Is your online store equipped to respond instantly when a potential customer has a question or hesitation?
In E-commerce, every second counts; a delayed response can cost a sale, while instant support can boost conversions and loyalty.
LiveChat4Dynamics offers seamless live chat integration with Dynamics 365, helping you respond instantly, capture leads, and drive conversions. With Dynamics 365 omnichannel live chat, you can unify customer interactions, personalize support, and accelerate sales.
Let’s see how it can transform your online store’s customer service and sales performance.
Why E-commerce Needs Real-Time CRM-Integrated Chat
Imagine a customer, Sarah, is browsing your online store, looking at a pair of luxury sneakers. She’s unsure about the size chart and return policy. Instead of searching your FAQ or sending an email, she clicks on your chat widget and starts typing:
“Hi, do you offer free returns on sale items?”
Now imagine your sales rep sees this directly inside Dynamics 365 CRM and instantly replies:
“Yes, all sale items come with a 14-day free return window!”
Sarah places the order. Boom — you just turned a random inquiry into a paying customer. That’s the power of LiveChat4Dynamics.
What Makes LiveChat4Dynamics a Game-Changer for E-commerce?
Let’s break it down.
1. Real-Time Support, Right From Your CRM
No more juggling multiple platforms.
Respond instantly inside Dynamics 365.
Your support or sales team can chat with customers without ever leaving CRM. This means faster response times and fully informed conversations, backed by customer history, orders, preferences, and more.
2. Seamless Chat Handoff Between Teams
Busy agent? No problem. Reassign the chat instantly.
With LiveChat4Dynamics, any team member can transfer chats without disrupting the conversation. If a technical question comes in, a product expert can pick it up. The visitor (and their issue) never get lost in the shuffle.
3. Increase Conversions with Proactive Engagement
Capture high-intent shoppers before they bounce.
LiveChat4Dynamics lets you engage visitors the moment they show interest — whether it’s adding an item to their cart or spending more than 2 minutes on a product page. Convert hesitation into action in real-time.
4. Smart Lead Capture and Record Creation
Create CRM records right from the chat window.
Whether it’s a new lead, support case, or follow-up task, agents can instantly convert chat conversations into CRM records. No copy-pasting. No extra steps.
Quick Use Case:
An agent chats with a new visitor, asking about bulk orders → Clicks “Create Lead” → The conversation is logged → Sales pipeline updated.
5. Track Conversation History Like a Pro
Never lose context; every chat is stored.
Every chat session is saved and linked to the customer’s CRM profile. If a visitor returns in 12 hours, your team can pick up right where they left off.
Start your next chat with:
“Hi Alex, I see you asked about overnight shipping yesterday. Would you like to proceed with the Express option today?”
6. Schedules & Holidays: Always-On Messaging
Even when your team is offline, you can still deliver a consistent customer experience with automated messages during off-hours and holidays.
- Work Schedules: Send predefined messages when a chat is initiated outside business hours.
Example:
“Thanks for reaching out! Our team is offline right now. We’ll respond between 9:30 AM – 3:30 PM.”
- Holiday Settings: Customize messages for specific holidays like Christmas or national breaks.
Example:
“We’re closed on December 25 for Christmas. We’ll be back online December 26. Happy Holidays!”
7. Theme Customization: Stay On-Brand
Tailor the chat widget to match your store’s branding and tone, customize fonts, colors, welcome messages, and even agent profiles. Deliver a seamless brand experience from homepage to checkout.
8. Questionnaires
Pre-Chat Questionnaires: Qualify Leads Instantly
Let you collect key info like name, email, and query type before a chat begins, enabling faster, personalized support. All details are auto-saved in Dynamics 365 CRM.
Example:
John fills out a quick form about his earbud order before starting a chat. The agent sees his info instantly and responds with full context.
Post-Chat Questionnaires: Measure Customer Satisfaction
After the chat ends, trigger a custom feedback form asking the customer to:
- Rate their experience
- Leave a comment
- Share suggestions
All feedback is saved in CRM for reporting and service improvement.
Example:
Once John ends his chat, he’s prompted with:
“Please rate your support experience today.”
He gives a 5-star review and a thank-you note — and now you have actionable insight in CRM.
Results E-commerce Brands Can Expect
| Benefit | Result |
| Faster Response Times | Higher customer satisfaction & retention |
| Immediate Assistance | Increased cart conversions |
| CRM Integration | Personalized interactions & stronger relationships |
| Record Automation | Better lead tracking & sales pipeline visibility |
To Wrap Up: The Future of E-commerce is Conversational
Your online store may look sleek, your products may be great, but without real-time conversations, you’re missing the human element.
LiveChat4Dynamics doesn’t just add live chat. It brings the full power of Dynamics 365 CRM into the customer conversation, creating a smoother journey from click to checkout.
So, E-commerce leaders, are you ready to chat your way to better conversions?
- Embed LiveChat4Dynamics widget on your product page.
- Watch your CRM light up with live visitor conversations.
- Track conversions.
Try LiveChat4Dynamics with a 15-day free trial from our website or Microsoft AppSource.
Need a live demo? Contact us at crm@inogic.com.
The post Why E-commerce Brands trust Dynamics 365 Omnichannel Live Chat for Better Service! appeared first on CRM Software Blog | Dynamics 365.
