Understand why Live Chat really works and which brands it is best for. Unique data from mystery shopping over 500 Ecommerce brands. Examples of real conversations by top Ecommerce brands. The 6 step strategy for increasing revenue by using live chat.

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

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Derric Haynie
Ecommercetech.io

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Two types of customer service interactions:
PRE-SALES
POST-SALES

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Two types of customer service interactions:
PRE-SALES
POST-SALES

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Pre-Sales:
● Handling Objections
● Pricing
● Sizing
● Stock
● Shipping

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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

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What is the cost of not
executing on live chat
effectively?

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

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When you ask a brand a question…
When do you want an answer?

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

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

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93% of Brands
Are Doing it Wrong!

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

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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!

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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!

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Conversation is King

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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

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Words Matter:
● Hesitate
● Sorry
● Find
● Please
● Online

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● 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:

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● 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:

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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.

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

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THANKS
derric@ecommercetech.io