One of the challenges faced by customers while shopping online is that they do not have access to someone who can help them live in real-time. Businesses are aware of this. Therefore many have installed chat support on their eCommerce sites. This is definitely a commendable move. According to a recent report by Software Advice, almost half of online shoppers surveyed prefer using live chat to get some quick help while shopping online. We believe businesses who have installed live chat on their eCommerce site will be able to attest to this.
For those who have not, here are the top 4 reasons why live chat matters, and I hope this convinces you to at least take the first step of exploring the different options you have in installing live chat support on your eCommerce site. Here you go:
1. Live chat is an excellent way to enhance the online shopping experience.
Many online customers want live help from a real person while they are shopping. It’s pretty consistent to how customers shop in the real world. According to a research conducted by Bold Software on the online shopping habits, it was found that 63% of respondents were also likely to return to the website that provides them better experience through live chat and live customer service, and 62% reported being more likely to repurchase from that site.
2. Live chat software has consistently demonstrated that it can save time and money.
Some of the most notable cost savings are (1) Reduction in overall contact center costs due to lower average interaction costs. (2) Increased efficiency as live chat enables customer service officers to handle multiple chats simultaneously, thus reducing the need to hire more CSOs.
3. Live chat increases customer trust, and in turn, increases sales.
Live chat feature enables customers to get their doubts answered in real-time and this increases the customers’ confidence and brand towards the business. With increased confidence and trust, naturally it will motivate customers to shop more, hence increases sales.
Also read: “Why the Insurance Industry Must Go Digital“
4. Live chat provides immediate access to customers’ pain points.
If a customer spent a few minutes browsing on the website, yet they did not end up making a purchase, this is a big hint to businesses that their needs are not met. A live chat feature gives opportunities for businesses to engage and understand the needs of the customers better. With this understanding, businesses are able to make precise recommendations on a product/service that can meet the needs of the customers. This, in turn, prevents/reduces potential revenue losses.
Based on these reasons, it is undeniable that live chat feature is necessary. In short, chat feature on eCommerce sites will enable businesses to reduce any obstacles or difficulties that customers may face and in turn, increase the rate of conversion.
There are many available options for businesses to install a chat feature on their eCommerce sites. There is no need to build from scratch. However, granted that not every business may be aware of the available options. As such, do drop us a note and we will share with you some possible ideas.
If you are looking at building a live chat feature from scratch. Our humble advice is: talk to us before embarking on this journey. It can be quite painful. Let us remove the pain from you. Contact us to discuss with us at www.qiscus.com or e-mail us at [email protected] for a free consultation.