eCommerce business owners have many options when it comes to offering customer service to their visitors. From phone help to social media interactions, there’s no lack of communication methods in today’s world. Live Chat is considered by many to be the most convenient and mutually beneficial method of delivering customer service by an online store.
What can adding a Live Chat feature do for your eCommerce store?
- Increased customer satisfaction — According to Forrester Research, 44% of online shoppers said that Live Chat is one of the most important features an eCommerce website can offer. It creates a sense of personal attention and speeds up the buying process by not requiring customers to leave the site in search of answers.
- Loyalty — On-the-spot customer support increases the chance of customers returning, as it tends to make your website more user-friendly and memorable. According to a study by eMarketer, 38% of customers who bought from a website following a conversation with a rep over Live Chat reported that they made their purchase due to the chat session itself. 62% of survey respondents said that they are more likely to buy again from an online store that provides this service.
- Increased Conversions — The perfect way to alleviate customer concerns, Live Chat keeps visitors engaged while they decide whether or not their item is what they’re looking for. Proactive chat can be triggered if visitors spend unusual amounts of time on certain pages, or if their shopping cart contents represent a high total order value.
A part of ensuring that your Live Chat is effective is making sure that the icon is visible so that it attracts attention when required. You should also ensure that your chatting behaviour follows the three basic rules: speed, efficiency and informality. Communication should match the corporate culture, but not be too scripted or unnatural. The entire purpose is to prove that you are a human on the other side of the keyboard — natural and easygoing, not communicating in paragraphs that are too long and answering inquiries quickly and succinctly.
Increased customer satisfaction leads to loyal and returning shoppers that convert in higher numbers. A Live Chat function in your online store is one of the simplest and most effective ways of building stronger relationships with your customer base.
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