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We Expect Customer Service Face To Face Why Not Online?

Customer service should be offered online

Walk into most shops today and you are likely to receive a high standard of customer service, with a greeting at the door, assistance whilst you’re looking at products and friendly conversation at the checkout. It’s always great to be able to get whatever it is you came into the shop for without wasting time, you want it to be as smooth a transaction as possible, so assistance is always appreciated. We expect great customer service as the norm within our daily lives, so why should customer service online be any different? Efficiency is key to the customer experience, and in this blog I’ll discuss how live web chat support works to optimise that.

Live Chat increases conversion

Not everyone that lands on your page is as decisive or as informed as you’d like. Your web-page in some cases could even be the first time a visitor has potentially seen the products or services your company has to offer. Therefore expecting to convert visitors who may know very little about what it is you do is fairly unrealistic, but the most effective way to help them understand is by offering a live and interactive web chat support service. Moxie’s analysis of conversion differences between engaged and unengaged web visitors showed that “visitors are ten times more likely to convert when they are able to access additional information or communicate with a brand representative.” Live online support can improve a visitor’s experience as they get to communicate with a human being, who can understand and relate to their needs and concerns.

There is big competition on the online market so you could massively benefit from engaging with your potential customers through live chat. This survey conducted by Forrester Research reveals “44% of online consumers say that having questions answered by a live person while in the middle of an online purchase is one of the most important features a web site can offer.”  With this in mind, adding chat support to compliment your online shop can be the difference between getting that sought after conversion, or your web visitors leaving without finalising a purchase.

A quality live chat service is arguably so effective that it not only nurtures an interested visitor through the sale process, but it also generates new sales. According to happyfoxchat 38% of customers have said that they have a made a purchase due to a good live chat session itself which highlights the true effectiveness of this feature as part of your model for your online web store.

Is live chat suitable for my business?

A web chat system on a website can apply to most businesses, because regardless of how complex some products or services seem, questions can be pre-answered with a list of frequently asked questions that can equip chat agents to deal with just about anything that comes their way. But most importantly, where there’s interest there’s a lead to be gained. Therefore the very fact that visitors have been engaged upon landing on your site means that a proactive support service is well worthwhile for any business looking to get the most out of their website.

You wouldn’t have a shop pills prescription without staff to help your customers through their journey, so the same principle very much applies to your website. A live online chat service can prompt users to take action and can be an essential promotional channel that builds customer loyalty. The service has the potential to be used in any way you want, whether you’d like to use it as a booking tool for a hotel, a fashion stylist for a clothes website, or even just a tool used for general enquiries about your business. Engagement is very much key to person to person sales, and in this increasingly digitally social world it’s fair to say it won’t be long before it becomes the norm of online shopping too.

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