Live chat comes with bundle of joy both for the customer and the brand. For, business the live chat provides a direct communication there itself on the website and is available for the customer on demand. Yes, live chat provides on-demand support for the customers.
This is a great tool for the customers who have a lot of queries about how to relate with your product or simply where to find things on their site.
The business also can interact with the visitor by having proactive chat. Here instead of waiting for the customer to click the chat button when he is in a fix, the chat representatives on their behalf communicate with the visitor to ask if they need help. This is proactive chat.
Instead of waiting for the customer to get frustrated and then ask for help, it is a better idea to offer him help. This prevents the customers from having negative experience with your business, in facts proactive chat lands them with a delightful experience.
With proactive chat, the chat agents can also introduce other products and services which matches the requirement and the taste of the client and he may not be simply aware of it.
The chat agents, as they have the power to spy on the visitor, or in other words, they are aware of the visitors history as to which pages he had been browsing or for how much time he has been on the particular page or what simply made him arrive at your page.
With these powerful insights he can easily guide the customer through his shopping expedition and help him in making the right selection.
Live chat is the best in fact the exceptional customer service tool.
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