Today the demand of the market is “quality customer service”. Business who are giving their
customers “quality service” are sure to have an edge over their competitors and even going to go a
long way. Having an on line presence has no doubt enhanced your business prospects, but it has
also lead to more responsibilities and expectations on your part. There is more of hard work which
you are require to do now, not only to delight your customers but also providing them a sense of
fulfillment and satisfaction.
Many ecommerce websites are including live chat on their websites. This live chat 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.
Real time chatting with a customer support 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 Forrester research 44% of on line 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 you login to the website and shall escort you through
the entire shopping expedition. There are two types of customers basically who need help and use
live chat to get it.
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 specific item on the given website.
- Or simply have a desire to compare the products.
Sounding simple but they can have a great impact on the purchase decisions of your potential
customers. In fact it has been stated an proved that more than 38% of on line customers took their
decision just because of the interactions they had with the live chat agents. Live chat agents thus
can lead 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 at your website needs no waiting. Just simply go for it
regardless you are a one man army or a corporate with 10,000 employees.
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