{"id":5349,"date":"2016-08-01T06:10:44","date_gmt":"2016-08-01T06:10:44","guid":{"rendered":"https:\/\/www.proprofs.com\/c\/?p=5349"},"modified":"2026-04-21T11:02:18","modified_gmt":"2026-04-21T11:02:18","slug":"reduce-shopping-cart-abandonment-using-live-chat","status":"publish","type":"post","link":"https:\/\/www.proprofschat.com\/blog\/reduce-shopping-cart-abandonment-using-live-chat\/","title":{"rendered":"Reduce Shopping Cart Abandonment on Your Website Using Live Chat Software"},"content":{"rendered":"\n<p><span style=\"font-weight: 400;\">How many times has it happened that you\u2019re on an online store, you put what you need in the cart and after reaching to the final checkout stage, you realize the price of your item just doubled because of shipping, taxes and packaging? EVERY TIME!<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">I have gone through the same like a gazillion times, where I would put a lot of guitar accessories in the cart and everything just becomes \u201cinsanely\u201d expensive by the end of this magic tunnel called \u201ccheckout\u201d. Some of you may blame it on Gandalf, but I honestly think the problem lies in the way the online store is working.<\/span><\/p>\n\n\n\n<p><a href=\"https:\/\/www.salecycle.com\/blog\/stats\/infographic-the-remarketing-report-q2-2016\/\"><span style=\"font-weight: 400;\">The Salescycle remarketing report <\/span><\/a><span style=\"font-weight: 400;\">and many other studies show that the average rate of cart abandonment is nearly 67.71 %, which means the majority is not happy with the way ecommerce stores work. In simple words, <\/span><a href=\"https:\/\/www.proprofschat.com\/solutions\/ecommerce\/\">ecommerce customer service<\/a><span style=\"font-weight: 400;\"> needs to fine-tune with the demands of the clients. <\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">Every abandoned cart has its reasons and we are going to discuss the most popular ones and how to deal with them. You won\u2019t believe how many cart abandonments you can prevent with the implemention of live chat\u2019s right application. Let\u2019s get cracking!<\/span><\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"Customer_type_-_1\"><\/span><strong>Customer type &#8211; 1<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>Budget Shoppers<\/strong><\/h3>\n\n\n\n<p>These shoppers have a limited budget and when they come to the checkout stage and see their bill just doubled, it becomes a major setback. This is why I and numerous others have abandoned carts on several occasions. The sudden lift in the price may happen due to shipping rates, taxes, packaging or any other reason. But it completely puts off the customer and there is a 90% chance that you will get an abandoned cart.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>Solution:<\/strong><\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li>\n<p dir=\"ltr\"><span style=\"font-weight: 400;\">Using the&nbsp;<a href=\"https:\/\/www.proprofschat.com\/lists\/best-live-chat-software\/\">best live chat software<\/a> for your website, you can reduce these rates. First of all, do not keep such shocking surprises in your sales funnel. Try to be transparent to your customers and provide them with information on the website about any packaging or shipping cost that may add up later during the checkout.<\/span><\/p>\n<p><strong>Related Article:&nbsp;<\/strong><a href=\"https:\/\/www.proprofschat.com\/blog\/benefits-of-live-chat-software\/\">What is the Importance of Using a Live Chat Software on Business Website<\/a><\/p>\n<\/li>\n\n\n\n<li>\n<p dir=\"ltr\"><span style=\"font-weight: 400;\">Engage the customer in a conversation by inviting him\/her to chat. It is also important to be personal, so that it doesn\u2019t seem that the invite is just a robotic thing. A casual and personal opening can get the job done:<\/span><\/p>\n<\/li>\n<\/ul>\n\n\n\n<p>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; &nbsp;<i><span style=\"font-weight: 400;\">\u201cHey! My name is Sam, it seems that you are having trouble in finding the right &nbsp;color for this jacket. If you want, I can go through our stocks and check if you are looking for a specific color or else, we would be happy to arrange it!\u201d<\/span><\/i><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>\n<p dir=\"ltr\"><span style=\"font-weight: 400;\">Try to put invites on specific pages, where you feel the customer is lost or there are more chances of abandonment. It can be on items page, home page or even during the checkout procedure.<\/span><\/p>\n<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"Customer_type_-_2\"><\/span><strong>Customer type &#8211; 2<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>Window Shoppers<\/strong><\/h3>\n\n\n\n<p><span style=\"font-weight: 400;\">We all are guilty of this action, aren\u2019t we? Window shopping is fun! It has become even more fun since <a aria-label=\"undefined (opens in a new tab)\" href=\"https:\/\/www.commercialcafe.com\/blog\/e-commerce-survey-covid-19\/\" target=\"_blank\" rel=\"follow noopener\">online shopping has b<\/a><\/span>oomed on the Internet. You can window shop all you want without any store person staring at you. But with live chat services, you can monitor <span style=\"font-weight: 400;\">customer activities.