As in a real brick and mortar shop, you have more opportunity to convert a prospect to a customer since you can approach to them, talk to them and offer help. Online is no different. Live chat is there to bridge the gap between the two experiences and make sure that the customer feels valued and builds trust in the business.
By interacting with the customers in real time, each visitor feels special, taken care off and in clear words, valued which will give you long lasting relationships and brand champions.
The online customers prefer live chat as the customer service channel over other traditional customer support that the business use as the default standards. Live chat does not involve a channel shift or rattle the customer’s experience to the same intensity as phone and even doesn’t involve the delays as with emails.
Landing the customers with the experience they want, will give you happy customers. Happy customers are going to augment your loyal customers list and will also give you repeat business.
Live chat also does not let your customer bounce off your pages as the visitors can now be offered live help. They will get all their concerns answered and that also right at the moment, that is in real time!
Live chat engages you customer at key drop off points and so you can stop the customer abandoning the shopping expedition with time relevant help. This shall also help you to secure the sale in first attempt only!
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