How Live Chat Support is Significantly Important For E-Commerce Business

In order to increase the profit of e-commerce business, corresponding to customer’s interaction needs for any requirement is of utmost importance. The ways you are able to be there for them, conversing to them timely is all important for enhance customer support, which is a key factor in ensuring business success these days. You can use real-time or virtual instant chat messaging tools to provide your customer with fast support and services using chat bot tools embedded in your website.

Modern live chat solutions have great features; it not only helps you provide customer support but also provide customers with information about website options. You can also use the live chat feature to convert visitors into potential customers and actual buyers.

Benefits of Live chat for Businesses

Live chat services seem to be a concise and fast tool that can help you complete routine customer support tasks. However, companies still have not realized the potential of real-time chat, for example, their proactive approach.

Generally, customer support tools are divided into passive and active types. For example, email and phone support are passive-you only start interacting with customers after they initiate a conversation. Live chat is proactive because you can view user activity on the website and enter at critical moments (for example, customers at the checkout stage).

When customers visit a website and get confused about what to do next, then it is difficult to get help at first. But with live or real-time chat software, you can take advantage of and provide help when it is needed. In addition, for enterprises, live chat software has other advantages, you should pay attention to:

Quick response

Compared with traditional customer support tools (such as telephone and email), the competitive advantage of real-time chat lies in its speed.

Traditionally, calling on the phone is a frustrating experience: You have heard most of the time that the line is busy or unresponsive. According to a survey by American Express, about 67% of people hang up the phone without contacting the person at the other end and unable to provide their customer right support. Email can also cause communication delays. Compared with real-time chat, people are not eager to respond to emails, so the response may take up to 24 hours.

Real-time chat is based on instant messaging technology, so customers can briefly describe the problem and get an immediate response. Most live chat software allows the operator to preview what the recipient is typing. Therefore, the operator can provide answers even before asking questions. One of the benefits of live chat is the timer, which allows customers to be sure that they will get a response within a specific time frame (for example, 30 seconds or 1 minute).

Easy to Use

In customer support, it is important to reduce the customer’s effort to achieve the desired results. Your customers don’t want their mobile phones to make calls and follow the number options; they also don’t want to fill in their personal details on the website all the time, so you will contact them via email.

Live chat can be conducted directly on the page of the online store, so customers can answer questions without interrupting the shopping experience. Forrester Research found that real-time chat on the website while shopping is important to 44% of e-commerce customers. In addition, people don't like phone chat, so they are satisfied with real-time chat. Live chat frees your customers from conversations with strangers; instead, your customers can enter their questions at their convenience and avoid too many personal contacts.

Improve Customer Loyalty

According to an article by the American Marketing Association, 2017 was a year of building strong relationships with customers. In order to win the competition from customers, you must become a reputable brand and provide timely service. Customers, in turn, admit that customer service is the number one reason for their loyalty to the brand: Excellent customer service is essential to 97% of respondents.

Live chat is the tool of choice for problem-solving; as many as 56% of American respondents prefer real-time chat over the phone. People point to the ease and instant response inherent in real-time or live chat.

Reduce Costs

Most customer support tools (including live chat) require humans, so live chat cannot reduce your costs 100% and automate the entire process. However, a big advantage of real-time chat is that it allows multitasking. This means that the support operator can switch between chat windows while maintaining some conversations. Therefore, you can reduce staff costs (reduce staff workload) and shorten response time.

But live chat does not require any investment in expensive equipment and don’t need to hire more agents to handle multiple chats, so the price of real-time chat is much cheaper than a phone.

Conclusion:

Enterprise real-time chat software provides comprehensive reporting and analysis tools, allowing you to understand the latest information on employee performance and customer satisfaction.

Although it is also possible to record phone support, further analysis of the phone call can be difficult and time-consuming because it is very inconvenient to listen to each conversation or transcribe the voice record. Companies and businesses that provide their customers with high-quality live chat services have seen a rise in customer satisfaction and increase in sales.

A Search Engine Optimization (SEO) Specialist analyzes, reviews and implements changes to websites so they are optimized for search engines.