Imaging that you want to buy a hunting gun.
You enter a gun store and take a look at the shelves filled with guns.
Then you realize that you have no idea what gun you need.
You look around trying to get some help, but don’t see any salespeople. The shop is empty. You notice a small note hanging on the wall, with a contact telephone number written on it and an email address.
What would you think about the company?
Our guess is that you’d probably leave the gun store to go to a different one.
This example might sound ridiculous until you realize that this is the most popular scenario in e-commerce, where a website visitor is visiting a website and doesn’t get help.
Once they want to get advice on what to choose, they need to send an email they wait a couple of hours or even days to get a response. Sure, they can also make a phone call, but many customers will, especially millennials who hate making phone calls.
And if your shopper lives in a different country, calling can be very expensive for them.
Luckily, it doesn’t have to be this way. Thanks to a simple application it’s possible to take real-life standards into the online world.
Say hello to live chat.
Here are a few reasons customers love Live Chat
Live chat might be just a simple application used as a form of communication. It can also be a powerful e-commerce tool providing valuable information about customer service performance and sales conversions.
Regardless of the way you want to use the application, it will bring your business a lot of great benefits and happy customers.
We all know why email is so imperfect. It takes ages to receive a response via email. A phone call also seems to be a horrible solution for all those who want their problems solve fast, in one go, without stress.
Offering advice over chats makes it so much easier for your customers to make a purchase. Customers who get immediate answers to their questions make up their minds faster and are more apt to return and buy from you again.
It works the same way as in the real world: if you assist your customers, give them advice and help them make a decision, they are more likely to buy from you.
One horrible thing about phones is that you have to wait in queues. You make a call, hoping to solve your problems right away in just a few minutes, but end up waiting impatiently for a long time instead.
That’s exactly where live chat has a great advantage over the phone.
A customer service agent who works on the phone can speak to only one person at one time. If they are working on live chat, they can speak to three, four, or even five shoppers at the same time.
For website visitors, it means no queues and immediate problem-solving, and for your business – high customer happiness and more sales.
Interested in live chat? Contact us today!