In today’s tough e-commerce environment, driving traffic to your online store isn’t enough to beat the competition. It’s just as important to be able to keep customers on your site, provide instantaneous help, and exploit opportunities for cross-selling and up-selling.
Live chat has become a steadfast opportunity in the world of e-commerce to do all of this, as well as to drive reductions on cost and improvements in customer satisfaction. So if your business hasn’t begun to live chat with your customers yet, here’s why you should consider adding this platform to your omnichannel retail strategy.
For many customers, the urge to buy can be fleeting. Simple website issues or unanswered questions can cause shoppers to abandon their carts. In many cases, more than half of the customers who visit an e-commerce site simply leave without making a purchase.
Live chat allows you to provide quick and easy support to your website visitors to prevent them from bouncing off your site. A simple “How can I help you?” message paired with an unobtrusive chat button can be enough to safeguard those potential purchases and convert more visitors into customers.
Customers still love real, brick-and-mortar stores for the personalized experience they can get from talking to a knowledgeable sales rep. Let your reps shine by extending that experience online.
Your staff can proactively reach out to visitors and make suggestions based on their purchase and browsing history, allowing them to not only provide a deeply personalized experience but also to up-sell and cross-sell.
Getting started on live chat is much cheaper than setting up most new customer service channels. All of the software and infrastructure needed is included in your package, and integrating with your current CRM systems is straightforward.
Once you’re up and running, you’ll notice that you can keep your handle time and queue time lower than traditional phone support allows, as agents can easily handle multiple chats at the same time.
Live chat is consistently rated as customers’ favorite support channel – several different studies show that live chat beats other channels for preferred communication channel, immediacy of response, and overall customer satisfaction.
Customers increasingly expect to be able to contact businesses in a way that’s easy and convenient for them. Adding live chat to your customer service strategy is not only recommended, but proven to have benefits for both your customers and your business.