What are your efforts in giving your customers an excellent live chat experience? Are you allocating enough attention and resources to it? Or the better question is, does your website even has it at all?
Today’s reality
Here’s what today’s reality implies: This generation is fast becoming tied to digital technology which leaves people with a wide array of options. These options allow the market to compare deals, the quality and price of the product, and the manner of transaction involved. With only a few clicks, they can find what they are looking for in the internet. As people continue with the practice of doing their transaction online, the e-commerce industry also continues to grow. In fact, a report by eMarketer estimated that global retail e-commerce sales will grow up to $4.479 trillion by the end of 2021.
Do you think you deserve to have your fair share of this growth? If yes, do you think you adapted well?
The power of live chat service
Aside from social media, live chat is one of the most important tools that allows instant communication with your website visitors. Using this communication channel, your online visitors can browse your product or service offerings and chat with one of your customer service representatives simultaneously.
You have to make sure, however, that you are harnessing the power of your live chat. Aside from connecting with your brand, its purpose is also to give your customers ultimate convenience and professional customer service. Through this, they will have positive live chat experience.
Positive live chat experience boosts e-commerce sales
If your online visitors are satisfied with your service, they are more likely to convert into customers. At the same time, it can also increase the number of your repeat customers.
The bottom line? A moderate increase in customer experience generates an average revenue increase of $823 million over three years for a company with $1 billion in annual revenues, according to a Temkin Group report. How is such an increase possible? According to the American Express 2017 Customer Service Barometer, “U.S. consumers are willing to spend 17 percent more to do business with companies that deliver excellent service, up from 14 percent in 2014.”
Aside from providing good customer experience, your customers themselves prefer websites with a live chat option.
As many as 77 percent will not make a purchase if a website does not have live chat, according to a FurstPerson study. Additionally, an ICMI report found that online visitors who use live chat are worth 4.5 times more than those who don’t.
Delivering positive live chat experience also has the tendency to create your brand more loyal customers. In fact, Emarketer found out that 63 percent of customers are more likely to return to a website that has a live chat option.
Is the quality of your live chat service good enough?
A customer’s live chat experience has a huge impact on his or decision when purchasing products. As a business owner or executive, you should think of strategies on how you can capitalize on it. Is your live chat service good enough? Do you have enough staff who will handle all inquiries and concerns that your e-commerce receive through live chat?
If you believe that you are doing well — there’s a good conversion because of your live chat service — then that’s good. However, if you have a hard time managing it because you are short of staff and you can barely reply to those messages, then you have the option to outsource it to a reliable third-party company. As long as you choose the right partner, you will be assured that your customers are properly taken care of.
Live chat is a very powerful tool in today’s digital age — as long as you harness its full potential.
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