It’s disheartening to see your Shopify store customers abandon their carts. The feeling further magnifies when you get to know that cart abandonment leaves a 97.9% gap in conversions.
As scary as this sounds, you need a recovery plan in place like adding a live chat to Shopify store. But before you reach that level, it is crucial to assess their reasons for abandoning the cart.
Let’s take a look at some of them below.
Top 10 Reasons for Shoppers to Abandon Their Carts
#1: Extra Shipping Cost
Baymard.com lists this as the top reason for shoppers to abandon their carts. Research shows that 60% of shoppers abandon their carts because they find the extra shipping and tax fee cost too expensive.
#2: Account Creation
37% of shoppers who were part of the same study claim that they do not like to create an account and instead prefer to shop as guests.
#3: Complicated Checkout Process
The same study also indicates that 28% of shoppers abandon their cart because the checkout process is too cumbersome.
#4: Can’t Calculate Total Order Cost
The study claims that 23% of shoppers can’t calculate their total order cost up-front that ultimately forces them to leave their cart during the checkout process.
#5: Website Errors
Another reason for cart abandonment is website errors. Baymard.com claims that 20% of shoppers tend to give up their cart if the site fails to deliver a seamless browsing experience.
#6: Trust Issues
19% of people give up their shopping cart because they do not trust the site with their credit card or bank details.
#7: Slow Delivery
Many shoppers also abandon their carts if they see that the estimated delivery time is too slow. Baymard.com claims that 18% of shoppers leave their carts for this reason.
#8: Unsatisfactory Return Policies
Cart abandonment can take place because of various reasons, and unsatisfactory return policies are one of them. Almost 11% of shoppers abandon their carts because they either weren’t clear with the return policies or they did not agree with them.
#9: Lack of Payment Methods
You can also see a hike in cart abandonment if your Shopify store fails to offer different payment methods to its customers. Baymard.com study suggests that at least 8% of shoppers give up on their carts due to lack of different payment methods.
#10: Declined Card
If witnessing an increase in abandoned carts is disheartening for you, then imagine how customers feel when they see their cards getting declined at your store. 4% of shoppers leave their carts if their cards get declined during the payment process.
These reasons are critical for your business and shouldn’t be taken lightly. After all, they affect your conversion rate that further impacts your overall performance as a business.
Once you find out your customers have left their cart, you could mail them to remind them about their incomplete shopping. But this is not a real-time solution which catches a shopper just when they abandon their carts. You need a solution that helps you reduce cart abandonment in real-time and improve your website conversion rates effectively. And, what better way to start than to add live chat to Shopify!
Live chat integration with Shopify can help you boost your eCommerce business and take it to the next level. But before we try to see how live chat improves Shopify conversion rate, let’s take a look at how it can be installed to your eCommerce platform first.
Recommended Read: Reduce Shopping Cart Abandonment on Your Website Using Live Chat Software
Live Chat for Shopify: How to Install the Customer Support Tool Within 5 Minutes
ProProfs Live Chat integration with Shopify store is easy to follow and takes less than a minute to complete. But if you haven’t signed up with ProProfs Chat, then the following video can help. You’ll get to learn how to sign up for the live chat software and how to add it to your website. All this within 5 minutes.
But in case you have already signed up with us, then all you’ve got to do is follow the seven easy steps to complete your Shopify live chat integration process.
Let’s take a look at the integration process below.
✔️ Step 1: Login to your ProProfs Chat control panel with valid login credentials.
✔️ Step 2: Navigate to "Settings" and click on installation. You’ll come across a chat code. Copy that chat installation code.
✔️ Step 3: Log in to your Shopify account with valid credentials to proceed with the integration process.
✔️ Step 4: Navigate to Sales Channel and click on the online store option.
✔️ Step 5: Navigate to Themes ----> Edit Code
✔️ Step 6: Click on "theme.liquid" option available in the Layout section to paste your ProProfs Chat code into the content box.
✔️ Step 8: Final step, click the save button.
There you go. You now have successfully added live chat to your Shopify store!
Live Chat for Shopify: How Does Live Chat Improve Shopify Conversion Rate
According to Neil Patel, live chat can help your business website boost conversion rate by up to 45%.
If anything, 79% of people prefer to use live chat while browsing a website. And here are the reasons for the increasing use of live chat among customers.
In a nutshell, you now have all the more reasons to have live chat for Shopify integration in place. But to help you understand better, live chat integration with Shopify helps your operators and your business to:
- provide real-time support to customers
- get in touch with multiple customers
- reduce website errors
- reduce call volumes
- capture more leads
- increase upsell and cross-sell opportunities
- understand the increasing needs of your shoppers
- learn how you can improve your products and as a business
This list of benefits can go on, but now let’s explore the different ways in which ProProfs Chat & Shopify integration will help you improve website conversion.
Improve Shopify Conversion With ProProfs Live Chat Integration
#1: Anticipate Customer’s Response
Help your support operators anticipate what your customers are about to send in the chat window. Such a process helps operators to find a solution before the message arrives. Other than that, they also get to learn what approach will help them walk the customer through the sales funnel and boost sales for the eCommerce platform.
Recommended Read: Increase Your Business Sales & Conversions Upto 10X With Live Chat
#2: Co-browse to Learn Their Pain Points
Let’s say your customer is buying a pair of shoes and is ready to check out. But as they fill in the payment details, they see a message that states the payment process has failed. At this moment, the customer feels frustrated and ultimately leaves your store.
In case you plan to avert the increased bounce rate because of this situation, then add live chat to Shopify. Using live chat software can help your operators immediately initiate a conversation with their customers and ask them to share their screens. Co-browsing allows your operators to guide customers step-by-step in real-time and ensure that they can complete their purchasing process.
#3: Use Chat Greetings for Personalized Support
It is important to provide immediate support when your customers are in distress. But more importantly, it should be personalized according to their pain points.
Another way ProProfs Live Chat can improve your conversion rate is by allowing you to send personalized messages in the form of Chat Greetings to customers based on their browsing behavior. A targeted chat invite will encourage them to have a conversation with your operators. This also helps customers speak about their pain points, discuss their difficulty in completing their checkout process, and ultimately receive a solution from your operator that resolves their problems.
#4: Integrate Knowledge Base to Reduce Response Time
Besides live chat integration with Shopify, ProProfs Chat also provides integration with powerful platforms like knowledge base to help you reduce incoming queries to an operator. The knowledge base integration allows you to add a minimum of 5 articles to a particular page’s chat window.
For example, if you have a chat window added to the checkout page, you can enable knowledge base integration and add articles that answer the frequently asked questions. In case these answers aren’t able to address a customer’s concern, then they always have the option to connect with the support operator.
#5: Connect People to the Right Department
There are times when customers aren’t connected to the right department, which leaves them unsatisfied. But worry not; ProProfs Chat is here to help you improve Shopify conversion rate and boost customer satisfaction rates.
Recommended Read: Expert Tips- How to Achieve Customer Satisfaction
ProProfs Live Chat helps in directing your customers to the right department that in turn streamlines your support queue as well. All you have to do is enable ‘Departments’ in the settings section. Departments will appear in the pre-chat form as a drop-down list, therefore helping the customers reach the concerned operator and receive a solution hassle-free.
Hope these solutions have addressed your questions, and if not you can always get in touch with us!
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