Live Chat
Live chat is real-time text support on the store, catching shopper questions while they’re still on the page.
What live chat is
Live chat is real-time text support on the store: a widget in the corner where shoppers ask and a person, or a bot handing off to one, answers while they browse.
Why live chat matters
Pre-purchase questions have a shelf life of minutes. Chat catches the doubt while the shopper is still on the page, where email support would answer after they’ve bought elsewhere.
The transcripts are also a running list of what the site fails to explain.
What stores use chat for
- Pre-sale questions on fit, stock, and shipping
- Order status and delivery queries
- Guided product selection on complex catalogs
- Rescuing stalled checkouts in the moment
Frequently asked questions
Bot or human first?
Bot for the repetitive layer, order status, shipping policy, with a fast, visible path to a human. A bot that traps people costs more goodwill than no chat.
Does chat need to be 24/7?
No, but the widget should be honest about hours and fall back to email cleanly. A dead chat that pretends to be live is the worst version.