A business that presents their products or service online has the perennial issue of being disconnected with their customers. In a brick and mortar store setting, when a customer has a concern, all he has to do is go to the salesperson and voice out that issue, with the salesperson trying his or her best to address the customer’s query. In a e-commerce site without live chat capabilities, those concerns will not be answered in real time. With that practice, it is expected that a good number of customers would be left wanting for better service, increasing the chances of them not continuing their business with the website. Thus, in an effort to convince customers to stay with them, many businesses have considered and actually added live chat support to their e-commerce sites. This feature apparently does not only give customers the immediate attention they demand, but also provides businesses more benefits than just the obvious customer satisfaction.
So, how does having a live person chat with shoppers in real time benefit a business?
Since it is convenient for customers, they will be more encouraged to shop, which is obviously good for business.
Studies reveal that even if shopping online, e-commerce website users still wish they could get help from an actual live person. In fact, shoppers deem getting answers from a live person (as opposed to an automated one) is an important feature websites can offer that they will appreciate. With a system that has live chat, customers have access to immediate assistance. This is deemed better than calling a customer service representative in a call center that may take minutes, even hours, to solve a customer’s concern. In a live conversation through chat boxes, CSRs can address more than one customer without having to put then on hold. Moreover, the procedure is less of a hassle as calling a 1-800 number has become synonymous to navigating through a series of taxing options before finally talking to a live person. This is not the case for chatting systems. with a less stressful system of getting help, customers would be more focused on shopping, and the rest make up for a pleasurable online shopping expernce.
Live chat lowers business expenditures.
Customer service dependent on phone set-ups require investment on phone lines, an ideally toll-free number, and manpower who would need to man the phones 24 by 7. In a chat set-up, there is no need to invest on phone lines, nor is there a need to employ shift of people to answer the phones at all times, in some businesses even during holidays. Office space will also be a required investment for phone-based customer service, because otherwise, businesses would need to spend on systems that would allow employees to answer phone queries in remote locations. On the other hand, chat systems can be accessed by employees anymore, thus making it unnecessary to invest on office space or premium holiday pay. Moreover, aside from employees answering through chat in more comfortable locations, they would also be able to handle multiple conversations at the same time. This means there would be less of a need to hire more customer care employees. Also, the number of customers waiting for their turn to be assisted is cut drastically.
Ultimately, live chat increases sales.
Chat systems in studies conducted on websites that have installed them ultimately improve sales figures. Online chat systems make customers more contented with the service they get, converting them from interested shoppers to actual buyers. This is because somebody can guide them through buying in real time, without factors such as the voice on the other line getting impatient or one party in the conversation forgetting what has been said earlier. With a live chat system, a party can just scroll up to review the conversation and scroll down to move on. Moreover, customer service agents can recommend other products easily. In a phone conversation, the CSR would need to guide the customer to where the product he is recommending is on the website. Compare this to a chat conversation wherein the CSR can just post a link for the customer to click on and possibly buy, which will increase additional purchases.
These three factors definitely point to live hat systems being beneficial. With a substantially smaller initial investment, installing this system on their e-commerce site can reap more benefits for their business.