods like phone calls or email, it might be challenging to understand your clients’ problems.
Administrators and supervisors may immediately identify client problem areas by sorting, searching, and filtering all chat histories that are available with live chat, though.
As a result, management can quickly identify the issues or demands of their clients and come up with solutions. One of the live chat’s most advantageous features for customer support is this.
Quicker Problem Solving: Excellent resources for offering support and assisting clients with problems are knowledge bases and help articles. However, clients or users might not be able to rapidly access or use them if they have a lot of these documents or how-to guides online.
Agents can swiftly “push” links to help or training resources via the chat window when using live chat. Agents can therefore guide visitors to the right document or material rather than guiding them through step-by-step problem and resolution processes.
Even the most difficult problems to debug can be resolved quickly and effectively thanks to screen-sharing and co-browsing features. With phone support, you are unable to accomplish this at all. With their quick query resolution times, these capabilities greatly increase team productivity and customer experience (CX) for both agents and organisations.
Increase market reach: Since it is quick and convenient, live chat is the most used form of customer service, as we’ve already stated. So it shouldn’t surprise you to learn that providing live chat can help you quickly engage with more potential consumers.
When Canadian Blood Services installed Comm100 Live Chat, they were pleased with the outcomes. CBS realised that only providing telephone help was preventing donors from signing up and lowering engagement. After introducing live chat, they were able to reach a far broader and previously unreachable audience and noticed a marked rise in the number of donor sign-ups.
Live chat aids businesses in communicating with clients who are located abroad or in different time zones. With chat, clients can simply get in touch from anywhere in the world without paying high international calling charges or waiting for hours or even days for an email answer.
Some live chat programmes additionally provide automatic chat translation, allowing agents to converse with clients in any language and thus extending their market reach.
Proactive Reach Out
It is impossible to overstate how live chat gives your visitors and customers a direct line of communication. Live chat’s proactive outreach capabilities, on the other hand, are what make it so effective and distinct as one of the main live chat advantages.
Better live chat systems enable your agents to perform the same actions as your website users, who can contact you whenever they want by hitting the chat button on your website. The best live chat platforms enable chats to be started by agents.
Live chat solutions can alert agents to visitor arrivals on websites and provide useful information they can use to start conversations by utilising sophisticated monitoring and tracking technologies.
Agent chat requests may be delivered manually or automatically by pre-established rules. This kind of proactive discussion initiation may increase the number of browsers who become purchasers by assisting visitors in finding the information they need more quickly.
Data insight and Reporting: With email support, you may keep track of the correspondence you have with clients or other inquirers and, to a limited extent, hold staff members accountable and evaluate their performance.
However, unless you record every call and have the opportunity to listen to at least some of the talks, monitoring employee performance with phone assistance can be challenging.
You can access a variety of custom reports as well as the conversation history of each of your agents with a good live chat service. You may see how many visitors your site(s) receive, how many chat requests are granted or refused, and a variety of other visitor metrics with access to this type of data. This information can help you implement marketing tactics more effectively and drive more traffic to your site(s).
Analytics for live chat also give you useful information about your agents. When you combine visitor information with access to chat histories, agent performance reports, wait time records, and more, you are ready to track agent performance and make any necessary adjustments to staffing and training.
A list of Live Chat in E-commerce 2023 is mentioned below:
LiveAgent
One of the best cloud-based live chat and support desk software options is LiveAgent. LiveAgent enables the integration of live chat, email, and social network handles in one location. The customer may easily set up email ticketing, live chat with video chat, and a call centre for time tracking using LiveAgent.
Characteristics
- An automated conversation translation service.
- Call recording together with call back schedule.
- Google Analytics visitor and live chat tracking.
- Agent ranking for improved team and user interface management.
- Multi-channel communication with a facility for data import and export.
Features may be changed and matched to the needs of the users, and the software is much easier to use and implement regardless of the size of the team.
Cons
- Integration with mobile apps can be made better.
LiveChat
When it comes to interacting with clients via real-time chatbots, LiveChat is regarded as the greatest solution for all types of e-businesses. This programme is intended for online shops where offering customer care over the phone and via email is a time-consuming procedure and has slow responsiveness on both ends.
Because of this, Livechat was established in 2002 to provide a chatbot platform, live customer service, and a help desk platform for online retailers. Hubspot, MailChimp, and Google Analytics are a few of the well-known CRM programmes that are linked with it. The relevant information for the customer has automatically filled up thanks to this integration.
Characteristics
• Enables the delivery of customised messages.
- Has more than 200 integrations for simple workflow;
- offers superior security encryption and data storage.
- Generate leads and make purchasing simple.
- There is automation.
- Has a very user-friendly and intuitive user interface; • Offers great analytics and reporting settings.
Cons
- Small business owners may find the programme to be rather expensive.
Intercom
The live chat platform Intercom offers lets clients turn visitors into paying customers. It’s a specialist platform that provides business chats to more than 600 million users across many different industries.
Private enterprise Intercom was established in 2011 by Karen Peacock. Additionally, it was discovered that more than 25 000 businesses used the Intercom to contact their customers.
