---
title: Improve Customer Experience with Live Chat
description: Implementing a live chat into your ecommerce store can help take the customer experience to the next level during the busiest time of year.
image: https://blog.miva.com/hubfs/Imported_Blog_Media/1711-ChatLive-Headerimage-2-1.jpg
---

- [![Miva, Inc logo.](https://www.miva.com/images/logos/miva-type-white.svg)](https://www.miva.com)
- ![White X close button](https://www.miva.com/images/svg/icons/icon-x-white.svg)

- Why Choose Miva
  
    - Solutions
    - [Why Miva Simplify Complexity](https://www.miva.com/why-miva)
    - [Platform Overview A Complete Ecommerce Solution](https://www.miva.com/platform-overview)
    - [Miva Connect Real-time Native Connections](https://www.miva.com/miva-connect)
    - [Vexture AI-powered Product Discovery](https://www.miva.com/vexture)
    - [PageBuilder No-code Page Creation](https://www.miva.com/pagebuilder)
    - [MivaPay Flexible Native Payment Solution](https://www.miva.com/mivapay)
    - Business Type
    - [B2B Robust Business Tools Built-In](https://www.miva.com/b2b-ecommerce)
    - [B2C Designed for Agility](https://www.miva.com/b2c-ecommerce-platform)
    - [Hybrid B2B + B2C, All Managed Together](https://www.miva.com/b2b-dtc-ecommerce-platform)
- [Enterprise](https://www.miva.com/enterprise-ecommerce-platform)
- Resources
  
    - Community
    - [Customer Stories Case Studies and Featured Stores Built With Miva](https://www.miva.com/customer-stories)
    - [Technology Partners An Ecosystem Built for Flexibility](https://www.miva.com/partners)
    - [Agency Partners Helping You Build and Grow](https://www.miva.com/miva-agency-partners)
    - Resources
    - [Resource Center Browse Our Extensive Library](https://www.miva.com/ecommerce-strategy-resource-guides)
    - [Blog Explore Miva Insights on Ecommerce](https://blog.miva.com/)
    - [Documentation Answers for All Your Miva Questions](https://docs.miva.com/)
- [Get Pricing](https://www.miva.com/schedule-demo-admin)

[![Miva, Inc logo.](https://www.miva.com/images/logos/miva-type-white.svg)](https://www.miva.com)

- Why Choose Miva
  
    - Solutions
    - [Why Miva Simplify Complexity](https://www.miva.com/why-miva)
    - [Platform Overview A Complete Ecommerce Solution](https://www.miva.com/platform-overview)
    - [Miva Connect Real-time Native Connections](https://www.miva.com/miva-connect)
    - [Vexture AI-powered Product Discovery](https://www.miva.com/vexture)
    - [PageBuilder No-code Page Creation](https://www.miva.com/pagebuilder)
    - [MivaPay Flexible Native Payment Solution](https://www.miva.com/mivapay)
    - Business Type
    - [B2B Robust Business Tools Built-In](https://www.miva.com/b2b-ecommerce)
    - [B2C Designed for Agility](https://www.miva.com/b2c-ecommerce-platform)
    - [Hybrid B2B + B2C, All Managed Together](https://www.miva.com/b2b-dtc-ecommerce-platform)
  [![](https://www.miva.com/images/webp/apex-stat.webp)](https://www.miva.com/case-studies/apex-tools)
  
  Your Partner for Growth
  
  See how Apex Tool drove a 57% revenue lift with Miva's Vexture® solution.
- [Enterprise](https://www.miva.com/enterprise-ecommerce-platform)
- Resources
  
    - Community
    - [Customer Stories Case Studies and Featured Stores Built With Miva](https://www.miva.com/customer-stories)
    - [Technology Partners An Ecosystem Built for Flexibility](https://www.miva.com/partners)
    - [Agency Partners Helping You Build and Grow](https://www.miva.com/miva-agency-partners)
    - Resources
    - [Resource Center Browse Our Extensive Library](https://www.miva.com/ecommerce-strategy-resource-guides)
    - [Blog Explore Miva Insights on Ecommerce](https://blog.miva.com/)
    - [Documentation Answers for All Your Miva Questions](https://docs.miva.com/)

