How to Turn Common Webchat Inquiries into Sales with Text-to-Pay
Retailers know the drill: someone hops on your website’s chat with a few questions, seems interested… then disappears into the internet void.
It can become a frustrating pattern. You spend time answering questions, but the conversation fizzles out before it ever turns into a sale.
And you’re not alone, the average ecommerce conversion rate hovers around just 3%. This is not taking into account the layers of complexity each industry can have
But what if your team could turn those common webchat questions into real revenue without being too pushy or salesy, of course?
Text-to-Pay is the not-so-secret weapon that can turn an "I’ll think about it" into "I just paid for it." Because once they are a payment link away from their purchase, they will be more likely to make the move and actually stop their research and buy what they were inquiring about.
Let’s break down the most common webchat inquiries and show you how to turn them into sales.
Why Webchat + Text-to-Pay Works So Well
Most retailers don’t have the staff to sit behind a screen and manage live chat shifts. And customers don’t want to wait around in a chat window either.
With webchat-to-text, a conversation can start on your website and then continues seamlessly on the customer’s phone, this way both sides can respond when it’s convenient.
Instead of losing that lead when they click away, you’ve now got an open line of communication via text. From there, sending a secure checkout link takes just a few seconds, turning casual browsing into a sale.
What’s more, asynchronous messaging (meaning conversations that don’t have to happen in real time) allows your team to reclaim 15-30% of their time that would otherwise be spent on live chat duty, how’s that for efficiency?.
5 Common Webchat Inquiries You Can Turn into Sales
#1 Is this item in stock?
💬 Customer: “Is the blue one in stock in medium?”
✅ Your team: “Yes! We’ve got two left in that size. Want me to send you a quick checkout link so you can grab it before it’s gone?”
Why it works:
You're creating urgency and reducing friction.
With Ikeono, you can instantly send a secure checkout link via SMS while the customer is still engaged. This link is only available for 24 hours and gives them a direct path to purchase as they are wondering whether or not they will buy from you.
You can even tell them that the link will expire in 24 hours to create an even bigger sense of urgency. In our example, we are creating a sense of urgency by mentioning the inventory count, it’s also important to not over do it.
#2 Do you offer payment plans?
💬 Customer: “Do you guys do Klarna or Afterpay?”
✅ Your team: “We do! I can send you a checkout link where you can split payments, it takes just a sec to set up.”
Why it works:
Consumers love flexibility. By combining payment plans with text-to-pay, you’re giving them a frictionless way to act immediately.
Pro tip: Make sure you have a message template saved with general information around Buy Now, Pay Later options.
#3 Can you help me pick the right one?
💬 Customer: “I’m not sure which one is best for me, can you help?”
✅ Your team: “Of course! Based on what you told me, I’d recommend these two options. I can text you a link for the one that’s the best fit so you can check out easily.”
Why it works:
This type of question is pure gold, it shows the customer is interested but just needs a nudge.
The thing with this question that will push the customer over the edge from considering to buying will be by providing a personalized experience in your response.
In fact, 71% of consumers expect personalized interactions, and 76% get frustrated when they don’t get them. Helping them choose is the ultimate personalized interaction, and pairing it with a checkout link is the winning combination.
#4 What’s the return policy?
💬 Customer: “If it doesn’t fit, can I return it?”
✅ Your team: “Absolutely, we offer easy 14-day returns. Want me to send you a link to check out now and lock in the size before it sells out?”
Why it works:
Returns are not objections, they’re actually buying signals. A customer asking about returns is already picturing owning the item. Pair your answer with a payment link to gently move them from thinking to buying.
#5 I’ll think about it and get back to you.
💬 Customer: “Thanks, I’m just browsing right now. I’ll think about it.”
✅ Your team: “No problem! I’ll text you the link in case you want to check out later. Let me know if you have questions, I’m here to help.”
Why it works:
This is one of the biggest drop-off points in retail. Globally, the average cart abandonment rate is nearly 70%. That means most shoppers who say they’ll “think about it” never actually return to finish the purchase.
By sending a checkout link before the conversation ends, you remove that friction. The customer doesn’t have to find your site again, re-add the product, or rethink the decision, the purchase path is waiting on their phone, one easy link away.
Pro tip: Add a gentle nudge like, “This link is valid for the next 24 hours” or “We’ve only got a few left in stock.” That creates subtle urgency without feeling pushy and helps recover sales that would otherwise vanish.
Pro Tips for Retailers to Maximize Conversions
Answering customer questions is just the start. To truly turn webchat into revenue, retailers should set up smart practices that make the buying process seamless. Here are a few ways to level up:
Save message templates for common FAQs
Don’t let staff reinvent the wheel every time. With Ikeono, you can store ready-to-go responses for top questions like BNPL options, return policies, or warranty info. Quick replies keep conversations flowing and reduce mistakes.
Use urgency responsibly
Phrases like “only two left” or “link expires in 24 hours” work, but only when they’re true. Overusing urgency can hurt trust. Keep it authentic to build long-term loyalty.
Spot buying signals, not objections
When a shopper asks about returns or financing, that’s often a sign they’re ready to buy. Train staff to treat these as closing opportunities, not roadblocks.
Final Thoughts: Don’t Let Good Chats Go Cold
Every webchat is an opportunity. But the difference between a casual inquiry and a closed sale often comes down to how easy you make it to buy.
With webchat and text-to-pay, you're not just answering questions, you're guiding purchases.
Make it stand out
✅ Instant, secure checkout
✅ Seamless integration with your POS
✅ No pressure, just convenience
If your retail team is spending time on webchat, make sure those conversations count.
Turn questions into conversions with smart, personalized follow-ups via text.