There are 94% of the companies which agree that personalization “is critical to current and future success”. This is because it is easy for the customers to find fascinating products on personalized e commerce websites.
Personalization is the key to success and will stay. The benefit of live chat is that it provides personalized suggestions at a higher tailored level as compared to other automated recommendation software. The automated recommendations are generally based on what the customer is browsing or simply what he has purchased before.
But with live chat, the agent can find out exactly what the customer is looking for and even make meaningful and appreciated recommendations based on that.
The more personal and customized a suggestion is , the higher the chance of conversion. Live chat helps the customer to find out what exactly he likes and wants rather than just going for something that most of other people have bought.
There are many benefits of live chat that overlap. For example, getting better suggestions, just do not mean conversions but it also means customer satisfaction and repeat customers as they receive helpful and friendly advice while purchasing products that they want.
The other benefit is cross sell, which increases the average order size which comes from cross-selling. After suggesting any product the savvy agent can also come up with further recommendation to the customer in a non-intrusive manner.
The customers no doubt will appreciate the recommendations and also adore live chat.
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