- [Get Pricing](https://www.miva.com/schedule-demo-admin)
- ![White, three-lined, menu icon.](https://www.miva.com/images/svg/icons/icon-menu.svg)

# Improve Customer Experience with Live Chat

By Miva | November 15, 2017

- [Ecommerce Marketing](https://blog.miva.com/tag/ecommerce-marketing)

![Illustration of web chat speech bubbles](https://blog.miva.com/hubfs/Imported_Blog_Media/1711-ChatLive-Headerimage-2-1.jpg)

### Before You Read On...

See why top ecommerce brands use Miva’s no-code platform to run   
multiple stores, manage massive catalogs, and grow their revenue.

[Book a Demo of Miva](https://www.miva.com/schedule-demo-admin)

With product availability options steadily increasing for consumers, great customer service can be the defining piece of your business that differentiates your brand from the competition this holiday shopping season. Implementing a live chat into your ecommerce store can help take the customer experience to the next level during the busiest time of year. A live chat is a form of customer service wherein visitors can communicate instantly with a trained customer service representative, usually in the form of a text-based pop-up window that can be accessed on demand.

A live chat service gives ecommerce stores the opportunity to reach potential customers that are on the fence during their shopping experience. Before live chat functionality was introduced, online stores only had been able to engage with potential customers before or after they completed a purchase using more traditional marketing efforts like social media, and eNewsletters.

Live chat can offer a business a variety of benefits, despite having some disadvantages like decreased page load time and the cost of dedicating valuable resources. With the right ecommerce platform and a strong implementation, live chat functionality can be an essential tool for improving the customer experience.

Keep reading to find out how adding a live chat to your ecommerce store can [improve the overall user experience](https://blog.miva.com/5-creative-ways-to-boost-ecommerce-customer-satisfaction) and fuel growth.

[![live chat on mobile display](https://blog.miva.com/hs-fs/hubfs/Imported_Blog_Media/1711-ChatLive-example2-2-1.png?width=4261&height=2610&name=1711-ChatLive-example2-2-1.png)](https://blog.miva.com/hubfs/Imported_Blog_Media/1711-ChatLive-example2-2-1.png)

## Convenience

With live chat, customers don’t have to navigate away from your website to send an email to customer service or pick up a phone to make a call to an 800 number. Instead, they can type a question and receive real-time answers to product questions. This can be a key customer service resource during the busy holiday shopping season.

## Customer Satisfaction

According to a [Zendesk report](https://www.zendesk.com/company/press/zendesk-benchmark-live-chat-drives-highest-customer-satisfaction/), 92% of customers feel satisfied when they use the live chat feature. Customers that complete a purchase with a positive experience are probably more likely to leave a positive review about the product and business. The growing influence of customer and social review sites is yet another reason to provide the best shopping experience possible.

## Increased Conversions

Customers can [abandon shopping carts](https://blog.miva.com/improve-conversion-abandoned-carts-solutions/) for a variety of reasons. Live chats can help to minimize the amount of customers who exit your site because of uncertainty about products because they allow customers to get instant answers.

## Customer Relationship

Giving potential customers the ability to chat one-on-one with your staff can help develop a relationship between your brand and customer. Live chatting also helps to personify and humanize your brand. Relationships are vital to brand loyalty.

[![Live chat on tablet display](https://blog.miva.com/hs-fs/hubfs/Imported_Blog_Media/1711-ChatLive-example1-2-1.png?width=4261&height=2610&name=1711-ChatLive-example1-2-1.png)](https://blog.miva.com/hubfs/Imported_Blog_Media/1711-ChatLive-example1-2-1.png)

Los Angeles-based [Adventuretown Toy Emporium](https://www.adventuretowntoys.com/) recently went on a quest to improve the overall customer experience of their new online store by implementing the LiveChat module. Now, shoppers can ask questions and receive real-time answers from Annamarie von Firley, Adventuretown Owner, regarding product specifics. Customers can also utilize the LiveChat feature to get assistance with finding the perfect toy. Business owners don’t always have the time to field every customer question, but with an easy-to-install and use live chat module, support staff can be easily trained to connect customers with the information they need to generate more conversations.

