Live chat is referred to as real time conversation between two users via computer. Once a chat
has been initiated, either user can type text by typing on the keyboard and that text shall appear on
the monitor of the other guy. In this way a chat session is established where you can get your
queries resolved by the live chat representatives.
The real time feature of this tool simply delights the customer and makes his shopping experience
far better. Unlike email support, it provides more immediate responses with the added preferences
of sharing documentation to illuminate on a point or clarify instructions. If additional assistance is
needed in clarifying the customers doubt, another support agent could take over the reins, without
confusing the customer with multiple voices.
According to an On line Chat survey conducted by Lauren Freedman of the e Talling Group ,
showed how well chat has been implemented for eCommerce sites.
The good new is that according to the survey, technology works. But there are still some hard
- Live chat was not located to sell for most of the eCommerce sites. 88% of the
organizations had chat on customer service page while only 42% serviced chat on product
- Proactive chat was not offered generally. Only 15% of companies offered it.
- Attempts to offer alternative and better products were very uncommon.
So just giving a thought on the above traits you can decide whether your live chat has been
successfully implemented or not.
Want to go for an effective live chat? Contact us