<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">Window shoppers always go till the checkout procedure to see what will be the final amount they would have to pay. Not surprisingly, window shoppers largely contribute to abandoned carts. Here\u2019s how you can deal with them.<\/span><\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>Solution:<\/strong><\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li>\n<p dir=\"ltr\">The combination of features like visitor monitor and chat greetings can turn out to be very effective for such impatient customers. With the use of both the features, you can identify the visitor\u2019s browsing pattern and initiate a conversation in strategic moments to avoid challenges such as cart abandonment.<\/p>\n<\/li>\n\n\n\n<li>\n<p dir=\"ltr\"><span style=\"font-weight: 400;\">Another way to help them change their mind is by saving their cart. So, everytime they come back, they would find their products in the cart ready to be purchased. Saving the details of such customers with live chat and engaging them with a better scheme on their return can also <a href=\"https:\/\/www.proprofschat.com\/blog\/reduce-bounce-rate-with-live-chat\/\">increase the conversion rates<\/a> of window shoppers.<\/span><\/p>\n<\/li>\n\n\n\n<li>\n<p dir=\"ltr\"><span style=\"font-weight: 400;\">If there are some particular window shoppers that keep returning and don\u2019t buy anything, then you can try to attract them by offering free or flat shipping, buy one get one free or any exclusive offers.<\/span><\/p>\n<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"Customer_type_-_3\"><\/span><strong>Customer type &#8211; 3<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>The \u201cComparison\u201d Shoppers<\/strong><\/h3>\n\n\n\n<p><span style=\"font-weight: 400;\">Another common reason of abandoned carts is when somebody gets a better deal on the product from somewhere else. With billions of websites and millions of competitors, it is very difficult to keep up with what other websites are offering. A lot of such shoppers would compare a lot of websites and would obviously go for the one that is offering the best deal. But with the right application of <a href=\"https:\/\/www.softwaresuggest.com\/live-chat-software\" target=\"_blank\" rel=\"noopener\">live chat software<\/a> for eCommerce websites, you can easily turn such odds into your favor.<\/span><\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>Solution:<\/strong><\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li>\n<p dir=\"ltr\"><span style=\"font-weight: 400;\">Determining a \u201cComparison\u201d shopper is very easy. A shopper like this would always know what he\/she needs to buy, so such shoppers would not browse on your website and would rather search for the product they are looking for.<\/span><\/p>\n<\/li>\n\n\n\n<li>\n<p dir=\"ltr\"><span style=\"font-weight: 400;\">Engaging such visitors with delighting offers can easily increase the chances of converting such visitors. Use pop-ups with deals that you may not offer generally. Doing so will not only get you a sale but you will also gain a promoter who would recommend you to many other people. Such shoppers value their money and are considered great for spreading word of mouth.<\/span><\/p>\n<\/li>\n\n\n\n<li>\n<p dir=\"ltr\"><span style=\"font-weight: 400;\">Another benefit you can gather from such shoppers is their valuable feedback while chatting with them. Ask them about what other websites they like to shop from and their personal experiences, which will directly tell you about your unknown competitors and their marketing and selling strategies. This can drastically affect your business plans and goals.<\/span><\/p>\n<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"Customer_type_-_4\"><\/span><strong>Customer type &#8211; 4<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>Impatient Shoppers<\/strong><\/h3>\n\n\n\n<p><span style=\"font-weight: 400;\">Even though online shopping and ecommerce is a luxury, but there are a lot of shoppers who get impatient when shopping online. This category may include people who are not very tech savvy; generally impatient people who have a hard time trying to find out what they really want. Such people may get frustrated and leave the cart before completing their list.<\/span><\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>Solution:<\/strong><\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li>\n<p dir=\"ltr\"><span style=\"font-weight: 400;\">Features like co-browsing are effective in such situations. You can use co-browsing to help customers navigate through the website and help them find what they need to buy.<\/span><\/p>\n<\/li>\n\n\n\n<li>\n<p dir=\"ltr\"><span style=\"font-weight: 400;\">A lot of time, impatient customers abandon their carts because of no assistance in resolving their basic questions like refund policies, availability of different color or size and so on. So, inviting customers to chat and just having a conversation is always good, even if the customer is not facing any trouble. Such initiatives ensure customers that there is somebody they can always fall back on, if they have any doubts.