‘Live chat’ functionality has become an increasingly familiar element among the wealth of customer support options offered by ecommerce sites, alongside the likes of social media links, telephone numbers and email addresses.
However, the benefits of incorporating such a feature into your brand’s own online store could be wider-ranging than you initially expect. Below are just a few examples of what we mean.
Customers are comfortable using it
Anything that could help to cultivate a good relationship with a customer from the earliest stages has to be a good thing for your ecommerce store, and there is both formal and more anecdotal evidence to suggest that customers are comfortable with using live chat functionality on a website.
One study last year, for instance, found that 43% of customers have previously used live chat. This shouldn’t be too surprising, given that it’s much like the chat programs, online messengers and text messaging that many of your customers will already be accustomed to using in their personal lives.
It’s quick to use
As they say, time is money. It’s therefore helpful for both the customer and the ecommerce business if visitors can receive swift responses to their queries – whether about the given company’s products, services, delivery costs or something else altogether.
As soon as a visitor initiates a chat using such software, a customer service representative on your business’s side can be notified of this straight away and provide an immediate answer.
This could be especially important if the customer’s query concerns an issue that is preventing them from completing a purchase. In such circumstances, your ecommerce store’s live chat feature could make the difference between a clinched sale and a lost sale.
It helps to replicate the ‘high street’ shopping experience
Sure, your customer service representative can’t pick up a product and present it to the customer for them to touch. If the customer has any questions about a product, though, they can ask them... and perhaps also any secondary questions springing from the answers given to the first ones.
In the process, you will be able to answer questions in relation to such specific matters as product selection and availability, and even any related products that you may recommend to the customer, in light of their specific requirements.
A live chat feature, then, can help to restore some of the ‘humanity’ to the shopping experience that may otherwise seem at risk of being lost when one switches from offline to online retail.
The above aren’t the entirety of the benefits that you could see from embedding a live chat feature into your site, with others including the opportunity to gather invaluable data about your customers, as well as the cost savings that it can offer over other forms of customer service.
Could live chat functionality be central to the customer service offered by your own next ecommerce site? Don’t hesitate to contact our experts in custom website solutions for a more in-depth chat about the requirements that you have for your firm’s online presence.