The document discusses the benefits of real-time live chat, highlighting a potential revenue boost of 13% and increased customer satisfaction. It outlines key strategies for effective implementations, including quick response times and engaging communication to enhance the customer experience. Additionally, it emphasizes the importance of using live chat to address pre-sales and post-sales inquiries efficiently for improved sales outcomes.

1. 1Page
Derric Haynie
Ecommercetech.io
How Real-Time
Live Chat Boosts
Revenue by 13%

2. 2Page
Derric Haynie
Ecommercetech.io

3. 4Page
Two types of customer service interactions:
PRE-SALES
POST-SALES

4. 5Page
Two types of customer service interactions:
PRE-SALES
POST-SALES

5. 6Page
Pre-Sales:
● Handling Objections
● Pricing
● Sizing
● Stock
● Shipping

6. 7Page

7. 8Page

8. 9Page

9. 10Page

10. 11Page
13% - 60% Increase in
Average Order Value. -Intercom
and Bold360
20% - 40% Increase in
Conversion Rate.
-EMarketer, LiveChat, & ApexChat
20% Increase in Customer
Satisfaction.
-Econsultancy

11. 12Page
What is the cost of not
executing on live chat
effectively?

12. 13Page
What is the cost of not
executing on live chat
effectively?
~13% Gross Revenue

13. 14Page
When you ask a brand a question…
When do you want an answer?

14. 15Page
Average Response Times
● Chat: 90 seconds
● Email: 13.3 hours
● Contact Us: 16.2 hours
● Chat to Email: 20.7 hours

15. 16Page
Faster Response Time = Higher Conversion Rate
20% - 45% Live Chats -> New Customer

16. 17Page

17. 18Page
93% of Brands
Are Doing it Wrong!

18. 19Page
The Goal:
24/7 Bot to Human
On-Site Chat
With Less than 90s Response Time

19. 20Page

20. 21Page
Cassie
Hello! Are the [Product] currently in stock?
Julia
Hi there, thanks for reaching out to [Store]. I am
happy to help here.
Cassie
The [Product]
Julia
Unfortunately, it does not look like we have these
available at this time. I apologize!
Julia
May I answer any additional questions for you?
Julia
Thank you for reaching out! If we can assist with
anything additional, please let me know. Have a
great weekend!
Julia
Thanks for your interest! Which lashes were you
interested in?
Cassie
Okay!
Cassie
hello!
Cassie
No, thank you!

21. 22Page
Cassie
Hello! Are the [Product] currently in stock?
Julia
Hi there, thanks for reaching out to [Store]. I am
happy to help here.
Cassie
The [Product]
Julia
Unfortunately, it does not look like we have these
available at this time. I apologize!
Julia
May I answer any additional questions for you?
Julia
Thank you for reaching out! If we can assist with
anything additional, please let me know. Have a
great weekend!
Julia
Thanks for your interest! Which lashes were you
interested in?
Cassie
Okay!
Cassie
hello!
Cassie
No, thank you!

22. 23Page

23. 24Page
Conversation is King

24. 25Page
SILENCE
Cassie
Do these [product] frames come in black?
Sarah (Responded in under 90 secs)
Hi Cassie, please hold on a sec and let me take a
look
Cassie
So only the blue and red. Thank you!
Sarah
red and brown… but we have other cat eye
shaped frames in black… Let me share them with
you: LINK
Sarah
do you like this one? It's best seller in cat eye
shaped frames: LINK
Sarah
You're welcom!
And we have other black cat eye frames as well,
but this one is the best seller… you can use our
fliter to find all of them
Sarah
:) Hope you enjoy shopping with us!
Sarah
both color for this product is in stock, only these
two at the moment: LINK
Cassie
Yes, that may work. Thank you for your help!
Cassie
Great!
Cassie
Thanks

25. 26Page
Words Matter:
● Hesitate
● Sorry
● Find
● Please
● Online

26. 27Page
● Collect Valuable Data for
Segmentation/Personalization.
● Engage - Keep the conversation going.
● Customer Development/Research.
● Turn Common Questions into Content.
Sub-Goals:
● Under 90s Response Time
● Sales Training
● Tracking, Reporting, and Incentives
● Impact on Margins
Challenges:

27. 28Page
● Step 1: Build a detailed FAQ or knowledge base section.
● Step 2: Create a detailed chatbot that can answer and mitigate most common questions.
● Step 3: Create a sales training guide for your team.
● Step 4: Use the users purchase and browsing behavior to help indicate a pre-sale or post-sale
ticket and segment your support team into pre-sales and post sales to best allocate the ticket.
● Step 5: Have humans ready to respond to tickets within 90 seconds in real-time.
● Step 6: Profit.
6 Step Strategy:

28. 29Page
Random Takeaways
Asking questions engages
prospects and customers gives
us an opportunity to collect
valuable segmentation data
that helps convert.
24/7 Real-time customer service
has become mandatory for
Ecommerce stores looking to
become strong consumer brands.
Build a detailed ticket mitigation
strategy, with a chatbot,
knowledge base, and/or FAQ.
Empower team members to
mitigate common problems.
Small changes in attitude and
response strategy can lead to
improved customer satisfaction,
but more importantly, sales!
Most stores are staffing at the
wrong hours: 9AM-5PM instead of
focusing on peak inquiry times,
2PM - 10PM.
Using on-site chat simply to
collect an email address is a
poor customer experience and
missed opportunity.

29. 30Page
The Goal:
24/7 Bot to Human
On-Site Chat
With Less than 90s Response Time

30. 31Page
THANKS
derric@ecommercetech.io