Here are some of the things live chat software for eCommerce should be able to do, depending on the size and type of your store: Include extensive analytics to provide you with a better understanding of your customers’ data. Proactively initiate a dialogue at various stages of the sales process. Include pre-chat forms for data collection and lead creation and post-chat surveys to gather feedback from customers. Upsell a product by creating triggers. For a faster response, use canned responses and the sneak peek feature. Agents and customers can submit screenshots, catalogues, and offers via sharing files. To add context to discussions, use tags. This aids analytics by allowing for tag-based filtering. Connect with customers if they’re encountering issues to reduce cart abandonment. For a more personalised service, look over the chat transcripts. Use chat elements like a popup chat window, chat buttons, and eye-catchers to make your chat more interesting. Combining these capabilities with a comprehensive ticketing system and offline messaging gives you a good customer service package. You can link these chat software with eCommerce systems like Shopify or WooCommerce for a more seamless operation.