Today the shoppers are also developing a penchant for ‘live chat’. They too know that if customers don’t interact with real people they might not make a purchase. 77 % of on line shoppers say they would love to make a contact with a real person before making a purchase while more than 50% says a lack of interaction with a live person has made them click away from the site, simply abandoning the shopping cart.
You can say that the success of the sale could be a also because of the guilt as it is hard to say ‘no’ to a real person but more likely its the satisfaction consumers feel when they actually communicate with some one in real time. That’s something even the social media cannot duplicate or boast of.
Even it is seen that more than a half of the customers are more likely to return to the website that offers live chat. The same customers also indicated that they had been satisfied and their last purchase is often a result of the chat session itself.
Live chat is a simple way to keep your customers happy, engaged and coming back. Today in the on line scenario what the managers forget is the power of customer service. But now the tables are starting to turn and brands are realizing that treating your customers well and providing quality service can be a form of marketing. As these customers are the only one who are going to spread a good word about your great customer service.
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