A live chat service is a tool that is valuable to retailers online. For online retailers to retain their presence online, they require robust mechanisms so as to offer customer support to their customers. Live chat services are one of the dynamic that is beneficial to offer this service to customers. Additionally, it helps reduce call center operation costs and advice on post and pre-sales.
Many online retailers have come to value this service as it helps their businesses to provide the same level of services online as it has been rendered on their brick and mortar stores. Also, chat live services helps in the provision of quality customer experience while still maintaining the reputation of the brand.
Benefits of live chat services
- Preferred medium
Live chat services have gradually grown to be the preferred medium of communication. This is because it is more efficient and allows businesses to multi-task while chatting and the ability to receive more information than through other mediums such as calls or emails.
- Sales growth
Live chat service is a potent medium that serves both existing and new customers and helps increase online conversions and generates more sales. Studies that have been done show that live chats have helped reduce inbound call volumes by over 20%. As they improve customer experience, the rate of sales increases too as agents are in a position to resolve issues more quickly as well as provide technical support. This will increase the retailers’ reputation in the minds of their customers.
- Shopping cart abandonment rates are reduced
All online retailers worry about shopping cart abandonment rates. Many reasons can be attributed to this such as complex procedures, incomplete details on product, incomplete information on shipping details, lack of good customer relations and inadequate exchange policies.
Retailers can better target their clients and customers with the use of live chat services so as to complete orders pending online. They will be in a position to offer better support to their customers leading to more conversions online. They will also be able to receive crucial insights to the trends and behaviors of customers through live chat services. Some of these services have features which are advanced and will be useful in providing valuable information and data in regards to markets and how they can be used to improve customer support chat strategy
- Maintenance of brand reputation
It takes time for a brand to build their reputation and companies we considered successful today did not get to that level overnight. Rather it took a lot of effort and time to be successful.
Live chat services will help brand retain their image as it helps them listen to the concerns and fears of their customers who will give value to their brand. This through what they speak about their services and products. When they provide customers with accurate and personalized assistance immediately, they can be assured that their reputation will be maintained.
Business will not have to make an investment in support centers around the world. There is live chat software that has been enabled to allow for team collaboration and communication. They will be able to do video chats, group messaging and sharing files as well as been integrated with other products that help in customer service enhancement.
Most live chat services will suit any business no matter the size. With this kind of software, businesses can hold themselves in high regards with satisfaction levels above 90%. When businesses provide live chats in their business websites, they will develop strong connections with customers overcoming discrepancies in their services online.