Let shoppers ask a question on the product page: chat, phone or form
Shoppers with an unanswered question rarely buy. A chat, phone number or ask a question form on the product page recovers them.
2 min read
Area
CRO & UX
Severity
Medium
Fix effort
Small
Stores failing
5%
Of 84 stores we scanned where this check applies, 5% fail it and 63% pass. See all benchmarks.
A shopper with an unanswered question rarely buys. A direct way to ask on the product page, such as chat, a phone number or an ask-a-question form, turns doubt into a conversation. This check looks for one.
Why it matters
Questions about size, compatibility, delivery and materials are the commonest reason for hesitation. Answering them in person gives you the sale and the knowledge of what to add to the page for next time.
What the audit looks at
The audit looks on the product page for a chat widget, phone link or contact form for questions.
What usually causes it
- A contact link only in the footer
- A chat widget loaded on the home page but not on product pages
- A form that goes to a general inbox no one watches
- A phone number without hours
How to fix it
Give shoppers a direct way to ask a question on the product page. The effort is small, usually a setting or a paste and under 30 minutes.
- A shopper with an unanswered question leaves rather than emails. Offer at least one of: live chat, a phone number, or an ask-a-question form on the product page.
- Link it near the buy button, and answer within the time you promise.
On Shopify
- Add a contact form section to the product template in Customize, or install a chat app and enable its app embed. Check its script weight in the speed findings.
On WooCommerce
- Add a product enquiry plugin, or a chat plugin, and place its button next to the add to cart button.
How to check it yourself
- On a product page, find how to ask a question within two taps.
- Send a test question and time the reply.
- Check the route works on a phone.
Frequently asked questions
Is live chat necessary?
No. A fast email or a phone number can work, as long as you answer.
What if I cannot staff chat?
An ask-a-question form with an honest reply time is better than a chat that goes unanswered.
Related checks
Check your own store
See whether your store passes this check
Paste your store URL. The audit loads your pages in a real browser and shows the result for this check with the evidence behind it.