Shopping is one of the most popular internet activities worldwide. Globally, retail eCommerce sales are projected to reach 4.8 trillion in 2021. So it is important to have a fast communication channel to provide an instant solution to customers. Live chat is the preferred method of communication for online shoppers. It is the best way to answer questions, while business gains more leads and builds trust with customers. It assists your customers through the purchase, solves their queries and guides them to checkout. Live chat provides the highest satisfaction level for any customer service channel i.e 73%. The following are the ways in which live chat can be beneficial for the e-commerce industry.
1. Increases Conversion Rates
Many times customers visit your websites but don’t convert because they don’t receive the answers to their queries. Live chat allows you to instantly interact with your customers and provide the solution to the customer's query and increases the possibility of making the purchase. Live chat can increase conversion rates by an average of 20%.
2. Cuts Support Costs
Live chat can lower your customer service cost as compared to phone and email services. Live chat agents can handle up to 6 customers simultaneously and solves their queries for the first time. It allows a few live chat agents to serve the same amount of customers and cuts the cost to half.
3. Pre-chat Survey
Customers visit the website and go if they didn’t receive the solution they want. So it becomes important to identify returning customers. The pre-chat survey solves these issues because they make visitors to your website present themselves by name and email address.
4. Valuable Insights
Live chat software provides analytics tools that allow you to stay up-to-date with customer satisfaction. It provides a report of total chats, customer satisfaction, response time, duration of chats, and the number of available operators. It also provides staff performance reports which include a number of fulfilled chats and resolved issues.
5. Improves Website Experience
One of the benefits of live chat is that it reduces the bounce rate. It allows you to connect with your customers in real-time to answer their query and significantly reduce website bounce rate. By placing live chat over the pages across your website, agents can head on customers navigate the right thing they are looking for.
Live chat is easy, quick and doesn’t involve any face or voice time. It offers great customer service, improves sales, develops customer loyalty and even reduces costs.
Looking to Outsource your live chat work? Suma Soft’s live chat service team can help you. To get a cost estimate of our live chat services, drop a mail to [email protected]
