Just like in a real shop, you have more probability to convert a prospect into a customer if you approach them and offer help, online is no more different. Live chat is there to bridge the gap between the real life shop and on line shopping and ensures that a customer feels valued and that they have confidence in your business.
Getting engaged in real time makes your customer feel loved and appreciated and the trust built will only give long lasting relationships and brand champs.
Live chat provides instant responses for your customer queries and hence just engaging with he customers at major drop off points, you can resist the customer from abandoning the shopping journey. Hence with live chat you can provide time relevant help.Now you can stop your customer from bouncing off your pages by offering them live help and being confident that you avail the sale the first time round.
The online shoppers prefer live chat over other traditional customer support channels. It is because it does not involves a channel shift and neither disturb the customer experience to the extent as in phone and even does not involves delays as with emails.
Just giving the customers, what they want, will make them happy and loyal customers generating repeat business.
Live chat also gives you the benefit to multichat. It improves the first line support resolution. With pre-chat surveys the customers can straight approach to the right team and the agents can also take multiple chats which reduces the customer wait service times.
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