In the 21st century, convenience is what people
seek, and many of them tend to turn to online shopping websites instead of
brick and mortar stores, as it saves their time, fuel and a lot of effort. When
customers turn to online shopping websites, they usually weigh their options
and single out a good deal. Making sure that you give customers a good
experience is important when it comes to standing out and emerging as a distinctive
and more efficient business than your competitor companies. Introducing Live Chat Service on your online shopping website has several advantages and is now
becoming a necessity if you want to increase your sales and enhance the
experience of customers who are shopping online.
24/7 Real Time Communication
Real time contact with customers is bound to make them feel
valued. Responding to them via Live Chat within seconds is a factor which helps
improve their shopping experience. Customers shopping online expect companies
to offer them round the clock customer support. Integrating live chat support accounts
for better and more thorough customer care. This will lead to an increase in
the level of customer satisfaction and happy customers, who are loyal to your
company and keep coming back for more purchases.
Instantly Responding to Customer Queries and Concerns
What customers want when they turn to a CSR with a query is
an immediate response and a solution to their problem. Not being able to
immediately provide it to them is problematic. It would lead to the customer
feeling undervalued and not heard. This is one of the main reasons why
customers turn to a competitor. Live chat enables companies to instantly
respond to customer queries and concerns. When your customer is instantly
catered to and the problem is resolved or the question immediately answered, it
will contribute to a higher number of sales and directly improve customer
experience for shoppers.
Getting Feedback via Live Chat
Encouraging customers to provide feedback would keep them
involved and reinforce the idea that your business cares about what they think.
As stated in a report by McKinsey, 70% of buying experiences are based on how
customers feel they are being treated. Remind yourself that your customers are
with you because of your vision. The presence of Live Chat on your website is a
perfect way to collect organized feedback. Customers feel valued when their
opinion is not only asked, but is acted upon, and it gives the business a clear
idea as to what is liked by the customers and what exactly they need to change
in order to start landing more customers and retaining them. It directly adds
to the pleasant customer experience that every company strives to offer clients.
