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