### **Choosing the best live chat for your business.**

- Determine your budget. Live chat services have a monthly fee. Do some research to find which cost is best suited for your business.
- Decide whether you want your employees to run the chat service or a third party company.
- If you’re using a third party business tool like Salesforce or Mailchimp, your live chat software should be compatible.
- Mobile is a must. Make sure the live chat functionality works across all mobile devices.
- Look for a live chat that offers a variety of advanced features like chat rating, reporting and analytics. These reports can provide your business with valuable information designed to help you improve your customer experience.

[![Tired of customers leaving after one purchase?](https://no-cache.hubspot.com/cta/default/5193374/16bc906a-0ae8-41d4-a9d1-e9f6e40613ff.png)](https://cta-redirect.hubspot.com/cta/redirect/5193374/16bc906a-0ae8-41d4-a9d1-e9f6e40613ff)

![](https://blog.miva.com/hubfs/Imported_Blog_Media/missing-image-May-21-2021-02-29-47-94-PM-Jun-10-2021-08-20-10-04-PM.png)

 

### About The Author

#### Katy Ellquist

Katy Ellquist, Miva’s Digital Marketing Strategist, is an accomplished writer, marketer, and social media analyst who has created sophisticated content campaigns for a broad range of professional clients. She brings to Miva a complex understanding of ecommerce trends and techniques, building upon extensive digital agency experience and a prior role as direct liaison to Miva’s top accounts. Katy is a regular contributor to the Miva blog, covering essential ecommerce topics like design & development strategy, site optimization, and omnichannel selling, with the goal of increasing the actionable knowledgebase of the entire Miva community.

Love it? Share it!

-  
-  
-  
-  

[Back to top](https://blog.miva.com/improve-customer-experience-live-chat#postAnchor)

### Want to read this blog offline?

No worries, download the PDF version now and enjoy your reading later...

Download PDF

![Image of Miva.](https://blog.miva.com/hubfs/Miva%2010/Miva%2010%20Email%20images/miva-logo-square.png) Miva

Miva offers a flexible and adaptable ecommerce platform that evolves with businesses and allows them to drive sales, maximize average order value, cut overhead costs, and increase revenue. Miva has been helping businesses realize their ecommerce potential for over 20 years and empowering retail, wholesale, and direct-to-consumer sellers across all industries to transform their business through ecommerce.

[Visit Website](https://www.miva.com/)

![White Miva, Inc logo.](https://www.miva.com/images/logos/miva-type-white.svg)

Powering the Next Era of Intelligent, Connected Commerce.

[Get Pricing](https://www.miva.com/schedule-demo-admin)

- [![White Facebook logo.](https://www.miva.com/images/svg/icons/icon-white-facebook.svg)](https://www.miva.com/social/facebook)
- [![White X logo.](https://www.miva.com/images/svg/icons/icon-white-x.svg)](https://www.miva.com/social/x)
- [![White LinkedIn logo.](https://www.miva.com/images/svg/icons/icon-white-linkedin.svg)](https://www.miva.com/social/linkedin)
- [![White Instagram logo.](https://www.miva.com/images/svg/icons/icon-white-instagram.svg)](https://www.miva.com/social/instagram)

![Badge displaying that Miva was named Best Ecommerce Platform in 2020 by Vendors In Partnership.](https://www.miva.com/images/badges/best-ecomm-platform-2020.webp)

- Solutions
- [Why Miva](https://www.miva.com/why-miva)
- [Platform Overview](https://www.miva.com/platform-overview)
- [Miva Connect](https://www.miva.com/miva-connect)
- [Vexture](https://www.miva.com/vexture)
- [PageBuilder](https://www.miva.com/pagebuilder)
- [MivaPay](https://www.miva.com/mivapay)
- [MultiStorefront](https://www.miva.com/miva-multistorefront)

- Business Type
- [B2B](https://www.miva.com/b2b-ecommerce)
- [B2C](https://www.miva.com/b2c-ecommerce-platform)
- [Hybrid](https://www.miva.com/b2b-dtc-ecommerce-platform)

- Community
- [Customer Stories](https://www.miva.com/customer-stories)
- [Technology Partners](https://www.miva.com/partners)
- [Agency Partners](https://www.miva.com/miva-agency-partners)
- [Forums](https://www.miva.com/forums/)

