Resources for Small Business

Website Interaction tools to Engage and Sell to Window Shoppers

What’s the first thing that happens when you walk in to a physical store? The salesman asks you if you need any assistance. He/she helps you go through the wide range of products so that your shopping experience gets better. But, how do you entice and engage the random browser on your online store. Well, just like everything else, this task has been made very easy, with a lot of features and tools you can put to you use. So go ahead and find ways to convert those window shoppers to long lasting customers.

  1. Integrate Live Chat Feature

When a visitor comes to your website, he/she may be looking for something specific. Now, if they are lost, how do you go about helping them? Do you know that online chat acts pretty much like a store attendant in a physical store? From improving customer interaction and customer satisfaction, to helping the visitor find his/her way around the online store, and building a rapport with your visitors – the live chat will help you sail through all of this. So, to charm all your visitors into loyal patrons of your brand, install the live chat on your store now.

live chatZopim is one such live chat application which easily embeds on your online store and allows you to have real-time conversations with your visitors.

  1. Show Targeted Pop-ups

A person browsing through a brick and mortar store, can be nudged to buy by a discount offered by a salesperson. But how do you get the attention of your customer on your online store? Why not show them a pop-up? The beauty of pop-ups compared to a static message is that you can play around with the timing and the type of the pop-up. Let us look at a few options of pop-ups you can show.

Time based Pop-ups: Say a customer is browsing your store for around 5 minutes and has not made an attempt to purchase. Showing him a time based discount pop-up such as get 20% off on all purchases before midnight might just be the nudge. If you feel that a pop-up shown during browsing can be intrusive, then you can show him an exit browser pop-up. So once the customer clicks the exit button, he will see a targeted pop-up from you about a discount, sale or latest collection.

Targeted Pop-Up

Feedback based Pop-ups: Pop-up can be a feedback form taking their inputs and email IDs. Try to make the form as short and easy as possible. Don’t pester them and don’t try to oversell. Give them their space and reply to their queries while dropping in some suggestions time to time. Try not to repeat the same suggestion. You can use this form not only for feedback, but also for lead generation, as you can use their email IDs to send them some good marketing emails.

By using certain tools like WebEngage, you can set up timed pop-ups and feedback forms.

wise pops

  1. Dynamic messages on your page

Sometimes you release a new collection or have a very special product and you just want your customers to know about it. With a pop-up, they will see it as a flash message, but you want it to remain there! Why not have a stationary, non-intrusive banner on top of your website? With this you can direct your visitors to certain pages on your website or promote your most important content. Instead of a popup, you can add a simple sing-up form and use it to capture leads and build your email signups without obstructing your customer’s browsing. Another advantage such a stationary banner is wishing people for festive occasions and showing them sales and discounts for the same.

HelloBar is one of the best tools for this purpose. You can just integrate it to your website, change the content and turn it on or off as required.

Lil blu Van Hello bar

  1. Customer Reviews and Ratings

It is common knowledge that a customer is getting more and more aware. Before he decides to invest on something, he does through research and comparison. Now imagine that a customer comes to your website which for instance sells exercise gear. He really like a pair of track pants and has almost made up his mind to purchase it. When he looks that the product had 4/5 star ratings and has some god customer reviews, he may just purchase the item! Also, he will get a chance to review the item himself.  These reviews will not only benefit your customers, but will also give you chance to hear directly from people and understand how your products are faring.

customer reviews and ratings

Certain tools such as Yotpo, will let your customer review and rate products and share the same on multiple social networks, just adding to the virality of the most celebrated products on your store.

  1. Analyze your customer traffic

One of the biggest problems of an online store is analysis of customer traffic. For a physicals store, more than 75% of the time you know that your customers are coming from a region near your store. You can arrange your fashion accordingly. For instance if you sell clothes, you will sell more winter outfits if you are located on the north and more summer wear in hotter climates. But with an online store how do you find out where most of your traffic is coming from. Well, now you can. Certain tools like Lexity, can give you a map of the number of visitors on your website day to day, where this traffic is coming from, how many people are buying your products and how many are just browsing. It is essential for online business owners to monitor these patterns and customize your website accordingly. This will help you channelize your marketing efforts to cater to your target customers.


  1. Website Interface and Environment

When a customer enters a shop and he sees that the store is over filled with a lot of products, the lighting is not appropriate and the response time of all sales people is very slow as the store is very crowded, would he be interested in hanging around the store for long? Probably not. The same scenario can be replicated in an online store. If you are showing too many products at once, product pictures are not up to the mark, or your website response is too slow, then your customer will leave your website. Make sure that you make your user experience as simple and pleasing as possible. To ensure this some tips may be helpful.

–  Have clarity in product categories and placement.

–  Make sure you have a fully functional search bar and alternative sorting.

–  Your product pictures and descriptions should be accurate and attractive.

–  Do not clutter your webpage with too many products.

– You can add background music if it does not affect your website’s download speed.

With an inviting and easy to use store, you will see the number of visitors converting to customers slowly and steadily increase. Whenever you add a feature or use a tool, make sure to analyze the results and run A/B testing. This will help you optimize and keep improving your store.

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Sam, is a part of the marketing team at Zepo. With a degree in biology, switching to Ecommerce writing was a good change from dissecting bugs in a laboratory. She enjoys dancing, travelling, good food and meeting new people.

  • Mary Thornton

    Samskrita, thanks for the article! We at decided to add a live chat feature to our website about half a year ago and tested a few apps before making our decision. We liked the design of Zopim and Chatra the most, and they made it to the final round 🙂 We’ve chosen Chatra cause it has cleaner interface with the same functionality and our agents are happy with it. My point is – Chatra is the best solution for small teams and Zopim is better for big companies.

    • Thanks for your valuable feedback Mary. I’m sure our users will find this information very helpful.