Live chat for eCommerce

Boost conversions with conversational commerce

Our live chat for eCommerce and digital retail programme increases conversions by breaking down barriers to purchase with a human touch. We’ve moved beyond transactional exchanges to memorable ones, we use the power of conversation to increase conversion from your existing traffic.

Some of the aspirational brands we work with

The funnel is broken

You’re putting time and effort pumping traffic to your site but on average converting just 2% of those visitors into a customer. What happened to the other 98%?

Potential customers are browsing your site, right now. But they’re just not getting in touch. Our live chat for eCommerce programme revolves around how we can identify and speak to those users who are interested in purchasing but aren’t ready to make a move themselves.

Through creating conversations that matter, prospects we talk to are 5 times more likely to buy, with a 20% higher average order value.

How we can help

Basket abandonment

Every day thousands of baskets are abandoned, and thousands of would-be customers leave disappointed.

We can change that by identifying the behaviours of genuinely interested visitors and engaging them before they give up. By opening a conversation, we can remove the barriers to purchase and turn leavers into buyers.

Customer insight

We’re an ROI-focused sales and marketing extension of your in-house team. We specialise in customer engagement, conversion, and delight.

AI-enabled customer insights, AI-powered data refreshes, award-winning onshore live chat agents, and customer-centric methodology means your marketing goes further with The Chat Shop.

Extending your team

We’re award-winning ecommerce converters with the strategy and people to reach out to prospective customers and make sure you provide an outstanding customer experience from day one.

Knowing your business is vital, of course. That’s why we become an extension of your team; your Account Manager will lead you through our thorough knowledge transfer process.

We develop a tailored live chat strategy and build an exhaustive knowledge base with hundreds of data points.

Our UK and US-based live chat agents complete over 100 hours of paid training, specific to your business, brand identity, and conversion goals.

Chat now


Not only did [The Chat Shop] take the time to understand the nuances of our products (a complex task), but to be on brand was a concern when we were considering using a partner. A big component of their success was the extremely high level of customer service from their team, meetings with us, analytics, feedback, etc. They will be a continued and long-standing partners of ours.

Daniel Kamen, E-Commerce Director at Flos USA

Read more about The Chat Shop + Flos USA here

Live chat for ecommerce programme


A strategic live chat for ecommerce programme focused on getting you more conversions, whilst building an outstanding digital support experience. From site reviews, to traffic profiling and engagement approaches.


Setting up chat is one part, making an external team fit seamlessly with yours is another. Custom knowledge base built for your business and procedures, optimised for chat with over 200 points of information.

Live chat outsourcing

US and UK-based sales through service chat team with over 100 hours of paid training in ecommerce conversions. Our live chat experts are the kind of people you’d hire, but they’re committed to one thing: excellence in chat.


Data is our friend so each week we check in. Our optimisation programme means we see what’s working and what’s not, so we grow and improve with you.


Average boost in conversions

In revenue generated from conversions and sales delivered by our team

Customer satisfaction rating – the highest in the industry