In a physical store, how many times have you heard "Excuse me, do you?" Have you scanned the aisles for uniforms and nametags? If you're like most buyers out there, more than you can count. Employees are there to offer help and this help often leads to either finding the right product, or assuring that the product is right for the buyer.
The process of getting answers from an online store can be a lot more complicated. In a physical store, questions are answered either with the help of a store employee or through the customer's own observation. When questions arise in an online store, which they often do, the customer is forced to abandon their online shopping process to either pick up the phone and wait for help or send an e-mail to respond. Online shopping should be quick and easy and none of the benefits should be affected by slow response times to queries. A live chat support program can help facilitate online shopping.
There are many reasons why live chat software is beneficial for an online business.
1. Provides Quick and Easy Online Help
With live chat software, you can offer real-time live support and live customer support at the exact time and example your future customer needs answers where they are (online) and without anything else. (Such as a telephone or e-mail account). The process is easy for the customer as well as the merchant.
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2. Saves Money and Resources
While telephone support should always be available, live online support is less expensive incurring the cost of using a toll-free line more and paying additional phone operators. * The chat system also saves time by allowing chat operators to send pre-made responses. To copy/paste frequently asked questions and links to quickly send customers to the pages of the site.
3. Reduces Shopping Cart Abandonment and Increases Sales
An unanswered question can make online customers reluctant to complete a purchase, and who can blame them? If you weren't able to hunt down a physical store employee to get your help exactly when you needed it, you could also live without the product. You are likely to see an increase in the browsing-to-purchase ratio in quickly answering questions. Easy access to a live person on the live chat program builds customer confidence to complete the purchase, increasing the merchant's chances of creating satisfied and returning customers.
About 62 percent of Internet users said they would buy more products online if live customer support was available. Live chat software has become a must and not only is not having this on your site not benefiting your business, it can actually harm it!
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