Enterprise Ecommerce / How to Sell Online

Increase Conversion Rate with These 5 Tips for Live Chat from Fugoo [Video]

Katey Ferenzi / 2 min read
Increase conversion with live chat

While shopping for bluetooth speakers on Fugoo.com, I noticed a little something extra amazing: a live chat feature! What’s surprising is that, despite it’s incredible funtionality to help you connect with your customers, I see loads of online stores everyday that don’t use live chat. When I ask store owners why they don’t take advantage of this great tool, they say it’s not trendy or they feel their small staff cannot balance a live chat channel.

Seriously, folks? How can providing a personalized experience speaking with your customers not be “in?”

Live chat is a great way to get a leg up on your online competition, stay competitive against the in-store experience, tap into your client base to get them from research-mode (which happens a lot) and convert them into buyers or possibly upsell them.

The bottom line is: Live chat = selling more. Period.

Not sure where to start? In today’s #SellMore video, we take a look at  Bigcommerce client Fugoo.com’s beautiful site to find 5 sure-fire ways to have an effective live chat feature that boosts sales and increases conversion. After you watch the video, scroll down for a deeper dive of each of these elements.

There are loads of online stores using live chat but not using it well – at all. There are also business owners who are not harnessing the power of a live chat feature. Ecommerce store owners tend to think  a) it’s not trendy or b) their small staff cannot balance a live chat channel.

Live chat = selling more. Period.

By having a live chat feature on your online business you are able to mimic the in-person experience, stay ahead of your competition (online stores or brick and mortars), convert shoppers into buyers, upsell, and boost your brand awareness.

Learn 5 tips to help you revamp your live chat experience or start off on the right foot in launching a live chat feature.

Have questions? Tweet @Bigcommerce, we’re here to help! #sellmore

Be aware of your business hours.

Don’t assume 9am-5pm chat hours will work, especially if you are selling internationally. First, I recommend using analytics to determine what time of day (or night) most of your visitors are using your site. If you’ve got trouble covering certain hours you can outsource or just have a submission form like Fugoo so you may contact customers later on when you’re ready and provide that “wow” experience.


No robots allowed.

The whole point of having live chat available is to provide warm, human help to a customer’s shopping experience. Having robotic greetings or responses can kill the effectiveness of live chat. Plus, it’s your opportunity to showcase your rad personality, which is a huge part of building your brand.


Sales experience can make for a great chat rep.

For the most effective use of live chat, consider using inside sales people and not just customer service representatives. People who have sales experience will more likely lead customers towards sales and increase the possibility of upselling, which can hugely impact your businesses bottom line.


Train your chat  team!

Of course your live chat representatives should be knowledgeable about your inventory and website navigation. However, I highly recommend you formally train your team around soft-skills. You might even provide cheat sheets or FAQs to improve their performance. Training will also make it easier for chat reps to answer customer’s questions quickly which will in turn drive down “chat time.”

If it’s just you running your live chat as a moonlighter, remember that no one knows your business better than you. However, a little training for you can go a long way to make sure that you’re being efficient, friendly, and answering the right questions in the right way to satisfy clients.


Take the opportunity to boost your social.

This is something most live chats don’t do. When your live chat representatives receive positive feedback from online visitors and customers, consider instructing your representatives (or sales people) kindly remind your visitors to “like” your Facebook page and leave a comment on it.

How do you use live chat to boost sales?



Katey Ferenzi

Katey Ferenzi

Katey Ferenzi has lived and breathed ecommerce for +10 years. In the mid-2000s, she and her husband started their own online business and successfully exited so they may come to Bigcommerce to teach other SMBs how to do the same. Currently, she's consulting for Jasper PIM, a Product Information Management (PIM) solution focused on unifying back-office operations with front-end shopping experiences for mid-market and enterprise businesses looking to scale.

View all posts by Katey Ferenzi
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