Nowadays smartphones are excessively used by the customers to shop online. There are several reasons to switch to mobile shopping, one of which is that it saves a lot of time. This is the reason why vendors running online businesses are trying to carve out ways to improve their online customer experience. One of the tools which are being increasingly used by vendors to enhance their online shopping experience is the live chat service.
Live Chat Software
Do you think that providing telephonic hotlines and providing email IDs is going to help your modern-day tech savvy customers to seek immediate help? Certainly not! By using these torn out support channels can hardly satisfy your wavering customers because you have to compromise either on the time or quality of service. When it comes to dealing with bulk of customers, you cannot send personalized emails to each of them, because if you do, you will have to spend a lot of time. Thus, a delayed response may become a cause for your customers to switch to your competitors. In the similar way, the telephonic support has its own limitations because the high call charges may hamper overseas customers to seek help from you. Moreover, the overload on the telephone lines may also drop the quality of voice; or customers may also have to wait long due to busy telephonic lines. So the only thing that works out to providing an immediate, real-time and economic online support, is the live support software. By providing this support channel on your website, you cannot make it easy for customers to approach you rather you yourself can reach out to them by using proactive approach.
Social Media
Who is not on social media these days? From businessmen to laymen, everyone today is having a social media presence because this has shortened the distances to the minimum. For its increasing usage and unlimited benefits, it is also being used by the online vendors as a customer support channel.
Brand Building
This channel is best for the online brand building, because the more you make the online shopping experience easier for your customers; the more likely you are, to build a positive reputation in the market. The positive word-of-mouth shared by a customer on the social media, can play a significant role in building your brand.
Your social presence makes you closer to your customers and you get a chance to know about their concerns and preferences by reading out comments and views about your live support. To make your social media business page more interactive, you can add a live chat button on it. As a live chat support session ends, you can offer a post-chat survey with your Facebook/Tiwtter/Linkedin ‘Like’ button on it. By doing this, you can invite customers to your social media page to get assistance, enter complaints and share views about your product or service.
Thus, by using the latest tools and techniques, you can deliver a top class live chat service which keeps your business on the success streak.