Know Your Customers through Live Online Chat
Running an online business you lack a face-to-face contact with your customers during a
purchase process. Absence of a face-to-face interaction somehow creates a communication
gap between you and your customers. Thus, you can’t get information on ‘who your customers
are, what they want to purchase, or ifthey are willing to make a repeat purchase etc. But the
question is why isknowing your customer is important in online business? Gathering some
important information about your customers is vital in many ways; as it lets you find their
needs and concerns so that you could deliver exactly what they expect. It also tells you about
your customers buying behavior.
Knowing your customer, you can deliver him/her a more personalized experience and
getappreciation. Moreover, a retailer’s familiarity with his customer helps building a friendly
relationship between both. The more you know your customer the more effective customer
service you are likely to deliver. However, the main concern in an online business is how to
know your customer in the virtual business world.Although, conducting a market survey will let
you know your customers but this will cause you to invest a lot more money, time as well as
Implementing live online chaton your e-commerce website, you can know much about your
customers justby putting in little efforts.
The biggest difference which live chat makes in knowing your customers is that, it allows you to
know each of the customer personally so that you could deliver exactly what he/she wants;
whereas a market survey lets you know about an overall customer behavior. Getting
personalized assistance always comes as a good experience for most of the customers. Using
live support software, on their e-commerce website, the chat agents can have one-on-one
contact with their customers. Customers have to fill a pre-chat form before starting a text
based conversation with the online chat agents. Pre-chat forms give basic and useful
information to chat agents so that they could ask relevant questions from their customers or
could provide them more accurate answers of their queries.
When a chat session ends, live online chatoffers a post-chat survey to the customers, where
they can add their comments, views and complaints. Collecting this data will not only allow you
to judge the level of service you provided but will also help you know about your customers’
The tracking feature of live support softwareenables chat reps to locate visitors on their
website and even they can know what they are looking for and for how long have they been
here. Gathering this information, the chat agents can catch customers proactively right at the
moment they are in dire need of help. This timely approach will increase your sales. The
mostcrucial stage in the online buying process is ‘checkout’ stage where customers are likely to
abandon a shopping cart. However, keeping a track of your customers’ activities you can catch
them at the checkout stage and can entice them to continue purchase process. Additionally,
using keywords search, referral URLs you can know what items your potential customer is
looking for and what geographical location he belongs to.
Undoubtedly, implementing live online chat, it has become quite convenient for online retailers
to gather useful information about their customers.