Live chat services contribute to increased conversion
by Larry Taggart Article writerIn this age of technology driven online sales it is surprising to see
that nearly 60% consumers opt for once-a-week in-store purchase.
Reasons that they have stated are one, they like to see the product
physically; two, they would like to take the item immediately; three,
they find it easier to return the item and four, they like to interact
with the assistants in solving their queries. To counter these, online
retailers have gone for live chat services or customer support chat to
engage their customers.
Support software manufacturers have now
extremely intelligent programs that fetch in information from raw data
provided by the system. As a result of this once the software is
installed the manufacturer also takes the responsibility of training the
employees how to interact with their customers and how to use all the
useful features of the software. It is very important for the agents to
understand the common scenarios of their users so that they can provide
the most effective solution. The software, on the other hand, analyzes
transcripts of the previous conversations to bring out more insights so
that the agent becomes capable to engage the customer and convert it
into a sale.
Optimizing live chat conversations is also possible
for mobile traffic. Most of the tech savvy users these days prefer to
finish their online shopping while on the go. For them downloading the
app and use it for purchase is quite easy. When you have an intelligent
customer support chat software installed, it analyzes the data coming
from a mobile devices because the user metrics are quite different. Like
in-store shopping experience the assistance from the live chat agents
have resulted in a greater customer satisfaction index. Software now
save a customer’s details, their previous purchase details, purchase
patterns etc. For example, if a customer has used a retail website
regularly the agent can now suggest items that they have purchased
earlier and may need it again. Often such appropriate suggestions are
appreciated by the customers. They feel well cared and come back to the
retailer for future requirements.
A recent survey on the online
retailers has revealed some facts that will establish the effectiveness
of live chat services. It is observed by the retailer that nearly 92%
live chat engagement happens before the buyer reaches the cart. So, this
plays an important role in moving potential clients through the
conversion funnel. For mobile audience, response time was nearly 70%
faster with the help of live chat that ensured a much better customer
experience.
Live chat services are the fastest way to help your
buyers. The software have futuristic features and analyses moves
backward and forward to make it as much appropriate as possible from the
customer’s point of view. Your agents can handle multiple chats that
increases their efficiency and saves cost for the retailer. Live chat
sales strategies can be optimized based on the analytics available from
the customer support chat. With a combination of human chat agents and
artificial intelligence-based applications maximize the efficiency of
your online stores and in turn resulting in more profits.
Live chat services or customer support chat is the closest to matching in-store experience for the customer.
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Created on Nov 6th 2017 13:09. Viewed 331 times.