Live chat for ecommerce and online shops
A shopper with an unanswered question rarely emails. Help them on the product page, and handle "where is my order?" without the back and forth.
Where online shops lose people
Online shoppers cannot pick up the product or ask an assistant. Small doubts go unanswered.
- Questions about sizes, ingredients or delivery dates stop people at the final moment.
- "Where is my order?" takes up your day, even though the answer is simple.
- Damaged item complaints arrive in several places, with no photo and no order number.
- Peak periods bring more questions than a small team can comfortably answer.
How Orbis Chat helps an online shop
Keep the conversation on your site, close to the product it is about.
See what they are looking at
The live visitor list shows the current page, so you know which product a question is about.
Triggers on key pages
Offer help on delivery or checkout pages after a set time on the page. See how proactive chat works.
Shortcuts for common answers
Keep delivery times, returns and care advice one forward slash away.
File sharing
Customers can send a photo of a damaged item directly in the chat.
AI bot and help centre
Let the bot and your knowledge base deal with common questions when you are busy or closed.
Worked example: a question on a product page
A shopper is looking at a candle on a fictional shop, but wants to check something first.
They ask from the product page
"Is the Fig & Cedar candle vegan?" appears in the inbox, along with the page they are on.
An agent replies straight away
They use a shortcut about ingredients and adjust it to mention the candle by name.
The shopper carries on
They get their answer without leaving the page, and the chat stays open if they think of something else.
The shop learns from it
The agent tags the chat "product-question". If it keeps coming up, it goes on the product page.
This is an illustration of how the features fit together, not a real customer story.
Frequently asked questions
Does it work with my shop platform?
If your platform lets you add a script to your pages, you can paste in the one-line snippet. There are no one-click installers.
Can it look up orders automatically?
Not out of the box. Agents check orders in your own system. Developers can build connections using the JavaScript API, REST API and signed webhooks.
Can customers pay in the chat?
No. Orbis Chat does not take payments in chat, so customers pay through your own checkout as usual.
