Tip #5: Improve Conversion Rates With Live Chat

Tip #5: Improve Conversion Rates With Live Chat

Noah Kadner added live chat to his store, Call Box, to offer unparalleled customer support, which immediately started generating sales. Call Box helps filmmakers improve their post-production techniques with training software:

Tip #5: Improve Conversion Rates With Live Chat

Add live chat support to your website: it paid for itself in the first day I switched it on. Shoppers don’t often request live chat sessions but when they do, 9 times out of 10, I can convert their questions into a sale.

For customers who just will not wait for an e-mail response or bother picking up the phone, live chat is familiar and offers instant gratification. Answering their questions related to products or the checkout process will keep them shopping on your site.

I use Olark Live Support Chat from the Shopify App Store. It’s a lot of fun chatting with folks who are interested in your products.”


Two live chat apps to test out for free

You can pick from two different live chat apps: Zopim and Olark. Both offer free accounts to get you started now.

Step 1: Pick one from the two apps:

Olark Live Website Chat Monitor & chat with customers, providing sales and support from your existing Instant Messaging Client.

Zopim Live Chat Web-based Visitor Monitoring & Chat Solution. Increases Sales Leads & Conversion. Also works on IM & smart phone.


Step 2: Installing the app After choosing a live chat app, click on the install button and follow the simple step-by-step instructions.

Step 2: Installing the app
After choosing a live chat app, click on the install button and follow the simple step-by-step instructions.


Step 3: Adding the snippet code

One of the last steps will require you to add a snippet of code to your shop’s theme, stored in a liquid template file.

Go to the Asset tab of your admin panel and select Theme Editor. Click on theme under the Layouts section.

Step 3: Adding the snippet code

Scroll down the window to the end of the liquid template.

Paste the snippet of code they provide you right on top of < /body > .

Click Save to finish installing the code.

Step 3: Adding the snippet code

Step 4: Start chatting directly with customers

Log in to Zopim’s or Olark’s admin interface and finalize your preferences.

You can chat directly from your favorite chat software, like AIM, MSN, or GTalk.

When you are logged in to Live Messenger, for example, your customers will see that you are online and available to answer their questions.


Thanks again to Noah from Call Box for his great tip. Try it out and post a comment to let us know how it worked out for you. May you all have great conversations with your customers!


Have a great tip you’d like to share? Submit yours at winningtips@shopify.com

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