Live chat provides real time convenience for customers. According to Forrester research there are 44% of on line consumers who say having a question answered by a live chat agent in the middle of an on line purchase is something which really delights them. It is also the best feature any website can offer.
Basically there are two types of customers who need help and use live chat. The first are the potential customers or buyers and they are the most common one.
The common situations in which these potential on line customers use live chat are the following.
- Want to know more about product specifications
- They are having difficulty in finding a particular product on the website.
- They are simply interested in comparing the products.
All the three scenarios hugely influence the purchase decisions. In fact in a study it has been revealed that 38% of on line customers took their purchase decision after the interaction with the live chat agent. It was the live chat representatives who motivated and influenced them to make purchase. Do remember that live chat agents play an important role and if properly trained can easily generate more sales.
The second criteria of customers who indulge in live chat are your current customers. The important and prevailing reasons they use live chat are
- Want to inquire about the status of their order
- Want information about the return policies
- Simply want to report bugs or suggest improvements in your service.
With live chat you also have the option of providing instant feedback or notifications when there is a wide scale customer facing problem.
Live chat is all there to support your customers and your business too.
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