Are you struggling to improve the conversion rate for your online store? Do you have an excessively high abandoned carts rate? Hi, my name is Francisco and I get your frustration! I own a Digital Marketing Agency called Planet Marketing. My company specializes in Google Ads, Facebook Ads and Remarketing. Over the years, I have worked with quite a number of eCommerce businesses. Most struggle to turn the leads that they get into conversions. But it doesn’t have to be that way! Today, I am going to show you why setting up the free Facebook Messenger Live Chat can be a game changer for your online store. This post is divided into the following sections;
Why people are leaving your online store without buying
One of the reasons why people are leaving your online store without buying is because they are not too sure whether or not what you have is what they are looking for. Some may also leave because they do not quite believe you will be able to deliver on your side of the bargain. It’s mostly an issue of trust, or its lack of thereof.
The fortunate thing is that there are a number of things that you can do to boost your brand's credibility. That’s a topic that I have previously covered on this site. You can, as an example, add reviews to your product pages. That’s a good way of ensuring that people trust your business.
Most people leave because of high shipping costs. That’s the major reason for the abandoned cart phenomenon. 55% of shoppers leave when they discover that the product that they are interested in costs a lot more due to shipping costs.
To remove this challenge, you can try to be transparent. Make it clear what the total costs, including shipping, are right from the start. That way, people won’t be surprised when they get to the checkout section on your site. Feel free to check my article on how to recover abandoned carts if you wish to learn more.
What is Facebook Live Chat?
Another way of boosting the conversion rate for your online store is by installing Facebook Live Chat. I have previously written about the best Live Chat plugins for eCommerce.
Facebook Live Chat falls into that category. It's a tool that can be installed on an eCommerce website allowing people to directly get in touch with a brand.
But, in my view, the Facebook Messenger Live chat tool is way better than any of the other live chat tools that you may install on your eCommerce website. Facebook is the world's largest social networking platform. Integrating the platform's chat feature on your site means you have access to this vast pool of potential leads.
Why installing this tool can be a game changer for eCommerce sites
So, why should eCommerce businesses bother installing the Facebook Messenger Live Chat tool on their websites? There can be no doubting that Facebook Messenger Live Chat can be a game changer for online stores. The following are some of the reasons;
It allows you to quickly engage with your customers
In general, having a Live chat tool on your website can boost your conversion rate by up to 45%. It’s clear, therefore, that Live chat plugins are important in eCommerce.
Remember what I said about people leaving because they are not really sure whether or not your business is the real deal? Well, one way of reducing this fear is by engaging your potential customers in conversation while they are still on your site.
Of course, there are some things that you can do to recover lost carts. However, your chances of getting somebody back are small. At least they are smaller than engaging the customer while they are still interested in the products on your site.
The Facebook Live Chat plugin is, therefore, pretty useful. When you install it on your site, it serves the same role as those live chat plugins that we have been talking about. However, Facebook Live Chat is a live chat plugin on steroids. It allows you to engage your prospects right where they spend most of their days; on Facebook.
Your chats are visible on Facebook, Messenger and on your site
The main reason why the free Facebook Messenger Live chat plugin can be a game changer is that it extends the conversation with your prospects from your site to Messenger and Facebook. What do I mean by that?
Well, under normal circumstances, you engage a prospect in a conversation on your site. The moment they leave, they tend to forget all about it. Admittedly, the conversation may be available if they come back to your site using the same computer or mobile device.
The good thing about the Facebook Messenger Live Chat plugin is that it extends the conversation beyond your website. That increases your chances of convincing the potential customer to buy from you. As an example, your chats will be visible on Facebook.
So, if you have left them a message on your site, they will see it the next time they log into their Facebook Account. They will also see your chat when they go to Messenger. So, this is a good way of continuing the conversation.
Facebook Messenger Live Chat can be set up for free
That's another reason why installing the Facebook Messenger Live Chat can be a game changer. The plugin can be installed free of charge! That's good news for those that may not be willing to pay a monthly fee for other live chat tools.
Based on my research, those tools cost starting from around $9 per month. That may not appear to be much, but there is really no reason for paying that amount when there is a better tool out there that's being offered free of charge.
