Today, a large percentage of the urban population shops online, and with the vast variety of options available to shoppers, an online business cannot afford any slip-ups, or the customer will simply go to the competition.
Customer service is key to making shoppers feel at ease and creating a helpful shopping environment. It involves using various tools such phone support and email, and emerging communication channels such as live chat.
Importance of Live Chat for eCommerce Online Businesses
• Convenience for Customers:
Shopping online is a convenient experience, but if a customer has a query, he or she would prefer to have it resolved in the shortest time possible. Most customers do not wish to wait for an email response or to be put on hold on a call. Thus, live chat comes as the perfect alternative, promising to instantly solve any concerns. It also allows the customer to multi-task, while waiting, if at all.
• Low Cost:
Phone expenses can be considerably reduced by incorporating the live chat feature. This is because it helps in lowering average interaction costs, that in turn reduce call centre costs. The live chat feature also boosts efficiency by allowing your sales representatives to handle multiple chat windows at a time, eliminating the need for hiring more people.
• Sales Booster:
Picture this: a customer walks into an exclusive store, and is given a dedicated assistant to take him or her through the range of products available, along with each and every detail about them. The customer can converse with the assistant and get queries answered then and there, which will increase the likelihood of making a purchase. The same situation happens when a customer types into the live chat box, asking for help or assistance; it is an opportunity to answer all queries and offer guidance about the product or service instantly. A well-informed customer is a happy customer, who will be able to make a purchase without any hesitation.
• Better Customer Relations:
Conversations are always a better alternative to learn about and retain your customers. The more satisfied your customers are, the larger will be the share of wallet that your business gains, and the more they will refer you to their friends and family. Through the live chat feature, you can foster these long-term relationships by showing that your company truly values your customer’s inputs and happiness.
• Transcripts for Study:
Live chat transcripts are a useful way to study and analyze consumer behaviour, and get insights into their likes and dislikes. They help you to remember what products to suggest to a customer, based on their previous purchases. They will also enable you to understand what is lacking in your business, identify trends in customer pain points, customer opinions and whether your staff requires any further training.
• Edge over Competition:
Customers who have experienced live chat before, expect to see it on other websites too.