Customer service is one of the most important things that you can offer to your online buyers, and surely, you have provided a lot of support to a lot of customers through email and live phone support. However, if you are still not getting your desired return on investment, you may want to implement an upgrade on your website. Call your tech support people; it may be time to incorporate live chat service for website.
Why Should You Do It?
A lot of consumers find it unnecessary to complete a purchase if they cannot find answers to their questions. While you may have provided a lot of information about your products or services through the FAQ section of your business website, there are still a lot of answers that can only be provided by a readily available customer service representative.
Consider the truth that many possible sales are lost during the ordering process itself. Among the possible reasons is the customers’ lack of confidence in the product, lack of assurance about their confidentiality when they leave personal information, or they find instructions confusing. When they see a live chat button, they will feel confident that someone would readily assist them during the entire process of buying something from your site.
With live chat service for website, you can also monitor certain buying behaviors. If a customer stays too long on the site before he checks out with an item, there’s a big chance that he has questions. You can take it as the opportunity to offer support by helping him decide. That serves a double purpose; while the customer is engaged, you can offer other products that may also interest him.
The Advantage of Live Chat over Other Means
While there are many ways to answer questions such as emails or phone calls, many consumers find these methods lacking. Email takes time and phone calls can be inconvenient. A live chat service will provide the needed real-time support that enables your customers to hit the Finish button in their transactions.
A live chat service on your website also eliminates the need to purchase telephone systems and getting toll-free phone numbers. At the same time, it saves you money because you need not hire several agents that will answer inquiries. When an inquiry pops up, any available representative will be able to assist the customer through a separate window without needing to end a call first. If questions are generic and can easily be answered without escalation, the representative may even opt to use canned responses.
Using live chat service for website also eliminates the long wait in answering inquiries through emails which will indefinitely turn the customer away from your site. Email becomes a viable option instead only when the customer sees that the live chat is offline.