How Live Chat can Enhance Customer Service for Online Grocery Stores

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Online Grocery shopping has made it quite convenient for customers to shop for products with just a few clicks from the comfort of their homes. However, for grocery websites it is important to provide quality customer service and a hassle free shopping experience. With the help of Live Chat, online grocery stores can offer a convenient experience to the customers, fulfilling all their needs. Here is a look at multiple ways in which live chat can be beneficial:

Queries and Complaints can be addressed quickly

The greatest advantage of having live chat service on your website is that product queries and complaints can be taken care of instantly without delay. Customers might have several questions while they are shopping online. Through live chat you can quickly respond to the queries and offer them assistance in real time. They can also register their complaints using this service.

Suggest Products according to Customers’ Inclinations

Developing a personal connection with the customers is crucial for the success of any business. Live Chat can be smartly used to identify your repeat customers and their shopping habits. For example, if a customer always buys baking items from your store, you can suggest him/her the best baking mixture in your stock. Connecting with your customers and providing them with service which takes care of their shopping needs would strengthen your relationship with them and will earn you their trust. Besides improving the overall shopping experience, live chat operators can also upsell and cross-sell to customers.

Customer Feedback can be taken

If you want to beat your competitors in offering your customers products and services that they love, start off with asking for customers’ feedback. You can use a small and simple questionnaire which live chat operators can ask to know customer trends. For instance, if a greater percentage of your customers prefer a particular brand of laundry detergent or home improvement accessories you can change your stock according to customers’ preferences.

Product Promotions & Special Offers

For online businesses, active communication with customers can turn out to be a winning strategy; live chat gives you the leverage to engage with customers to have a one on one conversation. You can promote “special offers” and “Holiday Deals” to the new visitors. You can enlighten new visitors about your exclusive product range; thus live chat can be utilized in multiple ways for customer acquisition.

Checkout, Payment and Delivery Processes can be explained

Many customers have questions regarding the checkout, payment and delivery procedure. Several studies also reveal that shopping carts are abandoned at checkout. Live chat can help businesses overcome this with instant provision of help for customers at checkout.

Some customers might not want to read the lengthy and detailed FAQ’s on your webpage and just need a direct answer to a simple question. Queries regarding payment procedures and delivery can be addressed in detail via live chat to facilitate customers shopping for groceries.

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