While many customers prefer online shopping these days, there is one thing noticeably missing from the experience. When online shopping, there is no face-to-face interaction with a customer service representative or a member of the sales staff. While there will probably never be a way to have that in the online shopping world, there is the next best thing and that’s live chat. Live chat allows you to talk to your customers in real time and in a timely manner. Let’s take a look at some of the benefits of live chat customer service software.
An online chat system provides customers immediate access to help. Wait times are often much less than a call center, and customers can easily multi-task while waiting. In fact, 44% of online consumers say that having questions answered by a live person while in the middle of an online purchase is one of the most important features a website can offer. Not only that, but live chat can result in repeat business. 63% of online shoppers were more likely to return to a website if it offered live chat.
A customer’s frustration or need that has yet to be filled is called a pain point. Live chat provides immediate access to customers’ pain points. When customers use live chat, they’ll try to ensure that a product will perform as advertised or that a promotion will provide the discount they want. In addition, as live chat representatives talk to customers, they can find out ways to improve a company’s products and services.
It’s not just about having live chat available to your customers, you have to use it the right way. When it comes to effectively using live chat, Digital LeadSource is an industry leader. Contact us today to learn how we can run your live chat service for you and to start your free 30-day trial.
