Cart abandonment can be driven by a variety of factors. But while so much time is spent by ecommerce businesses agonising over improving user experience to boost conversion rates, all too often the critical ingredient of human interaction is missed. In a traditional shop, personal service is often what sets an outlet apart. The customer feels good, and as a consequence both sends more money and recommends the shop to people within their network. How many online retailers have still yet to adopt live chat backed by professional live chat operators as a channel to offer onsite human interaction and customer support?

When looking to personalise online shopping, skilled live chat operators can play a major part. It is widely accepted that the more personal a shopping experience becomes, the more likely you are to convert a visitor into a customer, and then convert a customer into a loyal fan.

By Rob North, COO, Yomdel

By Andy Soloman, CEO, Yomdel
Live chat is growing in popularity, and more and more businesses are realising the fantastic results that can be achieved by having live chat operators standing ready to immediately answer customer queries. But unfortunately live chat resourcing remains a major hurdle for many businesses which leaves them failing to realise the full potential of real-time online customer engagement.

Having survived the widely anticipated Mayan apocalypse  and, I assume, any holiday excesses, we can now safely turn our minds to the dawn of 2013. Let’s be grateful we’re still here and instead of wallowing in guilt-driven detox diets why not focus on four steps a successful ecommerce businesses can take to drive growth into the New Year and beyond.