Before you add live chat to website, it is impertinent to understand customer loyalty is not what it used to be. Customer loyalty has declined since the proliferation of the Internet. Customers can easily do comparison-shopping online. It takes no more than a search engine and a handful of seconds to find another vendor. On top of it, brand profiles on social media networks are actively persuading customers to visit their e-commerce websites. Despite data overload, customers want you to exert effort to win their pocket vote. Do just that by putting yourself in your customers’ shoes. You will see from their perspective what it is like to visit your online store.
Studies show customers find it frustrating to explore websites that have unresolved usability issues. Handle these problems with website live support. This online CRM application is set up on your website and appears as a modifiable chat API. Upon entering your online store, website visitors are sent a greeting text by a customer service representative (CSR). The welcome message is not automated. Rather, it is sent by a real-life operator that remains on duty around the clock. The 24/7 availability enables prospective customers to ask for assistance when they need of it.
The web-based tool does more than provide visitors a medium to interact with. Before handling customer service requests, CSRs are thoroughly trained to answer the toughest questions visitors may have about your company policies and product offerings. You can co-create training manual with the providers of website live support. Operators will then be empowered to live chat with website visitors that volunteer to complain or give you their comments.