Why Sales-Focused Live Chat is Key for Holiday 2025 | Endear Blog [Endear ![Endear](/_next/static/media/mark.b74acef6.svg) ![Endear](/_next/static/media/logo.87ffb3b8.svg) ](/) Open menu Platform [Integrations](/integrations)[Case Studies](/our-customers)[Pricing](/pricing) Resources [This Just In: The Fall Drop](/the-fall-drop-2025) [Sign In](https://app.endearhq.com)Book a Demo All Categories * [Latest Articles](/blog) * [Clienteling](/blog/categories/clienteling) * [Endear Updates](/blog/categories/endear-updates) * [Retail AI](/blog/categories/retail_ai) * [Retail CRM](/blog/categories/retail_crm) * [Retail Strategy](/blog/categories/retail_strategy) * [Success Stories](/blog/categories/success_stories) [](/blog/search) Search... Why Live Chat is the Secret Weapon for Holiday Sales in 2025 ============================================================ Discover why sales-focused live chat is the secret to converting holiday browsers into buyers. ---------------------------------------------------------------------------------------------- ![Win with Live Chat During BFCM](/_next/image?url=https%3A%2F%2Fimages.prismic.io%2Fendear%2FaOk73Z5xUNkB11W2_livechatforbfcm-1-.png%3Fauto%3Dformat%2Ccompress&w=1280&q=75) Written by Philip Marshall, Marketing Associate @ Endear [](mailto:?subject=Why%20Sales-Focused%20Live%20Chat%20is%20Key%20for%20Holiday%202025&body=Discover%20why%20sales-focused%20live%20chat%20is%20the%20secret%20to%20converting%20holiday%20browsers%20into%20buyers%E2%80%94and%20how%20to%20staff%20it%20without%20overhauling%20your%20team.%20https%3A%2F%2Fendearhq.com) SHARE THIS ARTICLE Learn from the best - subscribe to our clienteling newsletter now. ================================================================== The holidays are your biggest sales opportunity of the year. But there's a problem: while in-store shoppers convert at around 30%, your online shoppers convert at just 1-2%. Online shoppers face unique challenges: * They can't touch or try on your products * They can't ask questions in real-time * They have dozens of alternatives one click away * They're juggling gift lists, comparing prices, and racing shipping deadlines When a holiday shopper lands on your site with a question, you have seconds to help them before they bounce to a competitor. Most retailers respond with chatbots or support teams that are trained to solve customer problems, not make sales. **But here's what actually works:** sales-focused live chat staffed by real people who can close sales, not just answer questions. Why Sales-Focused Live Chat is Key for Holiday 2025 --------------------------------------------------- ### 1\. It Captures Shoppers in the Moment of Decision During the holidays, timing is everything. When someone reaches out via chat, they're actively considering a purchase. They need quick answers about sizing and fit, gift recommendations, shipping deadline clarity, product comparisons, and confidence that they're making the right choice. Traditional support chat is reactive. It's focused on solving problems after a purchase is made. Sales-focused chat is proactive. Your team sees what shoppers are browsing, asks the right questions, and guides them to checkout — just like they would on your sales floor. The difference? One approach treats chat as a cost center. The other treats it as a revenue driver. ### 2\. It Turns Buying Signals Into Actual Sales Here's the thing: during the holidays, most live chat inquiries aren't technical problems. They're buying signals disguised as questions. "Will this dress work for a holiday party?" "I'm not sure about the sizing." "Can this arrive by December 23rd?" These aren't support questions, they're sales opportunities that require sales expertise. **Picture this:** A customer is browsing your website, unsure about sizing. A sales-savvy team member jumps in via chat, offers personalized advice based on the customer's past purchases, suggests complementary accessories, and guides them through checkout with a reminder about your current promotion. That uncertain browser just became a confident buyer — and probably spent more than they originally planned. Support agents are trained to solve problems and close tickets. Salespeople are trained to build relationships, understand needs, and close deals. During holidays, when every conversation is a potential sale, that expertise makes all the difference. ### 3\. It Delivers the Brand Knowledge Shoppers Crave Generic chat responses kill conversions. Holiday shoppers need someone who actually knows your brand, and they can tell the difference immediately. What "knowing your brand" really means: * Understanding your products, fits, and styles * Speaking confidently about what's in stock * Knowing shipping timelines and cutoffs * Being familiar with current promotions * Recognizing your brand voice and values You can't outsource this expertise to people who don't know your