Today the demand of the market is “quality customer service”. Businesses that are giving their customers a “quality service” are sure to have an edge over their competitors and even going to go a long way. And the best way they practice it? Live chat!
Having an online presence has no doubt enhanced business prospects, but it has also lead to more responsibilities and expectations on your part. There is more of hard work that you are required to do now, not only to delight your customers but also providing them a sense of fulfillment and satisfaction.
Many eCommerce websites today, include a live chat support on their websites. This is actually a real-time assistance to the browsers who are wandering or simply going through your websites.
With a real-time assistance, you can make or convert these wanderers into your potential customers. It further builds customers confidence during their shopping experience and also helps to enhance your conversion rates. It offers a great deal of convenience for your customers.
According to a Forester’s research, 44% of online consumers are delighted to have an interaction with the live chat agents and have their queries satisfied in the midway of their shopping excursion. It just prevents them from getting pissed and frustrated and leaving your website thus giving a benefit of doubt to your competitors.
Live chat agents are there from the moment someone logs into the website. A visitor is guided throughout the entire shopping expedition thereafter.
There are two types of customers that land up on your website:
First are the potential buyers who are more common and have simple queries like
- They are eager to know more about product specification.
- They need help in finding a specific item on the given website.
- Or simply have a desire to compare the products.
As a matter of fact, they can have a great impact on the purchase decisions of your potential customers. In fact, it has been stated and proved that more than 38% of online customers took their decision just because of the interactions they had with the live chat agents. Live chat agents thus, can drive more sales.
The second type of interaction is between the live chat agent and the current customers only.
The common reasons for them interacting with the live chat agent are the following.
- They want to inquire about the status of their order.
- Want to know about “Return Policies”
- Or simply have a desire to compare the products.
With live chat agents, you also have the perk of getting instant feedback too.
So guys incorporating live chat icon on your website needs no waiting. Just simply go for it regardless of how big your company is!