{"id":12994,"date":"2024-11-05T15:25:54","date_gmt":"2024-11-05T15:25:54","guid":{"rendered":"https:\/\/www.answerconnect.com\/blog\/?p=12994"},"modified":"2025-08-18T16:54:45","modified_gmt":"2025-08-18T16:54:45","slug":"reduce-cart-abandonment-live-chat","status":"publish","type":"post","link":"https:\/\/www.answerconnect.com\/blog\/answerconnect-services\/reduce-cart-abandonment-live-chat\/","title":{"rendered":"Live chat services: how to reduce cart abandonment & drive sales"},"content":{"rendered":"\n

E-commerce has changed the way companies sell goods and services to their customers. Unlike traditional brick-and-mortar stores, e-commerce businesses are not constrained by geographical location or business hours. Brands that once relied on store footfall can now sell to a global audience 24\/7\/365.\u00a0That doesn’t mean that growing their customer base<\/a> is easy, <\/p>\n\n\n\n

Despite its advantages, the e-commerce industry faces its own set of challenges<\/a> when it comes to generating and closing sales. With everyday distractions, unlimited choices, and competitors on multiple platforms, it can feel impossible to keep your customers’ attention all the way to the finish line (or, in this case, to the online checkout).<\/p>\n\n\n\n

Brands also need to meet the high expectations of online customers by delivering a personalized buying experience that matches what they would receive in-store. Here, we\u2019ll focus on how e-commerce brands can drive sales and reduce cart abandonment with the help of a live chat service. <\/p>\n\n\n\n

Understanding cart abandonment<\/h2>\n\n\n\n

Cart abandonment is when customers add items to their virtual shopping cart but don\u2019t complete the purchase. This behavior trait is common amongst online shoppers, with an average cart abandonment rate<\/a> of over 70%. <\/p>\n\n\n\n

Abandoned carts can be costly for your business, so it\u2019s important to understand why your customers leave before purchasing. Let\u2019s look at some of the most common reasons customers fail to reach checkout: <\/p>\n\n\n\n

The discount code doesn\u2019t work<\/h3>\n\n\n\n

People like to think they\u2019re getting a deal, so offering a discount code can make the online shopping experience much more appealing. But what happens when a customer reaches the checkout and the code doesn\u2019t work? <\/p>\n\n\n\n

Not only are your customers left disappointed, but they suddenly feel they\u2019re paying more than it\u2019s worth. Something that was 20% off is now full price and, just like that, the incentive to purchase has gone. <\/p>\n\n\n\n

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Re-entering information<\/h3>\n\n\n\n

Customers know they need to provide a certain amount of details to complete a purchase, but manual entry has been found to be one of the biggest turn-offs. If a customer has already input shipping or credit card details, 55% will abandon their cart<\/a> if asked to re-enter this information. <\/p>\n\n\n\n

Similarly, customers like the option of a guest checkout. If every customer has to go through the process of creating an account, many will leave your site and move on. The fewer steps to reach the checkout, the better. <\/p>\n\n\n\n

Long delivery times.<\/h3>\n\n\n\n

Buying something online is meant to offer convenience to the customer. After all, you\u2019re removing the need for customers to go to the store and take time out of their busy schedules. However, many won\u2019t complete the order if your delivery options are limited.<\/p>\n\n\n\n

More than a quarter of customers<\/a> will abandon their carts if next-day delivery or store pickup isn\u2019t an option.<\/p>\n\n\n\n

Additional fees.<\/h3>\n\n\n\n

The shopping experience can be highly frustrating for customers when an unexpected expense is added at the last minute. In fact, high shipping costs are why 48% of shoppers<\/a> don\u2019t go through with an online purchase.<\/p>\n\n\n\n

Many companies try to counter this problem with free shipping, delivery charges included in their product\u2019s price, or even delivery deals, such as \u2018$9.99 for a year of next-day delivery\u2019.<\/p>\n\n\n\n

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Poor return policies.<\/h3>\n\n\n\n

Returns policies need to be simple and flexible to keep customers happy. Returns-related issues that turn customers away include:<\/p>\n\n\n\n