No doubt, e-commerce websites have seen a surge in their conversion rate, online clientele and overall revenues since the advent of live chat support. However, an online vendor can only avail the business benefits of live website support when it maintains the immediacy of online service.
Increased Customer Engagement
Suppose, if a potential client comes to your website, spends some time and then clicks on the live chat. He expects an immediate response from real persons; but if you do not manage to provide immediate response, the potential client can switch to another alternative. Therefore, to maintain the quality and purpose of your live support, you need to promptly respond to your potential clients. Suppose, if you come across a query that that is beyond your expertise, you can give minimum estimated time to your potential client and can escalate the chat to a relevant support agent. Your quick response will keep your potential client engaged.
Customer Satisfaction
By adding chat to your website, you can increase customer satisfaction in your online service by engaging them in one-on-one chat conversation. This enables customers to get on-the-spot answers to their all queries. Thus, leaving none of the questions un-answered, you can increase customers’ satisfaction with your service.
Customer Conversion
Immediate responses through live chat support play a crucial role in customers’ conversion. Navigating through a website, a customer comes across many points where he needs prompt responses that allow him to continue his purchase process on your website. For instance, on reaching checkout stage, most of the online customers quit their shopping carts due to confusions and concerns regarding payment methods and shipping costs. This is the stage, where a potential client is more likely to see quick support through real persons. Thus, by resolving your customers’ concerns immediately, you can help them to complete their checkout process ultimately adding value to your online sales.
This is how; quickness of your response through live chat serves the real purpose of your online support by enhancing customer satisfaction and increasing conversion rate on your website.