Online shopping has added to our convenience of purchasing our favourite product or service without having to leave the house. However, the rise in this trend has also increased the expectations of online customers, which has presented businesses with some tough challenges. One of the pressing challenges is to enhance customer satisfaction levels because it takes an unsatisfied customer just a click of a button to switch to a competitor. CSRs need to be on their toes at all times to ensure that customers receive the best customer experience. So when customers land on your website, what do they want and how can your business retain them? Let’s take a look.
A Forrester Research survey revealed that 44 percent of online consumers think having their questions answered by a live person is the most significant feature any website can offer. It means online customers expect and want immediate assistance via live chat support. Hence, adding chat service to your website will improve customer satisfaction level. This will show your customers that your brand is responsive and concerned about their needs. Adding this service to your business website will allow customers to ask questions and get immediate response from the live chat operators.
To meet the expectations of your online customers, businesses are required to put themselves in their clients’ shoes. For instance, customers want efficient assistance during online shopping. 24/7 live chat turns out to be one of the most convenient ways to consistently answer customers’ queries in the shortest possible time. Adding live chat to your retail website means that your customers don’t have to pick up the phone and wait in a queue for their turn before their query is answered. Having Live Chat Operators on your website makes the entire process more efficient and adds value to the customer experience as queries are answered and problems get resolved instantaneously.
Customers expect their shopping experience to be as seamless as possible and this especially holds true during checkout process. According to a report by BI Intelligence, about 4 trillion dollars’ worth of merchandise was abandoned during 2014 in online carts alone. Whereas, another study revealed that 76 percent of customers would prefer talking to live chat agents about checkout process issues. The results from the above surveys show the growing importance of Live Chat for e-commerce businesses. Live Chat offers the unique ability to significantly reduce shopping cart abandonment by providing instant solutions to checkout procedure. Additionally, live chat representatives assist online customers to find their desired products or information right away. The support also comes in handy when customers come across websites that are not easy to navigate or information that is too technical to understand.
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