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Shopify live chat: A better shopping experience

What is Shopify live chat?

Shopify live chat, or Shopify chat support, allows companies that use Shopify ecommerce software to provide their customers live chat and messaging support. With this feature, companies have the power to proactively help shoppers before they abandon their shopping cart or exit for your website.

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Many online retailers spend a significant portion of their budgets bringing people to their online stores, be it through digital ads, loyalty programs, or nurture emails. However, unlike their brick and mortar counterparts, when a customer arrives on their website or app, it can be difficult to provide support and streamline the path to purchase. Shoppers must typically fend for themselves if they can’t find something or have a question, and must either figure it out themselves or reach out to customer service via email or phone. This completely ruins the convenience of online shopping, and considering the oversaturation of online retailers, many customers will simply find what they’re looking for on a competitors site. Shopify live chat is the perfect solution to this, because it enables proactive support directly within the online store. Now online retailers can provide a similar level of personal, 1 on 1 support customers have expected in brick and mortar stores.

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Shopify chat support is a powerful tool for online retailers because it provides benefits for everyone involved. For customers:
  • Questions are answered in real-time.
  • Shoppers can continue to browse while they chat.
  • It’s a real conversation. Unlike with email, customers can ask followup questions and get answers immediately.
And for retailers:
  • More purchases, less abandoned shopping carts.Customers can get the answers they need that would have otherwise caused them to prematurely end the shopping process.
  • Proactive support. Retailers can identify when shoppers appear stuck and proactively offer to help them complete the purchase.
  • Cost efficiency. Shopify live chat is less expensive than phone support. Plus agents can work on multiple chats at once, further saving time and resources.

The right fit for your business

All online retailers who use Shopify ecommerce software should take advantage of Shopify live chat. It’s a great way to increase conversions and engagement with customers. As a support channel, it’s a far more efficient alternative to email or phone.
An example of how Zopim Chat can be used for Shopify live chat via Zendesk.

Zendesk 如何為您提供幫助

Zendesk’s live chat software enables companies to offer Shopify live chat. Using it, retailers can offer their customers seamless customer service. With Zendesk, all customer interactions and contextual data live in one place, so agents can begin a conversation in chat and move it to the customers' preferred channel.

Proactive support is possible thanks to Triggers, a feature in Zendesk Chat that automatically notifies support agents when a customer has taken a defined set of actions that might indicate they are going bounce or abandon their shopping cart. This enables the support agent to help solve the problem before it’s too late.

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