If a customer chooses to go to a physical store to receive help with their concerns and feel more confident in their purchase, why would the same trust and security not be expected from an e-commerce store?
Tailoring the customer experience, whether it be online or in-person, has become a critical aspect of boosting sales or conversions for a business.
Enhancing your customer experience on eCommerce by implementing a live chat is the easy answer to this, allowing personalized service to guide your customers through their purchase.
This system enables customers to engage in live chats or conversations with the seller or someone from the store’s staff.
Additionally, live chat provides immediate support to customers, answers questions, deals with incidents, and helps users through the purchase process.
Not everyone is aware of how to functionally incorporate SEO into their business, so let’s take a deeper look at some important queries about this tool.
Benefits of live chat for Store:
In addition to running your online store more efficiently and getting a better understanding of customer behavior, having a live chat feature on your website can help you:
- Reply immediately.
- Provide users with support even in your absence.
- Provide detailed information about your products.
- Gain loyal customers.
- Interacting more with users can help to build trust.
- Provide a more user-friendly experience and improved service.
- Accelerate the purchase procedure.
- Provide a modern, tech-focused image.
- Reduce technical support costs.
- Increase conversions.
- Never miss another order by 24 7 chat support for ecommerce business
How to take Advantage of Live Chat:
If you’ve already decided to implement a live chat feature on your ecommerce platform, you must now assess its performance. Evaluate whether customers are happy with the experience and if the chat is influencing their purchase decision.
But before reaching this point of analysis and assessment, make sure to take advantage of Live Chat fully. Here are some tips:
1- Use a better point of contact
Previously, customers typically contacted companies by phone or email with inquiries. Unfortunately, these methods can be inefficient and lacking in immediacy.
Despite being an effective communication tool, emails can take companies hours or even days to be responded to.
Though it often serves as a great resource for quickly resolving issues and pleasing the user, occasionally one may experience a live chat representative sending out messages that are overly promotional in nature, thus causing worry or concern.
2- Create a powerful copy and transit it:
As well as responding to queries and providing a great experience, always remember that the ultimate goal is to make the sale.
Therefore, you should use the chat window to communicate effectively and persuade the user to start a conversation.
Some companies entice visitors with a seemingly enticing message about a special discount, showing the closed window which customers love, as it usually gives them access to a better price.
Other businesses employ it as a means for customers to submit their info when staff are not available, so they can quickly get in touch and not go somewhere else.
To achieve the best results, you should experiment and pay close attention to each window’s copy so that it piques the user’s interest in your business.
3- For Customer Service Excellence.Ensure that your chat support representatives are properly trained for excellent customer service:
If you want to build a connection with the user, start by understanding how they communicate via chat. If they’re using informal language, you can do the same but try to keep your tone professional.
Conversely, if the answers provided by team members are not quite accurate, demonstrate your naturalness and practicality; make it clear from the beginning that you will be able to resolve their issue. Therefore, investing in training your support team is a worthwhile endeavour.
4- Avoid Automating your Responses:
Many live chat systems enable you to create templates to save time when responding.
I don’t recommend this because customers want to speak to real people, not robots— something that impacts their buying decisions.
Repeating the same questions can occur, so having a preset template with prepared questions could be beneficial as long as it aligns well with the brand and their image.
If In-House cost is higher you can go for outsourcing it to specialised ecommerce live chat support. OutsourceLiveChats (OLC) is offering 2 weeks free trial and free software integration.
5. Capture leads
One of your objectives should be to obtain the user’s email address, providing them with comprehensive information about the product or service of their interest. Email marketing in eCommerce has amazing potential for businesses.
The seller needs to determine the best timing for requesting personal information, ensuring that it does not come across as intrusive; thus, their challenge entails both helping users and obtaining such data.
Here are a few tips for asking users for their email address at the right time:
- When they inquire about the cost.
- If they request details about a product.
- If they have any questions and need customized solutions.
- If they show an interest in continuing the conversation because they have further questions.
Live chats are incredibly helpful for online businesses. But if you’re looking to save time by automating messages and hiring software, you’ll miss out on the opportunity to connect with customers. People want real people on live chat who can answer their questions, provide valuable support, and build meaningful relationships.