You don’t have to capture a person’s information for follow-ups
That’s another reason why the free Facebook Messenger Live Chat plugin can be a game changer for online stores. Once you have installed one, it pretty much removes the need to spend time capturing the essence of a conversation that you had with a prospect.
That’s because the conversation will always be available for future reference. You don’t even need to capture a person’s information. The information will be available when you pick up the conversation in Messenger, on Facebook or on your site.
It supports multiple message types
Another great thing is that you can make the Messenger Live Chat plugin the hub for all your Messages. That’s great from a point of view of managing various conversations. It’s a lot difficult to try to keep track if you have to hop from one application to the other. The Chat Plugin comes with support for the following formats;
The Chat Plugin can be customized
That’s another great thing about the Free Facebook Messenger Live Chat Plugin. You can customize it to make it more appealing to your customers. There are several important things that you can do on the plugin in terms of customization. You can, as an example, set availability times on the plugin. Other customizations include the following;
- Guest mode
It supports auto responses
But what happens in the event that there is no one on your site to engage a customer in conversation. The good news is that you can set up auto responses. It’s also possible for you to set up a Frequently Asked Questions section. Thus your prospects can have their questions answered even when you are not around.
Be careful however; canned responses can often be as harmful as ignoring a customer's query. Nobody want's to feel they are talking to a computer. Where possible, try to have somebody on call 24/7. Of course, it's going to depend on the size of your business.
People trust Facebook
I have already stated that a lack of trust is one of the reasons why you may be failing to convince people who land on your online store to complete purchases. Thing is, Facebook is a trusted and familiar brand.
The Chat plugin comes with an interface that people are already familiar with. They are, therefore, much more likely to want to sign in to have their questions answered. From there, it's up to you to convince them that you mean business.
Customers can chat with you in guest mode
Facebook is massive. Today, it has over 1.7 billion daily active users. However, fact of the matter is that not everyone has Facebook. And not everyone is willing to log in to chat with you on your site. So, what do you in that case? Does it mean these people cannot talk to you at all?
The good news is that the Facebook Messenger Live Chat plugin has a guest mode. That’s for people who do not have Facebook and for those who are unwilling to sign in. In that mode, the plugin functions more or less like your normal live chat tool.
Facebook Messenger Live Chat is Available on Shopify
Shopify is one of the largest eCommerce software that can be found out there. I have previously featured it in an article on the best eCommerce software for beginners. If your store runs on Shopify, the good news is that there is a Facebook Messenger Live Chat plugin that you can use to connect with your customers. That way, you can boost sales for your eCommerce store.
The plugin can be installed free of charge. However, for more options, you would need to look at signing up for the paid plans. The great thing is that integrating this plugin onto your store is a simple enough matter. You don’t need to know code. And personalization can be done quick and easy to make it more appealing to your prospects. Please note that this particular app is not by Facebook. It’s by Omega.
How to Set up the Free Facebook Messenger Live Chat Plugin
The Facebook Messenger Plugin can really be beneficial for eCommerce businesses.
However, is it easy to install? There are several ways through which you can get this tool on your website.
If you own a WordPress website, simply search for the free The Official Facebook Chat Plugin.
Install that and you should be good to do. You can also manually install the Live Chat Plugin in the following ways;
- Log into Facebook and go to your Page
- Next, go to Page Settings.
- Click on Messaging.
- Now click on Get started in the Add Messenger to your website section.
- On the next page click on Next.
- You can edit your greeting on the next page. Also enable guest chat. Click Next when done.
- On the next page, set up alignment. Most chat plugins are on the bottom right. Click on Next when done.
- Now you will be shown the code that you can add to your site. Copy the code. You can also opt to have detail instructions on how to install it send to your website.
- Add script to footer using a script plugin. On WordPress, you can add the plugin using a Script Inserter plugin. There are many such plugins.
Clearly, setting up the free Facebook Messenger Live Chat plugin is important for online stores. In general, Live Chat tools help improve your conversion rate by giving your potential customers a platform on which to air any issues that they may have about your products. Having their questions answered is a good way of convincing them to buy.
The Facebook Messenger Live Chat plugin is one of the best options in this regard. Its power lies in the fact that you can take chats with your prospects from your website to Facebook and Messenger. So, you don’t have to worry about losing contact when someone leaves your site. Anyway, if you would like to leave a comment, do so in the appropriate section below!