Use Support Chat Software to Boost Consumer Confidence

It’s time for a pop quiz! What gets bigger year after year?

 

Still, not too sure? You might be inclined to say that your waist line grows larger every year and that may just be true. What I am referring to has little to do with how much you weigh, and has everything to do with e-commerce sales. Last year, U.S. retailers generated $231 billion in e-commerce sales. It’s expected to increase 13% to $262 billion. But why the whopping jump? Forrester (forecasts technology and market research firm) believes existing online consumers are responsible for the growth of e-commerce.  They believe early shoppers that purchased “low-consideration” goods such as MP3S and movies are now purchasing “high-touch, high-consideration” items like appliances and furniture. For an e-retailer, this news signifies a good year ahead. They should use support chat software to enhance customer experience on their website. 

I’m not saying there aren’t first-time buyers in the online marketplace. Forrester reports 4 million people will exercise their pocket vote for the first time in 2013. While, it’s always great to sell to new customers, your focus as an e- retailer should be to cross-sell and up-sell to customers who are already familiar with the world of e-shopping. This is because such customers do not need to be trained how to shop online. They already have considerable experience and are now looking for an e-retailer that sells products of the highest quality and on agreeable terms. What they are looking for is someone to build their confidence in buying a product they have never purchased before. After all, a “high-touch, high-consideration” product is more expensive and if it is not purchased from the right source, severe consequences can follow. E-businesses can rely on live support software to increase their confidence!

Live support software is an online CRM application which e-retailers integrate on their website. This web-based tool appears as a chat API and remains active around the clock. As customers move around the site, customer service representatives (CSRs) monitor their online activity. After assessing keyword searches and the webpage duration, CSRs send a proactive chat invitation to initiate a meaningful discussion. Once support chat software commences, CSRs get to the bottom of everything! They can navigate browsers around the website to help them discover the exact information they were searching for. CSRs can also explain thoroughly all aspects of the product features and delivery options.

Measure Your Customer Service Excellence with Best Live Chat Software

Measuring customer service quality allows online retailers to know where they stand in competitive online market. Why is that so important for vendors to know their status in online market? Given below are some reasons for determining your position in online market.

• You can judge progress you made in different marketing situations
• Draw comparison of your products and services with your competitors
• Uncover flaws in your business, no matter technical or other
• Endure the heat of tough marketing competition
• Make timely improvements
• Develop strong customer relationship which will increase possibility of repeat purchases
• Enhance customer service experience which in-turn will keep you on the winning streak even in tough marketing situation

What could be the most convenient way to measure the level of your live customer service? Knowing about your customers service experience is no more a hassle now, as best Live Chat Software on your business website not only serves as a customer service tool rather it also helps monitoring and measuring your service quality through post chat surveys.

A post chat survey usually appears in the form of a dialogue box to customers and web visitors right after the moment they finish their chat sessions with the live chat representatives. The purpose of this post chat survey is to take customers’ feedback regarding their recently finished online chat session. Moreover, it also allows customers to give comments about the operators from whom they received help during the chat.

Post chat survey provided by live chat support software is also useful in way that it allows online retailers to take direct opinion of the stakeholders, which keeps a significance importance for online business. For each survey, a live chat operator can generate number of questions according to his choice.

On the short note, best live chat software is helpful customer service tool on your business website as it not only soothes communication between a customer and a prospect, rather it also allows to conduct surveys to learn about your visitors visiting your website. Post chat survey provided by this tool helps getting customers’ feedback, which in-turn helps online retailers to judge their progress in online market.

How Live Chat Software Eases Checkout Process During Online Shopping?

 

The more rampantly online business is making the progress, the more ubiquitous challenges it is facing due to tough marketing competition.  One of the biggest challenges which online retailers are going through these days is ‘Shopping Cart Abandonment’.  Although,  there are a number of reasons for the online shoppers to abandon their shopping baskets but here the focus is on how the ‘Checkout Process’ becomes a factor for visitors to leave a page before making a purchase and in what ways Live Chat Software has helped solving the issue.

