Ongoing developments in the cyber world and excessive use of social media have made the customers more aware than ever before. Owing to this increasing awareness, the customers are becoming more demanding and less tolerant for any inconvenience in the customer service while making a purchase.
In addition, the availability of umpteenth alternatives have also made the customers more picky because they can easily switch to a better option with single click of mouse when don’t get services up to the mark. Customer service keep the status of lifeblood for any business therefore to bear the heat of tough marketing competition and to keep the customers adhered to your products and services, you need to bring proper up-gradations in you customer service.
Being an online retailer you should pay a great attention towards your service because in online business you don’t have a face to face contact with your customers. Therefore, running an online business requires more than just having a website with relevant contents. Arrival of live support service has revolutionized the world of e-business. With the incorporation of this chat application, the retailers have now gone an extra mile in delivering the best service to their worldwide customers. Let’s see in what ways live chat can improve customer experience.
The first and foremost thing in delivering good customer service is the ‘effective communication’. The more you are efficient in communicating with your customers the more likely you are to develop a positive impression of your products and services. Live chat software is tremendously becoming an effective communication mode for most of the online retailers. Installation of this chat application requires maximum thirty minutes. Once you have successfully installed live chat, you can have a direct and instant contact with your customers all across the globe.
The chat box window allows you to proactively approach every visitor and provide them help where necessary. Approaching your visitors proactively assures them that someone real is present at their beck and call to guide them where necessary. Sometimes, when a visitor navigates through your website he/she may come across many questions and confusions which may hinder the purchase process. Using the tracking component of live support service, you can trace your visitors’ activities and can provide them with immediate help where necessary. Such a caring act from your side gives good experience of your services to your customers.
Multitasking feature of live chat software increases productivity of online operators because they not only carry out chats with customers but also stay in-touch with the other operators and share chat sheets with them where required. Unlike a typical brick and mortar store where a single salesperson deals with a single customer at a time, an operator in an e-stores chats with more than two customers simultaneously and provides them instant help.
This way, the online retailers not only become able to cut down the huge expenses of hiring big working staff but also prevent customers from waiting long for their turn. Customers don’t need to spend huge amounts to take assistance from the CSRs, as it happens in traditional stores where a client has to call a helpline costing huge amount. This way offering more personalized and instant assistance, online operators can leave positive experience of their services. The chat agents guide customers about the prices and also help them draw comparison between two or more products. They also inform potential buyers about the discounts, promotions as well as shipping costs and help them through the check out process ultimately convincing them not to abandon the shopping cart.
Taking the advantage of 24/7 availability feature of live chat, the online operators provide round the clock services to their worldwide customers all across the globe. Round the clock availability also removes the time zone difference and gives an equal chance to worldwide customers to make a purchase whenever they feel easy. Keeping the customers demands as first priority, the live operators provide help to the customers in the language they can easily understand and speak.
On the short note, live support service have all the features which could help an online retailers to deliver an improved customer experience. An enhanced customer experience in-turns brings a number of advantages to e-businesses of all types and sizes. Generating a good customer experience increases your customers’ satisfaction which ultimately develops their trust in your products and services and attracts them to repeat purchases with you. Providing a positive customer experience will also earn you lifelong customers who will later become the brand advocate of your products by sharing their good experience with the people around them.
Image courtesy of FreeDigitaPhotos
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about the guest blogger
Noe Legaspi is a marketing executive at Live Admins JLT. Live Admins was established in 2002 and since then has transformed how online businesses carry out customer service through Live Support Service. By Live Chat Software, e-commerce websites can increase more profit and sales revenue.