Of course customers are lured in by eye-catching ads, beautiful app designs, and great bargains. But sometimes you have to give a shopper a little extra push to turn a visit into a sale. One key method to driving this extra push is via in-app chat. With Intercom Live Chat — one of the most personal mobile app features yet. Intercom Live Chat does exactly what its name claims: it allows a member of your team to chat with the customer who just opened your app.
It also offers you some unbeatable benefits that keep your store running efficiently.
It Gives You More Control
For example, you can let a customer click the “chat” tab to contact your team on his own terms, or you can make the app automatically send him a message to ask if he needs any assistance. You can also decide where to continue the conversation: do you want to keep talking to him in the chat box inside the app, or do you want to ask him for his email address so you can send your answer straight to his inbox?
It Makes You More Organized
With Intercom Live Chat, you can access an inbox for your whole team so you can see which team members are helping which customers. You can also assign certain team members to certain customers based on categories like languages spoken and types of questions asked. This provides structure and efficiency that more traditional customer hotlines and customer service pages do not.
It Turns App Visitors Into Loyal Customers
Even online shoppers like knowing there’s a real human behind the modern services they use. Personalized engagement makes an app feel more like a shopping experience. And hey, if you’re still skeptical about the effectiveness of a chat box, take a look at the stats:
- Live chat improves conversion by 20% simply by guiding app visitors through the payment process, reducing cart abandonment.
- Live chat boasts a 73% customer satisfaction rate. Compare that to email’s 61% satisfaction rate and phone support’s mere 44%.
Ready to take your shopping app to the next level in personalization and engagement? With Intercom Live Chat, Shopgate can give you the control and organization that your mobile shopping app needs.
Author: Casey Gannon
Vice President of Marketing | Casey is an experienced tech marketer, driven to develop marketing strategies that blend traditional techniques with emerging technology. With over ten years of experience in mobile, she believes that mobile apps are the modern solution in helping retailers directly connect with and impact consumers. When she's not looking ahead to the next opportunity, Casey is a busy mom, soccer player and adjunct professor at her alma mater, St. Edward's University.