Live Chat & SMS Support for Shopify Stores – Mochi
Live Chat & SMS Support for Shopify Stores
Stephen Quebe

Stephen Quebe

Live Chat & SMS Support for Shopify Stores

Try a FREE trial of Mochi by visiting our Shopify App Page.

Live Chat Support is Now Available for Shopify

Here at Mochi we’re excited to announce that we’ve recently released our live chat support app for Shopify.

Now you can achieve the level of customer support that your customers are looking for.

Keep reading to learn more about the value of live chat support for your Shopify store.

For Shopify Store Owners

If you own or manage an online store, you know that the world of eCommerce is changing rapidly.

In 2018 online retail accounted for nearly 15% of all retail sales and 50% of all sales growth. In 2019 it’s going to grow even faster – by a staggering 22%.

As consumers are doing more and more of their shopping online, they’re increasingly expecting their online experience to be similar to their in-store experiences.

Additionally, the growth in eCommerce is enticing more companies to enter the market. Making online retail one of the most competitive spaces to try to win customers.

What does all of this mean if you own a Shopify store?

The growth of competition in eCommerce and the enhanced expectations of consumers means that it’s more important than ever to provide an excellent customer experience for your Shopify store. In fact, it’s the only way to win!

So, how do you provide the best experience possible for your customers?

What are Customers Looking For?

Before we jump into how to create a better customer experience, it’s important to know what customers are looking for.

As I mentioned above, today online shoppers want their eCommerce experience to be as seamless as their real world shopping experience. Let me give you two examples.

Example 1

Let’s say a customer bought a computer and it was not working properly, so they take the computer back to the store to get some help. Any computer store that is worth its salt is going to have a customer support or customer service desk in their store.

Images by coffeebeanworks

Customers expect this service to be available for nearly all brick-and-mortar stores.They also expect the customer support desk to be able to answer their questions, help them troubleshoot their problems, and refund or replace defective products.

If a computer store does not provide this type of help, the customer is not going to be a customer for long. According to HubSpot, 80% of consumers stop doing business with a company, when they have a poor customer experience.

Example 2

Let’s say a customer wants to buy a new pair of shoes. If they go to the mall, they expect to be greeted by a salesperson, who offers them assistance. Brick-and-mortar stores don’t have sales people just for the fun of it, they have sales people because they increase sales.

Again, the salesperson can answer questions, check inventory, and inform the shopper of current or upcoming sales. Quick access to information is vital for customers who are trying to make a purchase decision.

So now that you understand what experiences customers are looking for, how do you ensure they receive them?

The Best Experience Possible through Live Chat Support

Live chat support is becoming increasingly important for creating positive customer experiences for online shoppers and converting them into paid customers.

Just like shoppers in the “real world”, online shoppers want real help from real people. Live chat support is the best way to provide that help for your Shopify store.

What is live chat support?

Live chat support is exactly what it sounds like. When a customer visits your site, you are able to speak to them directly through a chat software. This is usually accomplished through a small chat widget in the bottom right corner of the page (like the one down there), which the visitor can click on to begin a conversation.

You, the eCommerce store owner/operator, can manage all of your conversations and view all of your site visitors through a centralized dashboard. You also have the ability to initiate the conversation yourself from the same dashboard.

The ability of a live chat support software to help you provide an amazing customer experience is off the charts. Below I list out some of the key benefits live chat support will bring to your Shopify store.

3 Key Benefits of Live Chat Support

If customers can receive the information they’re seeking in a real world shopping experience, they expect the same from their online shopping experience.

This is why providing live chat support for your online retail customers is so valuable. Below are three examples of how live chat support creates a better customer experience.

1. Early Engagement to Guide the Customer Journey

Satisfying customers and enticing them to return time and again to your online store requires serious effort. In today’s competitive online retail environment, it’s important to map out the customer journey and ensure you interact with your customers at every step along the way. The following quote comes from, user experience designer and consultant, Sarah Doody in a recent Shopify blog post.

“The path to conversion is not about clicks but about conversation.”

Doody emphasized conversations, particularly early in the relationship, so you can learn about your customer and know how best to support them going forward.

Customers want information from you before they buy, while they are buying, and after they buy. You can help provide this information by learning about them as well.

A live chat app dashboard can provide you with a history of your conversations with a particular customer. Not only can you track the conversation at multiple stages in the buying process, you can also learn from those interactions and improve the customer journey for future visitors.

2. Prompt Responses to Build Trust

In the examples I provided above (the shoe store and the computer store) customers expected answers to their questions, because they are speaking face-to-face with store representatives.

Imagine how the customers would feel if the customer support person or salesperson ignored their questions or were unable to answer them. Their level of trust in the store would plummet and they would likely stop visiting.

This happens in online retail all the time. How many times have you filled out a form on a sites hard-to-find contacts page, only to have it disappear into the depths of the internet? Did you ever go back and buy something from that site? Not likely.

One of the key benefits of live chat support is that it builds trust with customers and encourages them to return again and again. On top of that, customers are much more likely to refer a friend, if they feel they can trust your eCommerce store.

Now imagine the level of trust you could build if you offered visitors to your site a clear and easy method for contacting you. And if every customer received prompt, accurate answers to all of their questions.

The best way to build trust with customers is to be there for them every time they have a question.

Trust is the first step in building a relationship with online shoppers, and live chat is the best way to get it started.

3. Seamless Personalization for a Better Customer Experience

Research has shown that customers are more likely to make a purchase when their service is personalized to them.

When people visit your site do you know who they are? Can you address them by name? Do you know what they are interested in or what they’ve purchased in the past?

Even the smallest amount of personalisation can ensure that visitors to your site are impressed and feel cared for.

Live chat allows you to greet customers when they arrive on your site. If they’ve made a purchase in the past you can reference it as an icebreaker to discover what they are looking for now.

If you know them by name even better. Who doesn’t love walking into a store or restaurant where the staff recognizes you and greets you by name?

In such a competitive eCommerce world, these are the types of differences that will set you apart from the competition.

The most powerful tool for real time personalisation on your Shopify site is a robust live chat app.

Over to You

Now that Mochi has released their Shopify live chat support app, it’s your chance to give it a try. The benefits of live chat support are overwhelmingly positive and its free to give it a try.

So sign up today for a 30-day free trial.

If you have any questions before getting started, just let us know. You can communicate with us by launching a chat with the widget in the bottom-right corner of this page. Or send us an email at


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