Reducing Cart Abandonment with Live Chat

Top Abandonment Reasons:

1. Unexpected costs (shipping, taxes) - 48%

2. Required account creation - 24%

3. Complex checkout process - 17%

4. Couldn't calculate total cost - 16%

5. Didn't trust site with payment - 15%

6. Delivery was too slow - 12%

7. Product questions unanswered - 10%

Cart Page Triggers:

- After 30 seconds on cart page: "Need help completing your order?"

- High cart value: "Questions about your order? We're here to help!"

Checkout Triggers:

- Shipping page hesitation: "Questions about shipping options?"

- Payment page: "Having trouble? Our team can help."

Exit Intent:

- Mouse moves toward close/back: "Wait! Questions before you go?"

Timing Tips:

- Don't trigger immediately (feels pushy)

- 30-60 seconds is sweet spot

- Don't repeat trigger if declined

When They Ask About Shipping:

"Great question! We offer [options]. For your cart, [specific shipping] would arrive by [date]. Want me to help complete your order?"

When Price Seems High:

"I see you have a nice selection! Did you know we're offering [discount/free shipping] right now? Shall I apply it?"

When They're Comparing:

"Choosing between [products]? Happy to help compare. What's most important to you - [feature options]?"

When They're Just Browsing:

"No pressure! Would you like me to save your cart so you can come back later?"

Conversion Rate:

% of chat interactions leading to purchase

Revenue Influenced:

Total revenue from orders where chat occurred

Recovery Rate:

% of abandoning visitors who complete after chat

Average Order Value:

Compare AOV with and without chat interaction