E-Commerce · Conversion Rate Optimization

Live Chat and Cart Abandon recommendations?

Edward M. Yang

July 5th, 2016

Does anyone have direct experience and recommendations for the best Live Chat software for e-commerce websites?

Related, does anyone also have recommendations for an effective software/plug-in tool to reduce cart abandonment, eg pop-ups for incomplete transactions?

Richard Reed

July 5th, 2016

All depends on the overall plan for your site. If you have a full service e-commerce site that needs to track customer interactions with support tickets, consider using Zopim+Zendesk. I have used that when there was a support ticket requirement and it worked effectively. If you want to implement a simple chat function that also allows for you to track website interaction and user behavior, consider LuckyOrange.

On cart abandonment, if you are using an ecommerce platform such as Shopify there are many, many choices for abandonment. Usually a pop-up that provides a second chance, plus a follow-up email with some incentive following the abandonment are the best practices. The exact choice of provider depends on your requirements.

Dan Arra Entrepreneur, Co-Founder at Altocloud

July 5th, 2016

Check out Altocloud.com   We use Predictive Analytics combined with Chat, voice, video, content offers, etc. to engage visitors to prevent abandons, predict abandons, increase conversions, increase average order values, and to achieve many e-commerce outcomes.

We have e-commerce customers as well as B2B customers.  One of our customers is the largest independent toy retailer in Europe.  

Altocloud has out-of-the-box integration with Magento, Woo-Commerce and can easily be integrated with any e-commerce site or shopping cart tool.  

We recently displaced LivePerson at a global company (over a dozen languages, 20+ website domains, thousands of chats per day).  

Happy to discuss further if you like.  

Shawn Rhoads

July 5th, 2016

I own 2 live chat solutions oggchat.com and oggflow.com.   The oggflow solution allows you to pick up where live chats are lost (via email) in a seamless fashion.  I am also interested in which shopping card you are using as I think abandoned carts is a great integration point to reach out to the customer and start a conversation and would like to add that feature.

Anton Komarov

July 5th, 2016

Hi Edward, I think best options is to implement a Facebook Messenger connected LiveChat plugin in your web-shop. Regarding cart abandonment plug-in it's really depends on which platform do you use for your shop - Magento? WordPress+Woocommerce? Shopify? PrestaShop? Best, Anton Komarow www.CodeSushi.co 180 Sansome Str. San Francisco cell.: *+1 (415) 910-24-98* Codesushi LLC

Marc Riesenberg Creative Leader | Marketer | Customer Experience | Professional Instigator

July 5th, 2016

Just got turned onto 24/7 (http://www.247-inc.com/). Haven't implemented yet, but the concept of tying FAQs to a chatbot prior to a live interaction is intriguing. 

Amy Madonia VP of Ecommerce & Marketing at Donna Morgan & Ali Ro

July 6th, 2016

There's rarely one tool that does exactly what you need, especially on magento B2C.  I have used Bronto for cart abandonment, but their analytics is limited.  Check out Windsor Cirlce and Zopim

Noah Webster Co-Founder at Joir

July 5th, 2016

I used LivePerson at a former company. It worked pretty well for us, and was easy to drop onto the site. It has some good metrics available to use if you need them.

Tom Byun SVP & GM, Global SMB at LivePerson

July 6th, 2016

LivePerson works well for both small businesses and large businesses alike. Many of the large retailers use LivePerson. If you are Magento, Shopify, WordPress, or GoDaddy customers, there's also simple plug-ins to easily get you started.

Joann Bloom marketer

September 19th, 2017

yes, I am using LIveAdmins Live chat solution on my eCommerce website since last 3 years my website cart Abandon rate Reduce by 63% and other benefit know the customer needs what visitor wants.


Lots of companies provide effective live chat solution. you can choose any software company

Olark

zopim

LiveAdmins

bold chat

etc....

Thelma Kalentzoti Business & Customer Maestro

July 8th, 2016

@ shoutcube.com - we have developed and currently testing a group live chat solution for websites, to help you keep your community on your site and increase engagement. Though this is not 1-2-1 for customer support, feel free to ping me if you would like to test it. We still give it out for free! :)