Getting an immediate response to your concerns is the best and huge confidence booster for the potential customers. According to a Forrester Research study, 44% of the customers said that having a question answered in the middle of an online purchase by a live person is the best feature that a website can offer.
With an efficient live chat program the customer also gets added convenience. With the software having features like visual and sound alerts, the visitor is not required to remain tethered to the chat window while working. They can multitask, as they will get the notification as soon as there is a new reply from the chat agent.
Another awesome feature of live chat are the transcripts that they provide. These chat transcripts are the copy of the conversation that takes place between the visitor and the chat agent. This can be used as a proof, in case any issues arise in the near future or when any discount or coupons have been given by the chat agent on the behalf of the business.
The chat agent can also use the transcripts. Here the customer does not require to repeat themselves and the steps that led them to the chat. With the help of the chat transcripts the agent can easily can get all the details about them before they ever send their question. They also have the complete idea as to which pages the client has visited, for how long they had been on a particular page and whether they are a return visitor or are for the first time at your site.
Equipped with all the knowledge the chat agent seems no less than a super hero for your live chat widget!
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