Live chat is essential for businesses to interact with online customers in real-time. It is like the front desk for a company in a digital environment. Having a conversation with an online visitor adds the necessary human touch to online shopping experience. There are a number of scenarios in which the availability of live chat support can be helpful for your business. Here’s a look at some situations.
Instant Solutions for Busy Customers
Consider a scenario where an online customer is looking for information regarding a product/service. He or she could be in a hurry and would want an immediate answer or perhaps they can’t find the information on the website. This is where live chat can be beneficial. The online customer can just ask the question from a chat agent who can provide an answer/solution instantly. In this manner, live support helps customers save time and enables businesses to improve quality of interaction and engage in an efficient manner.
24/7 Support for Customers Worldwide
In the online world, there is no closing time for a business and customers want round the clock support. When you’re expecting customers at any given time, you need to be ready to cater to them. With live chat, 24/7 support can be offered. No matter what time a customer visits your website, there will always be someone there to take care of his/her needs. This also enables a business to generate more leads with round the clock customer engagement.
Offering Suggestions to Customers Who are Confused
There are situations where an online customer has to choose from a variety of products and might require a bit of assistance to make a final decision. Similarly, questions about specifics of a product such as color, size, model, make, etc. are some of the common inquiries. In a brick-and-mortar store, sales people take charge and provide help wherever needed. Similarly, in a digital environment, this experience can very easily be delivered with real-time live chat. An agent can greet the online customer and be present to instantly answer any query that arises.
Facilitating Customers through the Purchase Process
Businesses that have chosen to offer live chat on their websites and mobile apps have the ability to guide visitors through the entire purchase process. Online shoppers might have several questions regarding payment methods, billing information and the likes. These can be efficiently addressed by live chat agents. In addition to this support, they can save businesses from loss of revenue in terms of shopping cart abandonment. When an online customer talks to an actual person on the website, it not only ensures support and online guidance but also helps build trust.
Multilingual Chat for International Customers
The one thing that may hinder business-customer interaction is a language barrier. To cater to a wider audience, you can add multilingual live chat to your website/mobile app. The multilingual chat support can help your business overcome the language barrier and open up new markets for you.
Diffusing Tough Situations and Handling Angry Customers
Angry and dissatisfied clients pose tough situations for support staff as well as the business. More often than not, these situations arise due to misunderstandings that can be easily resolved. If you have a well-trained team behind your live chat, they can handle such scenarios before they escalate.