products. Whether your chat is staffed by store associates during downtime or a dedicated digital team, they need to know your stuff inside and out. This is why sales-focused chat works. The people on the other end aren't reading from scripts or searching through databases. They're having real conversations, offering the same personalized service they'd give someone walking into your store. And customers can feel the difference. ### Discover how UNTUCKit used Endear's SalesChat to boost conversion rates by 28% [Read Case Study](/blog/untuckit-case-study) ### 4\. It Actually Converts (And the Numbers Prove It) This isn't theory. Real brands are seeing real results. [UNTUCKit's](https://endearhq.com/blog/untuckit-case-study) results with sales-focused live chat: * **32% chat conversion rate** * **84%** of chat-attributed sales happened online * **16%** of chat-attributed sales happened in-store later The takeaway? Sales-focused chat doesn't just drive immediate online purchases. It influences the entire customer journey, including store visits that happen days later. As Meher Chopra, UNTUCKit's Omni Live Chat Manager, puts it: "SalesChat continues to prove that live chat is far more than just a customer support tool. It's a powerful selling channel that seamlessly connects our online and in-store experiences." ### 5\. It Doesn't Require Overhauling Your Team The best part? You don't need a massive team or complex infrastructure to make this work. Some brands have store associates jump on chat during slower shifts. Others build a dedicated digital selling team. What matters is that whoever's on chat knows your products inside and out and understands how to sell, not just answer questions. And when a true support issue comes up? Your sales team can easily transfer those requests to your customer service platform and stay focused on what they do best: closing sales. Platforms like [Endear's SalesChat](https://endearhq.com/saleschat) make these handoffs seamless, so your team isn't bogged down troubleshooting order issues when they could be helping browsers become buyers. The right tools also provide full customer visibility — like past purchases, browsing behavior, communication history — so your team can personalize every interaction without juggling multiple systems or guessing about context. Make Live Chat Your Secret Weapon --------------------------------- The holidays are your biggest opportunity. Every online browser is a potential buyer, but only if you can engage them fast, personally, and with genuine sales expertise. Sales-focused live chat gives you that capability. It bridges the gap between your 30% in-store conversion rate and your 2% online conversion rate. It turns uncertain browsers into confident buyers. This holiday season, your live chat doesn't have to be just a support channel. It can be a revenue driver. It can be the difference between "we had a good season" and "we crushed it." ### Looking for a live chat that drives sales, not just support tickets? Check out Endear's SalesChat, a tool that's built for connecting with online customers the way you would on the sales floor. [Explore SalesChat](/saleschat) Latest posts in Retail Strategy =============================== 1. [The Secret to Winning Gen Z Holiday Shoppers: Gift Cards](/blog/winning-gen-z-with-holiday-gift-cards) 2. [5 Gen Z Shopping Trends Retailers Should Know for the 2025 Holiday Season](/blog/gen-z-holiday-shopping-trends) 3. [Winning the Retail Holiday Season Part Three: The VP of Stores](/blog/winning-the-retail-holiday-season-vp-of-stores) 4. [The 2-2-2 Strategy: Turn BFCM Shoppers into Year-Round Customers](/blog/the-2-2-2-holiday-strategy) 5. [Winning the Retail Holiday Season Part Two: The Head of Retail Operations](/blog/winning-the-retail-holiday-season-head-of-operations) [#bfcm](/blog/tags/BFCM) Written by Philip Marshall, Marketing Associate @ Endear [](mailto:?subject=Why%20Sales-Focused%20Live%20Chat%20is%20Key%20for%20Holiday%202025&body=Discover%20why%20sales-focused%20live%20chat%20is%20the%20secret%20to%20converting%20holiday%20browsers%20into%20buyers%E2%80%94and%20how%20to%20staff%20it%20without%20overhauling%20your%20team.%20https%3A%2F%2Fendearhq.com) SHARE THIS ARTICLE Learn from the best - subscribe to our clienteling newsletter now. ================================================================== Latest posts in Retail Strategy =============================== 1. [The Secret to Winning Gen Z Holiday Shoppers: Gift Cards](/blog/winning-gen-z-with-holiday-gift-cards) 2. [5 Gen Z Shopping Trends Retailers Should Know for the 2025 Holiday Season](/blog/gen-z-holiday-shopping-trends) 3. [Winning the Retail Holiday Season Part Three: The VP of Stores](/blog/winning-the-retail-holiday-season-vp-of-stores) 4. [The 2-2-2 Strategy: Turn BFCM Shoppers into Year-Round Customers](/blog/the-2-2-2-holiday-strategy) 5. 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