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Live chat software and its contributing benefits towards online retail stores
Live chat software and its contributing benefits towards online retail stores
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Live chat software and its contributing benefits towards online retail stores

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No one likes to be kept waiting. Time is considered to be money and mostly all online shoppers want everything to be done at a fast pace.

No one likes to be kept waiting. Time is considered to be money and mostly all online shoppers want everything to be done at a fast pace.

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  • 1. Live Chat software and its benefits towards online retail stores No one likes to be kept waiting. Time is considered to be money and mostly all online shoppers want everything to be done at a fast pace. This is why many online retail stores are turning towards implementing live chat software onto their websites. The tiny chat button placed onto the website does have its advantages including offering the customers instant assistance. However, this isn’t the only advantage live chat is offering. Increasing customer satisfaction If one wants to improve customer satisfaction then using the live chat software is the best way to go about it. If customers are stuck at a specific place on your site and you have no live chat option available then chances are they won’t return to your online store in the future. Instead, they’ll most likely turn to a competitor who does offer live chat support on his website. It is for this very reason why the successful online retail stores are no longer considered to be boring but they are now taken as interactive. These stores know how to tap into the needs of their customers. Online stores which offer live chat services are more likely to have customer retention as compared to those who don’t offer such services. Reducing costs Offering live chat support allows you to reply more efficiently to your customers. Chat operators are able to multitask and handle multiple clients simultaneously. This allows companies to hire fewer chat operators since they are able to offer their services to multiple customers as compared to an operator who handles phone calls (who is only capable of assisting a single client at a time). If the business is small (an SME), then customer support can be handled single handedly by the owner who won’t have to hire any additional reps. Increasing sales Implementing live chat support onto your website has proved to increase revenues through sales. This is because offering live chat services can leads to happier customers, happier customers can be convinced to make their purchases; hence, putting a hike in sales. A satisfied customer is more likely to purchase more than unsatisfied customer. Reducing Shopping Cart Abandonment The rate of abandoned shopping cart is a very pressing concern for online retail stores. Customers can easily abandon their carts if something dissatisfies them. They are then likely to move on to another site. No business wants to see its customers going to another business to offer them their purchase. For this reason, a chat should be initiated by a chat operator as soon as he sees that a customer has been on a page for too long. This could mean he is stuck or cannot find what he is looking for. By using the chat tool, the abandonment rates can be kept to a minimum.
  • 2. Solving Problems Since live chat is a tool that offers instant help, a chat operator can easily solve any problems his customer may be having in a short span of time. You can easily contact your customer and address his needs further, which allow you to act according to what you learn from them. In conclusion, implementing the live chat software onto your online retail store can be very beneficial. It will lead to happier customers andwe all know what satisfied customers lead to better business.

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