Why Your eCommerce Website Needs Live Chat

September 23, 2015 Written By Yogesh Trivedi

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When you are getting a new eCommerce website, there are quite a number of challenges that you may face.  The challenge continues till you are able to generate reasonable profits through your eCommerce website.  However, there are plenty of tools designed so as to facilitate the online entrepreneurs to face the challenges.

Live Chat support is considered to be one such tool that helps the business owner connect with his customers and establish a strong rapport with them. It is one of the eCommerce store customization services that the online merchants can make use of in the direction that it favors the growth of the business. Here in this post, you will learn how this feature will help your online business to grow.

Here are the major benefits that your eCommerce store can get with the help of live chat support:

When you are connecting with your customers, you will be able to convince them into buying products from your store. If for any reason, they are not buying it, you can ask them the reason and give them a convincing answer so that their inaction would turn into a positive outcome for your sales.

Immediate Medium of Communication: 

Whenever you are having a concern, you are being asked to express the same through emails. You will have to wait till you get a response from the eCommerce store. And this generally runs into a day or two.  When your concern is not addressed to immediately, what is the fun in writing to them? Few of the customers do not wish to express themselves through emails. For such people, live chat support is a means of communication with a difference, wherein they can get immediate answers to the questions they have in mind.

Yet another survey pointed out that it is the middle aged group who is making the best use of the live chat feature.  Responses in the live chat are quicker, quicker than the telephone! Regardless of the age, people who wish to get a few sensitive questions answered and would like to maintain anonymity too make use of this feature.

Increase Customer Retention:

Research has proved that if a customer gets good buying experience from one store, it is because of their unique eCommerce store customization , there is bound to be frequent visits to the store again. The chances of selling products to an already existing customer are very high when compared to the chances of selling products to new customers. It is just for this reason that every online store should incorporate a live chat support option in its eCommerce website.

Again, studies have proved that live chats have been able to pep up the customer retention rates significantly.  Majority of them who chatted showed positive inclination to come back to the eCommerce store.

Enhance Satisfaction Level:

According to a survey conducted by econsultancy, this live chat feature has been found to give great satisfaction levels to the shoppers when compared to other means like the emails and phone conversations. The results are arrived at after surveying 2,000 customers on the experiences they had at different customer service outlets.

Live chat, as the name indicates, allows the customers to interact with the real person, then and there itself. There is no need to make a call or wait till the call is answered. The customers can also remain anonymous and this factor makes it even more comfortable for the customers to open up freely and express their concern.  It is this quickness of response that makes it a very feasible option for the business owners too. In turn, they can have a happy customer base.

Be Unique To Be On Top in This Tough Competition: 

One does not have to make a special mention about the competition that exists in the markets nowadays. Regardless of the niche to which a given business belongs to, there is ample competition for supremacy. So, it becomes all the more essential to stick your head out in the fray.

When you incorporate live chat support in your eCommerce store, you will be able to cater to the needs of your customers well. Learn from them the positives and negatives of your website and then work on bettering the same.

This feature is currently considered as the best tool to attract customers as it offers more value to their overall experience on what your website has to offer. Those customers who use this feature are found to be more likely in engaging in buying behavior than who do not. Majority of the customers prefer to have personal interaction and the business owners too prefer the same.

Improves Conversion Rates: 

All online merchants would want to have everything that will help them generate more revenue. When interviewed, online consumers said that when their doubts are answered immediately by a real person while they are in the process of buying something, it is wonderful!  Such kind of a feature is what every website should offer.

Incorporate the live chat feature in the eCommerce website design. Have the right agents and train them in such a way that they can tackle the questions related to various products and services that are being offered on the website.  Get an understanding of what the common scenarios would be in a live chat. By optimizing the live chat conversations one can see that there is a better inflow of customers to the business.

Adding live chat support feature on your website is found to be highly beneficial in getting more business. Hence, do not overlook the significance it has in expanding the reach of your eCommerce venture worldwide.

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