Is live chat necessary on a shopify store?

GoodBook

BANNED

Aug 5, 2019

220

66

• Dec 25, 2019

• #1

Hi,

Is live chat necessary on a shopify store? I'm using tidio app, are you using it?

Thanks.

 

Meerakat

Elite Member

Sep 9, 2019

1,505

1,695

• Dec 25, 2019

• #2

I do believe live chat is necessary to interact with your customers if you are getting high traffic rate. Live chat = low bounce rate, hire people if you are doing well enough with your income to answer questions while you are away.

Also create a F.A.Q page to answer most of the common questions that your customers may have. Good luck!

 

youveggie

Power Member

Nov 13, 2017

526

384

• Dec 25, 2019

• #3

not really, look at big players out there.. none of them have live chat or even public support email.
You must be able to channel out what your customers might ask and put that on faq's page.

 

t-machine

Junior Member

Nov 17, 2019

110

60

• Dec 25, 2019

• #4

If you have strong traffic but it isn't converting, it can definitely help you fix it or at least understand why.

 

J

J T

Newbie

Feb 10, 2019

23

7

• Dec 25, 2019

• #5

Live chat can be a good way to indicate trustworthiness to visitors who are on the fence.

 

NYC47

Regular Member

Jul 9, 2013

244

84

• Jan 8, 2020

• #6

i would not say its necessary but if you dont have it make sure you have a clear way to direct customers to a way to contact you like email,social media etc

 

Jammy0308

Supreme Member

Apr 18, 2018

1,262

1,380

• Jan 8, 2020

• #7

It might not be what the big players are doing, but it's hella appreciated if its available and an FAQ maze however much money it saves you, still sucks.

 

F

Fashionable

Junior Member

Sep 10, 2012

148

87

• Jan 8, 2020

• #8

Depends on product you're selling. If it's a simple/basic product than FAQ is enough in my opinion. If it's a more complex purchase (Especially SAAS or an ongoing subscription) then I think its worthwhile.

It does build trust but also looks shit if answered by a bot or left unanswered.

 

DaisyA

Regular Member

Sep 10, 2019

228

167

• Jan 8, 2020

• #9

Not absolutely necessary if you have a really good FAQ section. But if you don't have live chat, you'll need a really clear process for customers to lodge a support ticket.

 

viking011

Regular Member

May 6, 2015

362

148

• Jan 8, 2020

• #10

I tend to use live chat and beamer on most of my websites.