What is it?
Accessible Luxury – Fashion Retailer.
What we can learn.
Any online store, no matter what size, can provide Live Chat as a service for its customers. The two things I focus on today are ‘where and when’ to show Live Chat functionality.
1. Where? Typically, Live Chat is triggered from the bottom right hand corner of a website.
On the Coggles website however, Live Chat is triggered from a neat ‘Live Chat box’ embedded in a product page, placed strategically below the ‘Add to Basket’ button and alongside the product details.
2. When? Again, Live Chat is typically accessed from all pages of a website, regardless of whether there’s a customer services person available to chat at that time or not. If Live Chat is unavailable a ‘Leave a message’ option is replaced by the usual ‘Chat now’ option.
On the Coggles website the ‘Live Chat box’ on a product page is only visible if a customer services person is actually available to ‘Chat now’. If not then the whole ‘Live Chat box’ is hidden automatically. Neat.
As a Coggles customer myself, it looks like the ability to ‘Chat now’ is only visible on certain product pages too. For example if the item is not available for immediate dispatch or it’s a high value item then the customer would potentially have questions before deciding whether to buy.
Knowing when and where to offer Live Chat can help smooth the path to purchase.
Choosing the right Live Chat solution can be tricky. Consideration should be given to setup time, initial and ongoing costs, ease of use and functionality.
Did You Know?
Around 79% of customers say they use Live Chat to get their questions answered immediately. (Source: Acquire / June 2020).