Do you need customer support chat for your ecommerce business?
by Larry Taggart Article writerEcommerce sales, according to market experts, have saturated.
Established players, especially dealing in luxury clothing business are
looking for newer means to reach out to their customers. Many leading
brands have invested in customer support chat system in order to
optimize live chat sales. You cannot compromise on customers’
satisfaction. To provide a great shopping experience, proving excellent
customer service is the key and live chat is an important step towards
that.
The way companies used to handle their customer service
function is changing rapidly. Calling or emailing is no longer the
preferred mode of communication for people as it may be disturbing at
times. Live chat is the only channel available with the ecommerce
retailers to interact with their customers when they actually want. The
mode is instantaneous and provides information that the customer is
looking for. Customers can ask quick questions on their selected items
and mostly are satisfied with the answers given by the live chat agents.
It has resulted in an increased rate of conversion.
Nowadays a
whole lot of young clientele have the purchasing power to spend on
online shopping. They splurge on luxury items including dress,
accessories, gadgets and often services like travel. As per a recent
report, in US alone there are nearly 80 million customers who are
spending 0 billion annually. By 2020 this figure is expected to go up to
.4 trillion, contributing almost 30% of total retail sales annually. It
is important for the retailers to know that almost 54% of this segment
of customers (in the age bracket of 35-44 years) prefers to interact
with the seller through live chat.
Software companies have
developed systems that can help ecommerce businesses optimize live chat
sales. These software are based on artificial intelligence or AI and
machine learning-based algorithms. The live chat agents have more
information about their customers, their purchasing habits, needs and
preferences and therefore can engage the buyers in a better way. On the
basis of the data available with the system, the system can predict the
requirement of the customer and can also match his or her specifications
with a product more closely.
Today, customer support chat is
instant, convenient, easy to learn and time saving for the agents. They
can now handle multiple chat instants at the same time. A record of chat
can be saved and sent to the customer through email for their future
reference. All these have resulted in customer satisfaction rate of 73%
as opposed to app (53%); social media (48%); phone (44%); email (61%)
and SMS (41%).
Live customer support chat allows buyers to
remain anonymous and narrate their queries and complains more freely.
They don’t need to call up and then wait for a long time. Effectiveness
of live chat is much more in terms of conversion as well. Therefore, it
seems to be the best option for majority of the online shoppers of
ecommerce outlets. Many leading fashion brands (France-based Longchamp
and the U.K.'s Burberry Group, for example) have recently started using
live chat in China’s most popular messaging app, WeChat. The best
options retailers now have is to optimize live chat sales to drive
growth.
Optimize live chat sales with customer support chat is the need of the hour.
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Created on Nov 6th 2017 12:54. Viewed 497 times.