According to a Forrester research, the best feature any website can offer is interaction with a real person while making an on line purchase. If there is one rule of thumb in sales than it is about making your customer happy. Just giving them the website functionality they desire and interacting them on the customer service channels where they feel completely comfortable is critical.
Live chat is an intermediate step between the typical call center and the 21st century technologies like social media.
Having live chat on your website is far more convenient than making your customer click to another site before completing a purchase.
Customer service on social channels like Twitter is such that if you need an immediate answer you can’t really do much while you’re waiting.
But the beauty of live chat is that the chat window follows you as you browse through the site, permitting you to multi task. It gives you the assistance you need and continue shopping while the chat agent wait.
Its a sleek, immediate, non-stop way of helping your customers and helping them spend more.
Not only you can be multitasking but live chat also allows your representative to multi task. He too can give service to multiple customers at a time. There are canned messages for some frequent responses, like greetings and replies to frequently asked questions (FAQ). These messages are canned which save a lot of time of the agent as he now does not has to type long answers.
The immediacy of live chat is something to be admired which also brings a smile on the customers face.
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