Live chat has become a turning point in a customer’s shopping ride and while making purchase decisions. It really gratifies the customer to such an extent that just having a live chat icon at your website boosts the confidence of the customer. He is happy that just like in a real store front, here at the website also there is some one “live” to help him out, in a fix.
The live chat agent are also equipped with various tools and softwares to deliver their best to the engaged clients. They are equipped with each customer’s browsing history, shortcuts/ macros, co browsing features and many other tools. This means that the live chat representative has a complete idea of the client, at which page he is, what is his objective, what he is looking for, where had he previously visited, for how much time had he been on a particular page, simply everything. The customer is also delighted, as the agent is having the complete history even before he shoots the question. This saves his precious time as well the frustration of repeating the entire steps of what led him to the chat window.
According to ATG Global Consumer Trend Study, 90% of customers consider live chat helpful as compared to the experience with phone and email support. Customers simply hate to hear the monotonous phone prompts of “ for support press1, for talking to our customer executive press 2…..and” followed by a long queue and hold music. Even with emails you have to wait for days to receive your answers. But with live chat every response is instant.
You can have your queries resolves at the very moment. Agents and the client can share their names, account numbers, tracking numbers via chat and the probability of mistakes is also minimized.
A study titled Making Proactive Chat Work by Forrester Research discovered that “44 % of on line consumers say that having questions answered by a live person while in the middle of an on line purchase is one of the most important feature a Web site can offer.”
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