- Resources
- [Resource Center](https://www.miva.com/ecommerce-strategy-resource-guides)
- [Blog](https://blog.miva.com/)
- [Documentation](https://docs.miva.com/)
- [App Store](https://apps.miva.com/)
- [Miva Releases](https://www.miva.com/product-releases)

- Compare Miva
- [With Shopify](https://www.miva.com/miva-vs-shopify-plus)
- [With BigCommerce](https://www.miva.com/miva-vs-bigcommerce)
- [With Adobe Commerce (Magento)](https://www.miva.com/miva-vs-adobe-commerce-magento)
- [With Salesforce Commerce](https://www.miva.com/miva-vs-salesforce-commerce)

- Company
- [About](https://www.miva.com/company)
- [Leadership](https://www.miva.com/company/leadership)
- [Diversity & Inclusion](https://www.miva.com/company/diversity-inclusion)
- [Careers](https://www.miva.com/company/careers)
- [Press Center](https://www.miva.com/press/)

Copyright © 1997 – 2026 Miva®, Miva Merchant®, MivaPay®, Camp Miva®, Miva Connect®, Vexture®, Miva, Inc. All Rights Reserved. Terms & Policies

- [Privacy Policy](https://www.miva.com/privacy)
- [Cookie Policy](https://www.miva.com/cookie-policy)
- [Job Applicants Privacy](https://www.miva.com/miva-applicant-privacy-notice)
- [Intellectual Property](https://www.miva.com/intellectualproperty)
- [Terms of Service](https://www.miva.com/pdf/SaaS_TOS.pdf)
- [Non-Compliance Policy](https://www.miva.com/miva-software-updates)

```json
{
  "@context" : "https://schema.org",
  "@id" : "https://blog.miva.com/improve-customer-experience-live-chat#webpage",
  "@type" : "WebPage",
  "description" : "Implementing a live chat into your ecommerce store can help take the customer experience to the next level during the busiest time of year.",
  "inLanguage" : "en-US",
  "isPartOf" : {
    "@id" : "https://blog.miva.com/#website"
  },
  "name" : "Improve Customer Experience with Live Chat",
  "url" : "https://blog.miva.com/improve-customer-experience-live-chat"
}
```

```json
{
  "@context" : "https://schema.org",
  "@type" : "BreadcrumbList",
  "itemListElement" : [ {
    "@type" : "ListItem",
    "item" : "https://www.miva.com/",
    "name" : "Home",
    "position" : 1
  }, {
    "@type" : "ListItem",
    "item" : "https://blog.miva.com/",
    "name" : "Blog",
    "position" : 2
  }, {
    "@type" : "ListItem",
    "item" : "https://blog.miva.com/improve-customer-experience-live-chat",
    "name" : "Improve Customer Experience with Live Chat",
    "position" : 3
  } ]
}
```

```json
{
  "@context" : "https://schema.org",
  "@type" : "BlogPosting",
  "author" : {
    "@type" : "Person",
    "name" : "Miva",
    "url" : "https://blog.miva.com/author/miva"
  },
  "dateModified" : "1627514238232",
  "datePublished" : "2017-11-15 00:00:00",
  "description" : "Implementing a live chat into your ecommerce store can help take the customer experience to the next level during the busiest time of year.",
  "headline" : "Improve Customer Experience with Live Chat",
  "image" : {
    "@type" : "ImageObject",
    "height" : 630,
    "url" : "https://go.miva.com/hubfs/Imported_Blog_Media/1711-ChatLive-Headerimage-2-1.jpg",
    "width" : 1200
  },
  "mainEntityOfPage" : {
    "@id" : "https://blog.miva.com/improve-customer-experience-live-chat#webpage",
    "@type" : "WebPage"
  },
  "publisher" : {
    "@type" : "Organization",
    "logo" : {
      "@type" : "ImageObject",
      "height" : 60,
      "url" : "https://www.miva.com/images/new-images/mivainc-logo.png",
      "width" : 300
    },
    "name" : "Miva",
    "url" : "https://www.miva.com/"
  },
  "url" : "https://blog.miva.com/improve-customer-experience-live-chat"
}
```