Customers are more likely to visit the e-commerce websites with this innovative customer support channel; therefore, every online vendor today, is bound to have it incorporated on his website.
Here is the statistical data which reveals the reasons of rapid popularity of live support chat .
• According to a survey conducted by an authentic live chat service providing company, 80% of the customers agreed that they visit a website with live chat, because here they are provided immediate responses to their questions. Having this integrated into their websites, the vendors do not need make their customers wait long; instead their knowledgeable chat operators provide on-the-spot answers to the customers’ queries.
• 52% of the customers said that they prefer seeking help through live chat because it can helps them multitask. For instance, a customer can even talk to sales person while in the office or on the way.
• Live chat is above the sound distortion or other technical problems that usually are seen while providing support through emails or telephone. The chat support is provided through text-based messages, therefore, there is no issue of accent or sound problem and a potential client can even see the conversation from beginning during the chat. This is the reason that 47% of buyers agreed that it is strong mean of communication. Even using the multitasking feature of the chat software, live agents can chat to their potential clients in their native languages.
• To build a strong rapport with their potential clients, online businesses have to eliminate the robotic touch from their service. Usually, an email support carries a monotonous and formal touch because a single email carrying a general message is sent to multiple customers simultaneously. On the other hand, live chat is one-on-one conversation with each of the potential clients, so it carries the element of personalization. When a customer is engaged in a live chat session, he/she is provided better information, because here he can get the personalized and precise answers to his questions. Survey further indicated that 30% of the customers accepted that live chat provides better information as compared to emails.
Regardless of the type and size of your online business, you need to have live chat service installed on your website; because it helps you build a life-long relation with your customers.