Your customer goes through your site and happily fills it up with plenty of products. Once she gets to the end of the line, however, she abandons the cart. 75.6% of carts ultimately get abandoned, according to Sales Cycle, but the sale is not necessarily lost. In fact, 63% of these abandoned carts are potentially recoverable, reports Business Insider. Your live chat support provides an important ally in turning the abandoned cart into a conversion.

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Chat Support
Strategies for
Decreasing Cart
Abandonment
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Chat Support
Strategies for
Decreasing Cart
Abandonment
Your customer goes through your site and happily fills it up with plenty of
products. Once she gets to the end of the line, however, she abandons the cart.
75.6% of carts ultimately get abandoned, according to Sales Cycle, but the sale
is not necessarily lost. In fact, 63% of these abandoned carts are potentially
recoverable, reports Business Insider. Your live chat support provides an
important ally in turning the abandoned cart into a conversion.
Why Do Customers Abandon Carts?
Before you implement live chat strategies for reducing cart abandonment,
you need to understand why customers jump ship at the last minute. The
primary cause of abandoned carts, according to Hubspot, is sticker shock.
Shipping, handling and taxes may increase the cart total beyond the customer’s
affordability range. Other cart abandonment causes include customers window
shopping or creating wishlists for future purchases, price comparisons with
competitor sites, complicated checkout processes and a need to walk away from
the computer. Customer support needs training in cart abandonment pain points

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and the best way to address the concern. For example, once live chat makes
contact with a customer on the verge of abandoning the cart due to a price
increase, offering a free shipping code or discount may make the difference.
Timed Triggers
Customer behavior can indicate the potential for an abandoned cart. You can
time a live chat prompt during these periods so customers receive proactive
customer support for their problems. For example, a customer sitting on
the account registration page after clicking the checkout button may run
into issues with the account registration process. If customer support fails to
intervene at this stage, he may abandon the cart and shop at a competitor.
The timed chat trigger tracks how long a customer sits on a page and opens
a chat window prompt, encouraging the customer to ask for help. Your chat
support representatives can guide the customer through the checkout process
to complete the sale. Another trigger example involves customers sitting on the
checkout screen for a significant time period. They may be deciding whether to
make the purchase, have concerns about shipping costs or have questions about
the products. After the customer exceeds the average time on this screen, a
live chat greeting provides your representatives with the opportunity to answer
questions, offer discounts or otherwise give the necessary help to close the sale.
Live chat is helpful immediately after the customer abandons the cart, but before
she leaves the site. These last-chance chat triggers attempt to catch the customer
before she leaves the sales funnel completely. The support representative
addresses any problems the customer has with the checkout process and works
on retaining the customer.

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Accessibility to Agents
Sometimes the customer simply needs to know assistance is available to increase
his comfort level with the purchasing process. A live chat greeting when the
customer enters the site or the e-commerce page creates customer support
awareness. Even if the customer doesn’t answer, having the accessibility to reach
an agent makes the difference.
Leverage Chat Support to Meet Sales and Marketing Goals
Get your live chat on the same page as your sales and marketing teams to
coordinate sales conversion and upsells. If the marketing and sales team has
multiple campaigns pushing a specific product, your live chat team needs as
much information on this product and related upsells as possible. An informed
live chat team is prepared to quickly answer the questions customers have and
turn an abandoned cart into a successful sale. Cart abandonment doesn’t have
to eat up over half of your sales when you leverage your live chat support assets
correctly. Get your customers the help they need during the checkout process by
triggering messages at key touch points and creating a support awareness.