You really do not require to be a marketing expert to know what role does quality customer service plays in business. It is the customers only who spread the word about you and help you in growing your customer base.
Many companies have started incorporating live chat at their website to give real time assistance and provide answers rather than expecting the customers to leave their websites. Chatting in real time helps to foster customer’s confidence while shopping online and also to hike your conversion rates.
As per American online consumers, 68% engage in live chat and among them 63% prefer making a return at the website with live chat to make more purchases.
Even according to Forrester research, “ 44 % of online consumers say that having questions answered by a live agent while in the middle of an online purchase is one of the most important features a website can offer.”
There are two types of customers who require help and get with live chat. The first are the potential buyers andthey are most likely to avail help in the common situations like:
- Eager to know about product specifications
- Are having trouble in finding specific item on a given website
- Simply want to compare products
The other are the current or existing customers. They engage with live chat and the most common reasons are
- Want to know about the status of the order
- Interested to know about return policies
- Want to report bugs or give feedback.
There are many other perks also which you can enjoy by indulging live chat at your website.
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