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Both businesses and customers find eCommerce live chat convenient. It addresses customer problems instantly and allows for cross-selling or up-selling opportunities. Continue reading to discover more benefits of using live chat on your website and why it could be a game-changer to your Shopify store if you don’t have one already.

Hear From Customers 24/7

Create a form to collect customer queries when your customer service department is not available. Businesses can use forms to gather information from customers and answer their questions when they are not available. The live chat button is replaced with a form that allows shoppers to send a message detailing the problem they are having. 

Some chatbot systems will have an out of hours feature too, which allows you to set up automated responses to customers who get in touch when you’re not available. Depending on the chatbot provider you use, these can vary in customisable options and workflows. 

Collect Valuable Customer Data & Metrics 

The chat response time, satisfaction and total chats are important metrics that you should track and report on. To get a better understanding of your company’s position relative to the industry average, first determine your industry benchmark. Next, measure how effective your live chat tool is for your team. If you find your metrics below the industry benchmark, it’s time to reevaluate your strategy.

Live chat can be a great way to get feedback from your customers. It may be time for you to review the product detail pages if you get the same questions about the same product. If you notice inconsistent language on your website or live chat questions often describe products and services in different ways, it may be time to reevaluate the copy throughout your website. This will ensure consistency and avoid confusion.

Deal with Multiple Customers

This next point depends on how large your Shopify store is and the number of concurrent visitors your site gets. eCommerce live chat allows customer service representatives to speak with multiple customers simultaneously, unlike being on the phone or face to face with employees at brick-and-mortar stores. It is easy to answer customer questions more frequently with this open communication channel. Investing in a chat app for live chat with valuable features that allow representatives to reply and don’t leave online customers waiting for the answers they need.

Brick-and-mortar shops have associates who can help customers find the right product. Online brands can also use eCommerce live chat for customers, prospects, and leads to get immediate assistance. Although it can be more difficult to communicate with customer service representatives via live chat than in person – effective live chat tools allow shoppers to reach a real person whenever they need assistance.

The prompt responses from brands help online shoppers find the product they are looking for and speed up the buying process . If a customer is unable to find out the shipping cost for a product they are interested in, they can message a representative via live chat to get an answer. Answering customers’ questions immediately will make your customers happier.

You’re in Control of The Widget

eCommerce companies have a lot of benefits from controlling the pages where visitors can view the chat box. You should search for and purchase a tool with complex targeting features that allows you to display the chat box according to web page, time spent on page, demographics, and other factors. You may choose to hide the chat box in different areas depending on your strategy.

Brands often want to display the eCommerce live chat button to customers about to make a purchase. This can be done on checkout pages or shopping cart pages. To better collect customer feedback, international companies might target live chat to certain countries. On almost all chatbot softwares, there are many ways to hide and display the chat box in order to meet customers’ needs. Customers who require specific information to make a purchase will find this useful.


There are many reasons to invest in a chatbot for your Shopify store, with only a handful of reasons explained above. If you’re looking to grow and build your Shopify store throughout 2022, get in touch with ShopFox today. We have many easy-to-use Shopify apps designed to help build your Shopify store.