<\/span><\/p>\n<\/li>\n\n\n\n<li><br><p dir=\"ltr\"><span style=\"font-weight: 400;\">Some customers may also get impatient if there is a bug or an issue in the checkout procedure. So, sticking with the customer during such situations will always result in better conversions.<\/span><\/p><\/li>\n<\/ul>\n\n\n\n<p><em>Also, check out this video on reducing shopping cart abandonment on your website using live chat software.<\/em><\/p>\n\n\n\n<figure class=\"wp-block-embed is-type-video is-provider-youtube wp-block-embed-youtube wp-embed-aspect-16-9 wp-has-aspect-ratio\"><div class=\"wp-block-embed__wrapper\">\n<iframe loading=\"lazy\" title=\"How to Reduce Shopping Cart Abandonment Using Live Chat | ProProfs Chat\" width=\"1120\" height=\"630\" src=\"https:\/\/www.youtube.com\/embed\/sFDimkz9Mco?feature=oembed\" frameborder=\"0\" allow=\"accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share\" referrerpolicy=\"strict-origin-when-cross-origin\" allowfullscreen><\/iframe>\n<\/div><\/figure>\n\n\n\n<p><span style=\"font-weight: 400;\">Summing it up, these are the most common scenarios or customers who are likely to abandon carts. With the application of <\/span><a href=\"https:\/\/www.proprofschat.com\/\"><span style=\"font-weight: 400;\">live chat<\/span><\/a><span style=\"font-weight: 400;\">, you can easily reduce the rate of abandoned carts. Not just that, you can also gather leads, feedback and reduce bounce rates on your website. But for that, you need skilled customer support reps who are proactive enough to apply features of the live chat for ecommerce website in the right direction and understand customer behavior onsite.<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">You can check out my post on <\/span><a href=\"https:\/\/www.proprofschat.com\/blog\/delight-customers-using-live-chat\/\"><span style=\"font-weight: 400;\">how to build such customer support<\/span><\/a><span style=\"font-weight: 400;\"> if you need a fresh perspective on this subject. Using these ideas can certainly reduce the abandonment rates on your ecommerce website.<\/span><\/p>\n\n\n\n<div class=\"banner-btn btn-desk\"><a class=\"try-btn\" title=\"Try ProProfs Chat for Free\" href=\"https:\/\/www.proprofschat.com\/signup\/\">Try Live Chat for Free<\/a><\/div>\n","protected":false},"excerpt":{"rendered":"<p>How many times has it happened that you\u2019re on an online store, you put what you need in the cart and after reaching to the final checkout stage, you realize the price of your item just doubled because of shipping, taxes and packaging? EVERY TIME! I have gone through the same like a gazillion times,&#8230;<\/p>\n","protected":false},"author":11,"featured_media":34456,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[11],"tags":[],"class_list":["post-5349","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-live-chat"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v21.4 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Reduce Shopping Cart Abandonment on Your Website Using Live Chat Software | ProProfs Chat<\/title>\n<meta name=\"description\" content=\"Shopping cart abandonment is one of the biggest problems for online stores. With right live chat application, you can retain clients &amp; close more sales.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.proprofschat.com\/blog\/reduce-shopping-cart-abandonment-using-live-chat\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Reduce Shopping Cart Abandonment on Your Website Using Live Chat Software | ProProfs Chat\" \/>\n<meta property=\"og:description\" content=\"Shopping cart abandonment is one of the biggest problems for online stores. With right live chat application, you can retain clients &amp; close more sales.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.proprofschat.com\/blog\/reduce-shopping-cart-abandonment-using-live-chat\/\" \/>\n<meta property=\"og:site_name\" content=\"Chat Blog\" \/>\n<meta property=\"article:published_time\" content=\"2016-08-01T06:10:44+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2026-04-21T11:02:18+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.proprofschat.com\/blog\/wp-content\/uploads\/2021\/01\/Reduce-Shopping-Cart-Abandonment-on-Your-Website-Using-Live-Chat-Software.png\" \/>\n\t<meta property=\"og:image:width\" content=\"733\" \/>\n\t<meta property=\"og:image:height\" content=\"400\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/png\" \/>\n<meta name=\"author\" content=\"ProProfs Editorial Team\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"ProProfs Editorial Team\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"6 minutes\" \/>\n<!-- \/ Yoast SEO plugin. -->","yoast_head_json":{"title":"Reduce Shopping Cart Abandonment on Your Website Using Live Chat Software | ProProfs Chat","description":"Shopping cart abandonment is one of the biggest problems for online stores. 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