You don’t have to be a marketing expert to know that customer service plays a crucial role in business. Your customers are the ones who spread the word about you and help grow your customer base.
Many eCommerce websites have been adding live chat support to their help desk software in order to provide real-time answers rather than having customers leave their websites. Real-time chatting with a customer support expert not only builds customers‘ confidence during their shopping experience but also helps to improve your conversion rates. According to a survey of online consumers, 68% engage in live chat and 63% prefer getting back to a website with live chat for repeat purchase.
Reasons Why Live Chat Is Important
Increase sales and conversions
No long queues & frustrated customers
With Live Chat, you can not only assist your customers instantly but also save them from the hassle of going through long automated menus before they can speak with a person. From a customer’s perspective, this alone can turn them into happy customers and from a business’s perspective, live chat helps one step towards achieving your goal for world-class support.
It’s no secret that customer support can be expensive.
When you walk into a physical store, the retailer gets the chance to build a rapport with you during the sales process. This helps them establish trust and make the sale. But online, you can’t do that.
Consumers’ are naturally sceptical of buying things from people they don’t know. It’s human nature. But, with live chat, you can have a direct conversation with your buyer that allows you to build trust and close the gap between online and offline purchases.
Trends found that 90% of customers said the “Live Chat” button gives them confidence that they can get help if they need it. Without live chat, you’re going to have to work a lot harder to build trust with your website visitors.