Chances are that you have come across the saying ‘Walk a mile in someone else’s shoes’ a couple of times before. If you take a closer look at the quote, you will realize it is meant to encourage people to see situations or issues from the other individual’s perspective. In fact, as a business, this empathy exercise can be extremely beneficial when investigating the customer journey. Suppose, for example, that your company sells custom-designed jackets, monogrammed bags, and gloves for bowling teams. Your customers can place an order by either logging on to the website or by contacting a sales representative on the toll-free number. The catch is that the sales team has limited availability at the moment. They can cater to customers during business hours but only on Mondays through Thursdays. Since the brick-and-mortar location doubles as a shop, the weekends are reserved for walk-in customers from the neighboring bowling alley. Your online customers usually end up writing lengthy emails to sort out spelling errors, sizing issues and other urgent concerns.
A single afternoon spent browsing the website and placing an order can prove to be an educational experience – especially from the customer service perspective. You may discover the need for an additional customer support channel such as a live chat service. For prospective customers browsing from their smartphone or tablet, website-based support allows them instant access to the help they need without committing to a phone call or an email. The business gains a reliable customer experience solution with 24/7 coverage.
For small and medium-sized businesses, the use of a live chat solution can do the following:
Studies suggest that at several touch points online shoppers prefer to talk to a chat agent. An immersive shopping experience requires a strong and dependable live chat service. When a business offers rapid and responsive service directly on the official website, the customer experience has already been significantly elevated.
If your business’s website frequently faces abandoned cart syndrome, has a high bounce rate (users who visit the website and leave) and low average time on page (time spent by online visitors on your website), you should consider live chat as a support solution. You need customers in order for your business to be a success, so be where your customers are with around-the-clock website-based support.
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