Characteristics
- There is automation.
- Chat histories are saved, making it easier for visitors and agents.
- Intercom emails can be utilised straight away as templates.
- As it performs other important tasks outside live chat, it aids in later phases of business.
- Proactive help
- Intercom’s platform makes it simple to integrate other apps.
- Makes chat customisation simple to access.
Cons
- Has an inflexible pricing structure.
ChatBot
The installation process for ChatBot is simple. Because of the drag-and-drop function, it is simple to customise and utilise. Additionally, ChatBot has readily available templates that are simple to utilise.
Designing a work pattern and identifying emphasis areas is made simple using templates. Useful templates for ChatBot include lead generation, e-commerce bot templates, restaurant templates, offline form templates, universal templates, etc.
Characteristics
- Chatbots can be created without having to know how to code.
- Produces a user list for clients.
- Concurrent use of many flows.
- Testing tools for chatbots.
- Chat widget with customizability.
- Chatbots are simple to integrate with a variety of platforms, including Amazon, social media sites, Microsoft, etc.
- Offers competent customer support.
Cons
- When compared to competing for software offering comparable services, it has a competitive price.
Sendinblue
Sendinblue software is most known for its well-liked email marketing services, but it recently added a live chat support facility to its website.
By logging into their Sendinblue account, users can create a chat box and attach it to the necessary website. Both a live chat solution and a toolbox for an all-inclusive marketing bundle are provided by Sendinblue.
Characteristics
- Email, SMS, and inbox communication.
- Offers cross-channel marketing.
- Marketing Automation; Email Marketing; SMS Marketing.
- Logging in is easy, and no credit card information is needed.
- It is a flexible platform that benefits companies of all sizes.
Cons
- Sendinblue offers a lot of features, some of which are very complex. As a result, it could seem challenging to use at first.
Chaport
WordPress is supported primarily by Chaport software. They provide free registrations, notifications, and conversation history in their free, forever plans. They provide premium and membership plans in addition to the free ones.
This offers a competitive advantage and several additional capabilities, including typing analytics, visitor notes, saved replies that may be forwarded, and auto-invitations.
In free plans, a maximum of five operators can be active at once; with premium plans, this number increases. Given that it offers free options, this might be a fantastic platform for new and tiny websites.
Characteristics
- Productivity among operators.
- Records the visitor’s information.
- Offers reports, including standard reports, Google Analytics reports, on-demand reports, etc.
- Basic functions include SSL encryption, GDPR compliance, and chat history.
- Offers a free trial version for users to utilise before upgrading to the premium version.
- It enables simple synchronisation between several devices.
Cons
• Chatbots are incompatible with Chart.
Olark
Olark offers easy-to-use live chat capabilities that can aid with increased sales, more leads, and better services. It aids in putting live chat data to use and utilising client feedback to optimise offered goods and services.
Characteristics
- Data about customers is organised.
- Messages that can only be read offline.
- Forms for pre-chat customs.
- Engagement in Real-Time;
- Reporting.
- Makes it simple to reach the client’s approximate locations.
- To ensure a prompt response, it lets the user design their customised path.
Cons
• It still lacks a few features as compared to its rivals.
The ProProfs Chat
According to a brand’s impending needs, ProProfs offers fully customised live chat solutions. Additionally, it incorporates a live chat system that matches the brand’s branding and aesthetics.
The benefit of taking into account ProProfs Chat is their availability of ready-made templates that make it simpler to utilise and implement changes, as well as their 24-hour technical assistance.
Characteristics
- Chat automation is available.
- Create a live chat that matches the brand.
- Several hundred settings and integrations.
- Reporting and analytics.
- Operators can communicate with other operators using ProProfs chat’s interconnected network whenever they need to.
- It works with a variety of gadgets, including Android, Mac, Windows, iPad, and iPhones.
Cons
- Several of the features have bugs in them.
Zendesk
An online community, knowledge base, and customer support portal can be built using the cloud-based technical support management system Zendesk.
It provides an extensive array of services for big and small enterprises, the government, the media, and many other entities. For easier understanding, the Zendesk platform makes it simple to combine all customer interactions onto a single screen.
Characteristics:
- Maintains connection on any channel.
- Control all of your customer interactions from a single location.
- Proactively engage in communication in real-time.
- Make automated support available round-the-clock.
- Increases Brand-specific Customization.
- The software combines help desk and CRM functionality.
- Has a significant clientele that it can support.
Cons
- It could take some extra time for new users to learn Zendesk.
Zoho Desk
Businesses can incorporate a live chat widget into their websites using Zoho Desk so that it appears as soon as a user opens it. Zoho Desk comes highly recommended because of its various capabilities, including the ability to receive customer experience evaluations within the chat window and prewritten responses. Furthermore, it makes chat widgets available for all of the offered brands.
Characteristics
- Communication via several channels.
- Integrations with external parties.
- Positive and negative feedback management.
- Proactive chat in addition to performance metrics.
- The platform has a tonne of features.
- Offers simple Zoho service integration to improve process capability.
Cons
• Lacks a desktop application that can be used.
Edited by Prakriti Arora
