While web stores and online retail sites are experiencing an all time high demand with many smaller businesses coming over the web, it is the convenience of shopping and ordering that rules the web retail. On the one hand, the disquiet with online shopping is that, most of the shoppers or the potential shoppers are not in touch with the support who can solve their queries. So what’s the solution that the potential customers don’t click away from the ecommerce platform?
Indeed, easy customer engagement coupled up with fast paced access to products and inventory can make a web store better to drive sales than their offline counterparts. For some time chat bots and live chat software applications are being used by online retail stores to cater to customer queries and offer guidance to the online shoppers in real time.
“The noble ATG Global Consumer Trend study acclaims that 90% of the online shoppers regard live chat in eCommerce site extremely helpful”
Live chat as of now proved to be the most satisfactory feature for any web store compared to the support over phone, email, social media messaging, web forms, etc.
“According to Forrester Research, 44% of online customers prefer live chat in the middle of their purchase”
With live chat in place web stores have least probability for customers leaving the online shop without completing a purchase.
“The Emarketer.com survey says that nearby 63% of the customers will return to website having live chat feature”
The report even says –
“38% of customers made a purchase from a shopping site because of the live chat session”
Naturally for any business, live chat becomes an invaluable tool to deliver customer support and boost sales.
Here are some of the most important ways, live chat can add values to shopping experience and enhance sales.
Lesser Chances Of Human Errors
With live chat software you no longer need to rely on human capacities for communicating and satisfying customers by answering their queries. This makes customer support pretty efficient with minimum scope of human errors and negligence. This on the long run builds your reputation and help boosting sales by answering customer queries in a proactive and convincing manner.
Personalized Advising To Boost Sales
Intelligent software applications can understand customer behavior better when getting feedback from analytics tools. This will allow live chat software and chat bots advising queries of customers with more personalized flair. With personalized advice and recommendations through live chats an online store can create the ideal impetus for buying products for the respective individuals.
In 2008, Wells Fargo tried for one more time to leverage some benefits from live chat to get sales, and felicitously he was not shuttered again with the results. With live chat solution he not only gained high customer satisfaction but even gave a boost to his sales number (a double digit increase)
The fateful aspect to note here is customers have got someone who can promptly clear their perplexing doubts and make a sale. This solution abandons the risk of potential customers leaving the site and guarantees full shopping carts making their way to check outs.
Once the shopper has interacted and engaged with an employee that interprets their needs, the employee has the power to lure the shopper with attractive offers and can recommend additional purchase matching their need.
On-Time Personalized Greetings
What about getting a birthday wish when you arrive on a store on the eve of your birthday? What about getting a congratulatory message for your new baby or marriage from the live chat avatar of a web store? By knowing such personal information about the buyer a live chat software can greet him with on-time personalized message and this invariably results in a stronger bond which again provides necessary impetus for frequent engagement and making purchases.
Identifying And Addressing Pain Points
Live chat is the kind of tool that allows customers also providing quick feedback about the products, shopping experience and any other areas of concern. While doing so, the typical pain points responsible for undermining the shopping experience can easily be revealed and communicated.
Turn your focus to marketers like Markus Allen, who basked his pain points into profit fruits – “With the help of their pain points we can address a solution to all the shoppers through a blog either can generate innovative ideas for our advertising benefit.
The live chat software can explain the causes of these pain points and can promise to take care of that. Moreover, the entire conversation can further be analysed and accordingly the store can workout a plan to address those pain points once and for all. When the users find their concerns addressed, it inevitably ends up as a boost to the sales.
Consequently, we can prove the fact that pain points will lead to sales opportunities with shoppers.
Live chat is the cardinal hallmark for the eCommerce platform that look forward to be on top in this dog eat dog business world. Indeed, live chat is the only solution that purveys companies to communicate with customers and understand their queries – ultimately the best way to pull up the sales growth.
However, despite of reading all these facts if you are yet not convinced about the role of live chat for your business, scrutinize the features and investigation done by xyz company. The curtailment of spending and leisure for the company staff and customers gives live chat not only the heroic symbol but a required feature by the company website that works on serving awe-inspiring customer services.
Tips That Make Your Business Outstanding With Live-Chat
We are now sure how live chat works as a boon for our business opportunities, but if it is used wisely and properly. Some never to miss tips to guarantee that you leverage the most out the live chat software –
Train your team
Be aware of your shopping hours.
Don’t be too robotic.
Consider hiring people with sales experience
Don’t Run Away At Time Of Surges In Chat Volume
Provide Your Customers Helpful Chat Features.
Now It’s Your Turn
So you have live chat on your website? What are your experiences? Help to know us in the comments below. Get a live chat today because it’s not the time to stop and ponder but, time to grow.