Despite the fact that there has been a sudden rise in the number of online businesses in the Middle East, reliability concerns about online transactions still hover.

1. ACQUIRE WEB CREDIBILITY THROUGH CUSTOMER SERVICES SUPPORT
Despite the fact that there has been a sudden rise in the number of online businesses in the Middle East,
reliability concerns about online transactions still hover. In fact, it is a challenge all around the world, not just in
Middle East customer service. Today, when it comes to shopping online, many purchasers have doubts about
disclosing their personal information to a website. With media bearing out several cases of bad online
transactions and fraud, the fear of being cheated or going through a lot of hassle has become a common one.
Having said that, though, customers prefer to trust and would very much like to take advantage of the
convenience of online shopping, in the Middle East and the rest of the world. It is, therefore, very important to
impart a professional and pleasing experience to shoppers so as to build the foundations of a credible
relationship with them, whereas trustworthiness has become more of a complex problem in cyber world of
shopping at present.
There are various ways to make customers feel safe about online business. Given the fact that it is not a face-
to-face contact, all concerns and anxieties about online interaction can be alleviated simply by establishing your
credibility and demonstrating that you value your clients. From navigation of the website to payment
processing, the course of action should be user-friendly right from the beginning because, in the end, it is all
about people not technology.
Live chat software is a tool by which one can easily gain consumer confidence. Having accessible customer
support round the clock can ensure credibility of your brand and increase overall conversions. By solving issues
and answering questions of the purchasers at the point of sale, Live Chat operators can convey comprehensive
and experienced support in a timely manner. A two-way communication channel engages the customers and
enables them to participate in a real-time contact. The availability of live chat support signifies that your
company is competent and ready to go an extra mile to fulfill customer expectations. Following are some of the
points that explain how Customer Services Support is important to nurture credibility for businesses.
An access to a live person, even after the customer has made a purchase, can be very reassuring. For the visitor,
it can be very comforting to be assisted and encouraged throughout the entire shopping process. By bringing a
human touch to online customer service, company reps can begin an interactive dialogue with the customer,
thereby curtailing the chances of shopping cart abandonments. Live Chat technology allows people to hold real-
time dialogue with operators and actually have a two-way communication without going off course – not too
personal for business yet still casual and convenient for the customer.
Understanding your client is very important to building a good business relationship. Live chat software can
gather all the information about website visitors and the type of information they are seeking. The tracking
component of this software can easily show how a visitor got to your website, how they scroll through it and
which pages were able to hold their interest. One of the reasons an online store fails is because companies are
unaware of the visitor activity going on their website. Live chat software enables you to know all about this
activity, which helps you identify and accurately anticipate consumer requirements. The more you know your
customer, the stronger your bond with them – i.e. the greater their loyalty to your brand and company.
Chat with customer service serves as an accessible, on-demand and effective communication channel for
reaching out to your potential customer base. Investigations show that two-thirds of consumers in the Middle
East use the internet to research products and services. According to The Middle East and North Africa Digital
Consumer Report, 66% of consumers in MENA are using the internet to look for products or items to buy prior
to purchase. Of these respondents, 48% use the internet occasionally and 18% use the web regularly to
research products.i These facts and figures reinforce that whenever having a problem with a service or product,
the majority of customers go online to seek solutions. Therefore, chat with customer service comes as an
immediate assistance tool for those people who are reluctant to make a phone call or wait for that late reply to

2. an email so as to have their problems sorted promptly. With Live Chat, experts are available to assist
customers 24/7, irrespective of the hour of the day or their location.
Customer service is all about response. Immediately answering queries is always appreciated by your customers
and goes a long way towards establishing credibility of your products and services. Before making a purchase,
consumers always research a product or service online. While they browse your website, all solutions to their
problems are just a click away with live chat widget. Answering back instantly would create a feeling that you
care about your clients, hence building a foundation for that sought-after reliability and trust.
Providing customers with correct information also adds to their inclination to stick with you. When a website
visitor is unable to discern relevant pieces of information, Live Chat allows a direct access to an authentic
treasure trove of information straight from the experts and at visitors’ fingertips. Thus, if there is ever a
problem, a capable intervention on the website would make it much easier for the customers to solve it.
The rapport that you establish with your client or customer is crucial in developing your business over time.
Proper leverage of trust enhancing elements and easy accessibility to Customer Services Support would
certainly improve credibility and thus directly influence your online business in the form of higher conversion
rates as well as lasting customer relationships. Many shopping cart abandonments happen just because there is
a trust deficit and consumers always like to buy from businesses they are sure about. Earning the trust of
customers is critical in any company's long-term success. It is more difficult to acquire a new customer than
upselling an existing one. Building communication channels like live chat, which show your commitment to
authenticity, security, and reliability for the online shopper, would certainly build consumer confidence and
lead to better online sales.

3. i “The Middle East and North Africa Digital Consumer Report” - Research by Econsultancy and Real Opinions, 2 October 2011 by Aliya Zaidi,
Research Manager, Econsultancy. A pool of over 100,000 internet users was surveyed across North Africa, the Levant and the Gulf States,
examining in detail consumers inclination to the use of online channels including mobile, social media, search engines and email.