Avoiding the Pitfalls of Live Chat for e-Commerce, Derric Haynie

On this episode of Conversation: CX, Derric Haynie, Chief Ecommerce Technologist at Ecommerce Tech shares his tips on leveraging live chat to increase your eCommerce performance:
- Beyond the chat bubble; answering a chat live and in real-time is a must-do
- The most important part of live chat is in sales, helping the customer throughout their purchasing journey
- Positivity in conversations with human respondents increases conversion rate
- Measuring a conversational strategy, and understanding how and where to spend resources on human live chat is key
- Focusing on AI is crucial for the future.

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