Shopping cart abandonment rate statistics revealed that 11% of the online shoppers avoid the finish line while making a purchase due to complexity of check out process. Usually a checkout process is quite lengthy as it comprises of several subsets and covers many pages of the website. Therefore, customers find this process quite time-consuming and stressful ultimately causing them to switch to other easy options.  However, Live Support Software provides several choices at checkout to encourage customers to make a purchase. Given below are main concerns the customers express during checkout process and see how Live Chat Software helps fixing these issues.

• A survey has shown that 73% of the customers want free shipping options at the check-out point. Using Live Support Software operators on your business website can guide customers in a better way about all available free-shipping options. 

• Survey result has shown that 14% of the customers leave the page before completing transaction due to unavailability of ‘Guest Checkout Option’. At times it happens that companies try to get bulk of information from the online buyers before they complete a purchase, this could prove stressful resulting in losing the customer. However, the places, where it is necessary to gather information from the customers, live chat operators provide round the clock help by assisting shoppers in filling the forms. The survey has also shown that 60 % of online purchasers want to know an estimated or guaranteed delivery date at the checkout point for the products purchased.

Live Chat Software has helped online shoppers to understand the check-out process in an easy way, ultimately causing them to end a purchase successfully.

Online Florists can add Live Chat Software to website to deliver on Valentine’s Day

There is no feeling as special as receiving flowers at your doorsteps. Whether, it is Valentine’s Day or a special occasion, online floral boutiques can send fresh flowers on behalf of a customer hundreds of miles away from your home! Although Mother’s Day and Christmas are considered peak periods, online florists witness a tremendous hike in traffic to their websites on Valentine’s Day. In fact, this holiday is the most important time for fresh flower sales and according to Online MBA’s “The Economics of Valentine’s Day”, account for 40% of holiday dollar volumes. Online floral boutiques can add live chat software to website to increase visitor-to-customer conversion!

On Valentine’s Day 2012, Online MBA projected $1.8 billion would be spent upon flowers. According to from your flowers.com, 45% of florists sold mixed flowers while 42% sold red roses. Although, other colored roses, other flowers, and plants were consumer’s favorites, online floral boutiques also sold a variety of merchandise such as plush toys, chocolates, coffee, and spa gift baskets for this special occasion. Consumers placed orders for delivery services either through a local florist website or an order broker. These services differ in fees and delivery options. When a customer places an order with a local florist, they can expect a same-day delivery made by the company’s van and personnel and with an order broker, they hire a third party agent to transfer an order to an affiliated local florist. 

Given the range of products upon an online florist’s website, consumers can make informed purchase decisions with the help of live support software. When florists add live chat software to website, customer service representatives can proactively engage customers through live chat. Upon arrival, a guest is greeted and proffered assistance in real-time. A CSR uses live support software to gauge keyword searches, webpage duration and referral URL in order to proactively engage customers in a one-on-one conversation. This meaningful discussion helps a customer select the best product while having a complete understanding of the delivery and payment methods.

Survive the Heat of Online Competition through Live Chat Support Software

In today’s fast moving world, where there is a nip and tuck competition among different business organizations, one has to come up with something innovative to appeal to the customers. Generally, people venturing into e-business start out by designing a website as it’s the only channel to market their brand in cyber domain. But the question is if that’s enough to for the online retailers to cover the sales marketing agenda. Although eye-catching logos, signs and pictures can raise the number of clicks on a webpage, but still that does not necessarily assure that you have earned clients for your business. The important thing is how you compel your website traffic to eventually become your customers. 

Usually when people visit a website, there are many questions on their mind. So what could be done to answer their queries and thus engaging the web visitors? The answers lies in having a clear channel of communication like live chat support. The arrival of live chat support software has shaken up the world of online businesses. Visitors of a website can be easily engaged with real time help and guidance from the moment they land on a web page to the time they finally exit it. Just like a real life store requires vendors to deal with the customers; an online store also requires the presence of chat operators to engage the traffic by providing them required information.  

Using live support software, operators provide 24/7 service to the web visitors which creates credibility and trust in your products and ideas and consequently, most of the online traffic could be converted into customers easily. Live chat support software makes an otherwise static website livelier, as it helps in building a real-time contact with the customers. The access to instant information regarding product/service and delivery policies through live support software, results in maximum satisfaction to the web visitors.  Chat operators are fully trained to give the quickest and appropriate responses to customer queries. This way live support software plays a key role, not only in acquiring customers but also in getting them back to you for repeat purchases.