Add the best communication tool to your BigCommerce store. Get insight into your customers’ carts, review their orders, recommend complementary products, and manage everything on a single screen. Simplify your business contact methods, boost sales, and get to know your customers without effort.
Achieve this with our step-by-step video tutorial:
Does your store include complex pages, like billing forms? Do you want your helping hand to always reach lost customers? Place a visible contact button on their way.
Preview your customers’ carts in real time, see what pages they’re browsing, and review their order history during chat. Offer complimentary products with beautiful visual recommendations based on your store’s inventory.
Integrate LiveChat with popular messaging apps like Facebook Messenger or Instagram for Business. Support customers and sell far beyond your store.
Engage customers automatically with pre-set pop ups triggered by shoppers’ specific actions on your website.
Install the chat widget on your BigCommerce store
Display the chat widget on your websites.
Gain access to advanced ecommerce tools.
1
Navigate to the BigCommerce Apps section. Select BigCommerce.com/apps.
2
Search for the LiveChat app.
3
Select LiveChat + Customer Insight.
4
Select Get this app.
5
Select Log in.
6
Log in using your BigCommerce credentials.
7
Choose your BigCommerce account and the associated store.
8
Select Install.
9
Allow LiveChat to connect with your BigCommerce account. Select Confirm.
10
Select Connect LiveChat.
11
If you already have a LiveChat account, select Log in at the top-right corner of the page, and log in with your LiveChat credentials. Otherwise, fill in your email address and password to start a free 14 days trial.
12
Select your store from the drop down at the top of the page. Toggle on the chat widget.
If you’d like to customize your chat widget differently for multiple storefronts, you can use the LiveChat groups feature to achieve that. Learn how to set LiveChat on multiple websites.
If you’d like to customize your chat widget differently for multiple storefronts, you can use the LiveChat groups feature to achieve that. Learn how to set LiveChat on multiple websites.
And that’s it! The chat widget will appear in your store right away. Log in to your LiveChat app and engage with your customers!
Place custom contact buttons right where your customers may require assistance.
If you feel like your customer is likely to get lost at any stage of placing their order, enter your BigCommerce Page Builder and place the LiveChat Contact Button there. Make sure they always know that help is one click away.
The widget works as a visible, strategically placed, fixed button that pops up the chat window.
To insert the widget:
1
Enter the BigCommerce Page Builder.
2
Select the page you want to add the widget on.
3
Drag and drop the LiveChat Contact Button where you want to place it.
4
Save and publish.
That’s it! Now whenever your customer gets stuck, they’ll see the handy contact button that will pop up your support chat window for them right away!
Customer Insight
Preview your customers’ carts in real time.
Review your customer’s order history and statuses during chat.
Send visual product recommendations.
Learn the context behind your customers’ purchases.
Answer faster, offer a high-quality service.
Customer’s cart
Say a customer starts a chat on a product page. They’ve browsed your store for a while and already have a few items in their cart. Thanks to the customer Insight, you can immediately see the contents and the total value of that customer’s cart.
You can quickly determine if the customer is, for example, a VIP, what type of products they are interested in, and what other complementary products you could recommend.
You will find the cart information in the Details column on the right-hand side of the chat feed. Select Cart content to display the list of items.
Orders
Your customer came to you with a complaint that their package hadn’t arrived yet. They shared the order number and demanded immediate answers. Without switching your browser tab, you immediately saw what the issue was. A few seconds later, the customer received an explanation and, amused by the speed of your response, rated the chat as good.
Achieve the same results thanks to the Orders tab located on the Details column.
1
Access all store orders by selecting All orders.
2
Find a particular order by entering the order number in the search bar.
3
Once there, you can check the order history, review the notes the customer added to their order, and share tracking information right on the chat.
4
If you need to edit the order, select Edit, and you’ll be redirected to orders section in BigCommerce where you can make all the necessary changes.
Product Cards
Thanks to the Orders and Customer’s cart features, you already know what your customer bought in the past and what secrets their cart holds at the moment.
Now is the time to put that information to work and offer promo bundles and complimentary items to win their hearts. Attract them with visually pleasing and interactive Product Cards.
Product Cards are interactive product recommendations consisting of an image, a description, and a button that’s linked to a specific product page in your BigCommerce store. They are automatically imported from your store along with out-of-stock statuses and price labels.
If you installed Customer Insight on more than one store, you’ll be able to pick from a drop-down menu which store’s Product Cards you wish to send in a chat.
If you installed Customer Insight on more than one store, you’ll be able to pick from a drop-down menu which store’s Product Cards you wish to send in a chat.
Here’s how to send Product Cards on chat:
1
In ongoing chat, select the Product Cards tab in the middle of the details column on the right.
2
Type the product name in the search bar to narrow down results. You can also choose a category, and switch between list and grid view.
3
Select the products you want to send (you can select up to 10 at once). If you want to unselect a product, click on it again.
4
Select Send to share Product Cards.
5
And that’s it. Product Cards you’ve sent are displayed both on the customer side and on your side, in the Chats section. If you share multiple Product Cards, they’ll appear in the chat widget as a carousel of clickable images.
Integrate and automate
Cover all your brand channels with one platform. Make your agents’ jobs easier.
Engage customers automatically and effortlessly with plug-and-play automated campaigns.
If you followed all of the previous topics, your BigCommerce communication setup should now be complete. It’s time to optimize.
Start by integrating your brand’s social media channels:
Finish your setup with creating an automated engagement machine with campaigns. Create pop-up invitations about your products, promo codes, or newsletters. Surprise your audience with seamless communication that drives new leads.
