How does the Rivly live chat with shoppers work?

Sellers have told us that they would like the opportunity to have more direct communication with shoppers, and many that would like to help shoppers in guiding their purchase decisions while they're still active in the app and ready to buy. For this reason, we created a "Live Chat" feature.

Shoppers will have the ability to contact you using our live chat widget on your product detail page, your dedicated seller page, or for order support.

On your Live Chat page or using our seller mobile app, you’ll be able to manage all your communication with shoppers on Rivly.

Sellers who choose to can respond to their customers in real-time and capitalize on their momentary intent to purchase. However, we also realize that sellers are not available 24/7 and there are times when they may be more available to field shopper questions.

For this reason, you can set store hours so that customers have an appropriate expectation of response time (faster during store hours and slower outside of store hours), and then choose to respond either in your Rivly seller portal or using our seller mobile app for a text messaging-like experience.

We track response times both in store hours and outside of store hours as part of your total customer service score. Faster response times and more store hours throughout the week will be rewarded. However, we understand not all sellers can have very fast response times which is fine, but we do request that all customer questions are answered within 24 hours.