It’s incredibly frustrating to realize something has been broken in your website, and you’ve been marketing for days or weeks. However, the challenge is that it takes time for problems to surface if you don’t have an easy way to identify them. And it’s not easy to locate any problems.

But if you use live chat and make it easy for visitors to talk to you, they will flag issues to you much sooner than you would typically find them—broken issues on your site, malfunctioning Klaviyo flows, etc. Visitors will tell you about all of these quickly if you make it easy for them to chat with you.

At HelpFlow, we provide 24/7 live chat teams to over 100 e-commerce stores. In addition to chatting with visitors, we make it a point to systematically surface insights from chat conversations to clients to improve their business and fix problems.

In today’s post, we’ll share examples of issues you can identify quickly and easily with live chat if you’re using it.


Broken Klaviyo Flows


Let’s say you have a consultant configure a welcome flow that gives a discount to new customers, but you want it configured not to have existing customers get the same discount. That might be a viable strategy, but if you don’t correctly exclude existing customers, it can cause a lot of confusion.

  • Existing customers that happen to be on your list may opt-in for the welcome discount, not knowing that they are already on your list.
  • They will sit there and get confused by not receiving the discount code, which will affect conversions.

If you use live chat, you’ll find out about this quickly because many of these visitors will chat with you in the first few minutes of not receiving their code. Without live chat, this issue could fester for days or weeks and cause much negativity with customers that are already on your list.

By getting chats about this, you can fix the issue quickly. The same concept applies to more complex flows.



Obscure Payment Issues

If your entire payment system goes down, you’ll realize it quickly when sales grind to a halt. But if a payment method starts failing for a select group of users, such as safari browser users only, then you won’t realize it until you’ve lost enough money to notice. Even then, it might take you a few days of testing to realize which group of users are affected. 

Again, if you have live chat on your site and make it easy for people to ask questions, you will quickly see which users have payment issues. You will get a lot of chats about payment issues, and with the right chat software, you can see which browser or location all of these visitors are coming from.

By having live chat, you can rapidly plug holes in your payment systems.


Promotion Issues

Have you ever launched a big promotion with a lot of fanfare, only to realize after a few days that something broke for many users? Missing that window of opportunity is incredibly frustrating after much work gearing up for a big promotion.

You can use live chat to see this issue quickly also. If you want to get really technical, you could configure the chat software to only appear to the promo email or advertising recipients. That way, you get notified of issues incredibly quickly before it affects everybody else that comes to the site for the promotion.

The Takeaway

Live chat is incredibly effective at driving conversions and saving abandons. But a side benefit to having live chat constantly online is that you can leverage your customer base to notify you of issues that affect your business.

If you’re not currently using live chat to its full potential to save abandons, drive conversions, and surface insights you can use to improve your business, contact us to set up a strategy call today. We provide 24/7 live chat teams over 100 stores and can guarantee profitability.

Even if we don’t work together, you’ll get a ton of insights from the strategy call process since we have worked for so many stores.

Jon Tucker


Jon Tucker is CEO of HelpFlow, a provider of 24/7 live chat and customer service teams for 100+ eCommerce stores. Launched in 2015, their team of agents has produced nearly $100M in chat revenue for a wide range of stores using a conversion-focused approach to live chat.


Your Store Needs a 24/7 Live Chat Team


HelpFlow can drive sales by having our team of human agents available on live chat 24/7 to predict and save abandons before they happen, proactively reach out and engage with visitors via SMS and email after they abandon, and by answering visitor questions live on your website to convert visitors.