Freshchat for Ecommerce

Freshchat’s customer messaging software is the fastest way for you to engage and provide live assistance and convert visitors to customers. Freshchat is also powerful for ecommerce support, increasing customer satisfaction and loyalty.

Why should you add live chat to your ecommerce store?

‘Cause your customers want it

92% of customers prefer chat against other forms of customer support, such as phone, email, and social media.

44% of respondents said that having a live person answer
their questions during their online purchase was one of
the most important features a website could offer.

The fastest way to help frustrated customers

Frustrated customers want quick answers. Enable them to reach you via the right ‘Message Channel’, connecting them with an expert from your team. This allows you to sort chats automatically coming to your team inbox by creating topic-based conversations with your customers. 

You can pre-configure message channels for your business based on the most common customer queries like Returns and Refunds, Order Tracking, Product Feedback, Pricing and Billing and more. Think of this as an IVR for chat, without the arduous experience. 
 

Learn more about Message Channels

Target the right people with proactive messaging

Send real-time customised messages based on events or actions performed by your visitors. It only takes a few minutes to set up advanced custom user and event properties. You can further analyse and measure your campaign performance with metrics such as seen, sent, and response rate.

Target the right people with proactive messaging

Send real-time customised messages based on events or actions performed by your visitors. It only takes a few minutes to set up advanced custom user and event properties. You can further analyse and measure your campaign performance with metrics such as seen, sent, and response rate.

Reduce page drop offs

Reduce bounce rate and nurture visitors with low intention to buy.

Announce offers to specific visitors

Make offers based on conditions like geography, size of the company, industry, and more.

Bring down cart abandonment

Send personalized messages based on events like items added to the cart, their value and more.

Increase your Average Order Value

Upsell to specific customer segments based on their cart items, purchase history, wishlist items.

Assist customers better with context

Empower your team with detailed, real-time info to assist customers effectively, including name, email, phone number, IP, the page the conversation was initiated from, and even navigation timeline of pages visited. This data gives you and your team the context you need to have an informed conversation with the customer.

You can further push or fetch useful information such as purchase history, transaction status, shipment details from your system, CRM or any other third-party application, to help your team support customers smarter.

Be where your customers are

Your customers want to contact you when they want and how they want. They aren’t happy if they can’t. Just as buying your product from the comfort of their bedroom is convenient, they expect no less from your customer service. They expect your business to be on the channels they are on.

With Freshchat, your business can now manage and respond to conversations coming in from your mobile app, Facebook Messenger and Whatsapp, all from a single unified dashboard.

Shortcuts to customer happiness

The Freshchat agent experience allows teams to create a repository of predefined responses that agents can access from the dashboard with shortcuts, leading to faster response times and increased customer happiness.

Efficiency-improving features like Canned Responses are placed right within the conversation window making it one-click away from execution. You don’t have to go anywhere else.

Deliver answers round-the-clock

Empower visitors and customers to get answers to common questions even when your team is away, while still providing a great customer experience. 

Freshchat's in-messenger FAQs deflects the volume of chat queries enabling your team to spend less time on low transactional value queries and more time on the ones that have greater business impact.

Learn more about in-messenger FAQs

Engage from wherever you are

Small team or a large one, the Freshchat app for Android and iOS lets your team members engage with visitors or users when they are away from their desk or are on the move. Team members are alerted to new messages instantly.

Your team can view conversations, user details and activity, assign conversations to other team members, resolve, reply, add private notes, canned responses, images and FAQs.

Start talking to your customers in a matter of minutes

2-minute set up
Copy and paste a simple line of code onto your website’s HTML source , and your chat widget will appear immediately.

Start messaging
Login to your dashboard to start engaging with your web visitors and customers. Invite your team, create shortcuts, the world is yours!

Measure and track progress
Monitor incoming chats, review customer satisfaction, analyse performance of your team by tracking metrics over time.

Powering millions of conversations for businesses of all sizes

Add Freshchat to your Ecommerce website

Sign up for a 30-day free trial to get on board.