Live chat for ecommerce has been around for a while and it has been used mostly by customers to ask questions about the product or service being offered or for after sales and support. Still, customers acknowledge its usefulness. Sometimes product descriptions or reviews don’t necessarily cover specific concerns and being able to connect with an actual person helps. An eMarketer survey revealed that 63% of customers are more likely to return to a site that features live chat.
There are now numerous live chat services that can be integrated with just about any ecommerce platform today. Most even now include advanced features such as surveys, analytics, transcripts, queuing, and reports which are all useful to measure how effectively customers’ concerns are being handled.
However, the use of chat for ecommerce is taking a new evolutionary step. Social messengers are emerging not only as an alternative to what these chat services currently provide but to online shopping carts as well.
The Rise of Conversational Commerce
The pervasiveness of messaging apps like Facebook Messenger make them viable channels for businesses to connect to customers. There are 1.86 billion people who are already on Facebook, and despite un-bundling Messenger as a separate mobile app, the service has over 1 billion active users.
Facebook even made available the Messenger platform for developers so that sites and services can embed Messenger on sites and in other apps. One high-profile integration was when Uber tapped into Facebook Messenger back in 2015 to allow users to book rides within the chat window.
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