Experts think that the global live chat software market will be $997 million by 2023. 71% of people said last year that they expect eCommerce brands to give customer support through a messaging platform like Twitter or Facebook.
A live chat is when you can talk to someone on a website. With this, you don’t need to call them and wait for a long time. It connects you with the person who can help you. Now, some live chats connect with social media sites to use them outside of the company’s website.
Live chat can solve several common eCommerce problems. We will explore these in this blog.
What’s in it:
- Creating an omni-channel strategy
- Turn your leads into customers
- Ensure customer satisfaction
- Delivering personalized service
- Gain better customer insight
- Expetional customer engagement
- Conclusion
- FAQS
Creating an omni-channel strategy
An eCommerce business has to make the customer experience the same. It should not be different if they contact a company via social media, email, phone, or live chat. Agents on all channels should have access to the same customer history so that no conversation needs to start from the beginning again and again.
Live chat is when someone talks to you on a website. It can be good if you have questions and need help. Agents can see your information, like what you bought before and how you communicated before, so they know what to do. This helps them talk to other people with the same problems too.
Turn your leads into customers
Chat agents are people who talk to the customer. If they need help, chat agents can be a good way to make a sale. In 2020, 38% of consumers said that if they saw live chat when shopping online, they would be more likely to buy from that site.
If a customer wants your product but is worried about the price, they can ask questions about it. If you have a live bot available on your website, the person can ask questions and get answers. This makes them want to buy it more often.
Ensure customer satisfaction
People in the U.S. who had problems with poor customer service, or long wait times, were their top reasons for losing trust with a brand. One way to minimize long wait times is by using a chatbot. It only takes an average of two minutes to get a response on this and it’s faster than social media (10 hours) and email (17 hours).
Offering live chat on your website is a good way to help people. It is real-time and can be personalized. You can also help customers looking for a product or answer questions.
Delivering personalized service
Live chat software can find out about customers. Companies that use chatbot applications can offer good service because they know things about their customers. It is hard with just a store to know the same thing.
Live chat can make a customer feel more personal. For example, instead of just saying the customer’s name, you could say “Welcome back!” and it would make them feel recognized.
Gain better customer insight
You know that chatbot software helps you to know how your customers are feeling. You can use this information to improve the customer experience. But you can also use chatbot insights and technology for other things:
- A pre-chat survey will collect contact information so you can stay in touch.
- Post-chat surveys are for measuring how well you did on your customer service and the satisfaction of your customers.
- The number of chats tells you how many live chat agents you need. If there are a lot, then it says that you will need more.
- Average response time is how quickly you are reaching customers.
This data can tell you if your customer support team is doing well and what they might need to work on. If they are not doing well, this could be a sign that the customers are not happy with them.
Expetional customer engagement
In 2020, 60% of customers in the U.S. will do more business with a company because they have excellent customer service. This year, 79% of companies said that live chat has had a positive effect on their sales, revenue, and customer loyalty.
Live chat is a good way to talk with people. Customers can ask questions and make decisions. Live chat is better than other digital channels because people can talk faster. This helps customers trust your company, which will create loyal customers forever.
Conclusion
It’s important to remember that customer service is not just about answering questions. It also means providing the right knowledge for your customers and anticipating their needs before they ask the question, which can be achieved with live chat software like PineChatBot. If you need help setting up a chatbot on your e-commerce site, we have experts waiting by phone or email who are qualified to guide you through this process. Contact us today! __
FAQs
Live chat is a type of customer service that allows people to instantly reply to questions about your business, as well as send private messages. In fact, live chat is one of the most popular contact channels for businesses because it’s convenient and personal.
Live chat is a service provided as a tool to help customers with any questions they may have. A live chat operator can answer customer questions related to products, shipping rates, and procedures, order history, credit card information, company services, and resources, according to the company’s policies.
Live chat can help your customers more efficiently. Have you ever looked up the user manual of any device on YouTube? The video guide will initially show you problems that are similar to yours, and then it will show how to solve them step by step.
Live chat can improve customer service by adding a human element to your company that some customers may want more than just digital interactions. This will personalize the brand and show people that the company cares about their needs, which is important when so many brands are focussing on “everything for everyone”.
Customers are able to solve problems faster when they’re in an online chat because agents are dedicated to solving their problems. It saves time for the customer and helps them not have to go through the prolonged process of finding out answers all by themselves.
The two most common issues in ecommerce are lack of conversion and the inability to replicate Google’s algorithm. Every company wants to have a successful online store, but when it comes to actually engage with customers and getting them through the conversion process, all too many companies find that they’re unable to achieve a return on their investment.
