As most of you know, your customer support can either build or spoil your eCommerce business, as it plays a role in building and maintaining relationships with your existing customers. In fact, excellent service is so important to consumers, that more than two-thirds of Americans are willing to spend more on brands with great customer support. In addition, impeccable service can effectively convert a website visitor into a paying customer.
With this in mind, we have decided to share eight reasons that Duvim's live chat support may work for your online business.
1. To Facilitate
Just, live chat software makes it simple for clients to contact your support team. There is no compelling reason to dial a telephone number and tune in to an instrumental tune until somebody from your team gets the call. A live chat tool can quickly connect a customer to a support agent, and, as a result, enable customers to receive immediate answers to any questions they may have.
Explain that a prospective customer wants to know if you can ship the item to their place and what your shipping rates are. If these are commonly asked questions, you can set up a FAQ section in your chatboat, which will automatically answer such questions.
In addition, chatbots allow customers to multi-task. For example, when a customer is waiting to start a conversation with an agent, they can do something else, such as paying their bills online.
With the live chat tool, the days when a customer has to pick up the phone and stay on hold for hours are history.
2. To Save Operating Costs
A major benefit of implementing live chat software in your business is that you can save money. Here's the thing: Customers usually contact you via phone or email. However, it is time consuming for both the parties involved. It can also be quite expensive because you have to hire people to answer the phone and answer the email.
However, live chat allows your customer support agents to address multiple queries at the same time. Therefore, you cut down on labor costs while allowing your team to be productive.
Likewise, live chat empowers you to streamline your customer support process as it permits you to determine and resolve customers issues at the first time, reducing instances of having unresolved backlogs. As a result, your second and third tier customer support agents may focus on more advanced issues.
3. Have A Competitive Advantage
According to Josh Legaard from Kick Off Labs, live chat support allows you to differentiate your eCommerce business from others.
First of all, it allows you to answer customer queries quickly. Since the live chat tool you do not need to put any incoming requests on hold as you can address multiple queries simultaneously.
Second, live chat makes it convenient for customers to contact you. Not everyone is comfortable talking to anyone on the phone, and thus, it is an online tool that enables these types of people to contact you at any time with minimal effort and concerns.
Third, it allows you to resolve issues as soon as possible. There is no need to move or postpone the ticket resolution unless it is absolutely necessary. Therefore, live chat support prevents any interruptions from occurring in the customer support process.
Therefore, if you feel that your customer support agents need reinforcement, consider investigating Duvim which is bound to give you a competitive edge.
4. To Improve The Online Experience
As mentioned earlier, live chat support software makes it convenient for customers to contact you. There is no need to stop what they are doing to get in contact with someone. Instead, they can just visit your website, open a chat widget, send their query, and reply to the support agent at the other end.
Additionally, implementing live chat support allows you to rescue as many abandoned trains as possible, as 57% of online customers abandon their purchases if they fail to receive immediate answers from customer support.
In addition, providing immediate assistance to someone on the fence while shopping is one of the best features your online store can provide. By doing this, you are able to improve the online shopping experience of the customer and increase the chances of generating sales from their journey.
Simply put, when talking about the fulfillment of eCommerce, Duvim's live chat software can be very useful.
You May Also Like To Read: Do You Know Live Chat Software Improves Google Ranking? Know It How?
5. To Gather Better Customer Insights
In addition to providing excellent support to customers and generating sales, live chat allows you to learn more about your buyers. This allows you to collect customer data, which comes in handy when creating an effective marketing strategy.
First and foremost client information allows you to acquire better client experiences, which are valuable when searching for approaches to improve your products and services. It should go without saying that you can also use this data to decide how to promote your business and enable it to grow in the best way.
However, for this to happen, you need to review your chat history and scripts. From that point, you can accumulate a great deal of significant data, for example, oftentimes posed inquiries that highlight regular client problem areas. You can also use this data to gather common words and phrases that your customers use to describe your products.
6. To Generate and Nurture Leads
The thing here is that not everyone who visits your eCommerce site will buy you right off the bat. Nevertheless, there is something you can do that will encourage your site visitors to come back.
Fortunately, Duvim's live chat software can also work in this type of situation. You can use your live chat system to collect contact information from your website visitors which can then be used to follow up with them.
However, for this to happen, you must first set up your live chat system to collect customer information before a chat session begins. By doing this you can identify your customers, provide them with a personalized experience, create an avenue to nurture your relationship and enable you to turn them into paying customers.
7. To Provide Customer Satisfaction
The live chat tool was designed to provide immediate and memorable customer service and support. In fact, it has the highest customer satisfaction rate among all customer support channels as it allows you to provide instant solutions in the most efficient way.
For example, say that a customer wants to know whether the purchase of various products on your online store qualifies them for free shipping. All they will need to do to find the answer is to open the chat widget, send a query, and then wait a bit for the answer.
There is no need to call someone on the phone and stay for minutes or hours, just to get an answer about something that can be answered with "yes" or "no".
8. To Build Meaningful Relationships
Although eCommerce generally facilitates you and your customers, the platform also presents a challenge when it comes to customer creation as it is natural for customers to engage in transactions with someone Be skeptical about what they have not found personally. However, you can reduce your customers' concerns with Duvim's live chat software as it allows you to have a direct conversation with them which can help you build a meaningful relationship.
Conclusion
Duvim's live chat software allows you to work on providing customer satisfaction while improving your sales and cutting operating costs. This allows you to create meaningful relationships with your website visitors by talking with them in real time.
Keep in mind that live chat support service is integral to gaining customers and successfully increasing your sales. Thankfully, Duvim offers the best value for your money, so you can be sure that you will be in good hands! And one last thing - if you're in the market for a free, yet powerful live chat solution, check out this offer by Duvim.
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