Effective and Efficient Live Chat Technology for Online Retailers

Gone are the days when telephones and emails were in galore as a customer service tool. Now live chat technology is definitely ahead of its game when it comes to customer experience. Although the email is one of the leading forms of communication throughout the world, live chat technology is catching up fast, especially in Canada, United States, Mexico and other parts of the world.

Every business requires efficiency, accuracy and conviction to give back revenues. The retailers with live chat tool on their website have the ability to interact and answer their queries to close the deal in your favor.

Live2Support live chat software has many intelligent features which help retailers to target and engage key visitors and customers. This solution lets store associates handle payments and answer customer queries independently. Live chat tool is a leg up for eCommerce business as it boosts the customer experience and serves the visitor at personal level. This technology benefits retailers by allowing visitors to use interactive self service features to get more information about products before making a purchase. This reduces call to e-retailer’s customer service center and inaccuracy on hand written forms.

How this Technology works?
Live chat technology allows text dialogues, co-browsing, reactive chats and proactive chats with customers. This live chat solution helps in tracking customers, analyzing data behind, approach a customer according to his need and preferences, thus improving chat support and conversations by personalizing the experience. The visitor interaction through live chat allows contextual customization so that the visitors can have a meaningful interaction with operators.

Live Chat Software for Online Retailers


How a Retailer can get Benefits?
There are lots of benefits which retailers can get through this live chat software. Live2Support is not an expensive system comparing to the profit and sales it increases. It is one of the easiest eCommunication tools available in the market to boost a retailers’ sale. With text dialogues, co browsing, proactive chat, reviews and updated details, live chat software allows you to convert a visitor into a customer so you spend less and earn more. It serves a retailer in following ways

  • Customer saves money on repeated calls
  • Handling a customer’s query with documentations and online products
  • Not only live chat helps in the conversion flow, but also help in order value
  • Attending a customer personally on chat could save a sale, which otherwise could have lost
  • Help customer faster with suggestions and canned messages
  • It is prompt, simple to use, fully customizable, secure and user friendly
  • Equipped with powerful and intelligent tools to scale business yet simple and smooth for operators and customers
  • It is feature packed action, working straight out of the retailers’ window
  • Chat from anywhere, even if you are out of the office
  • 77% of the online shoppers would like to make contact with a real person
  • 63% more likely to purchase from the site again
  • 90% consider live chat more helpful
  • 38% of respondent made their purchase due to live chat service

Why Live Chat is Highly Influential for E-Commerce Business

Business needs convincing, accuracy and efficiency in return it provides revenue. An Instant response will be an added advantage to arrest the visitor on your site. It is possible only when live chat allows customers to get answers to their questions or well explained of their products and services in real time. Companies with Live Chat tool on their websites have the ability to interact and answer the questions and close the deal. Live chat provides a leg up for e commerce business as it boosts the customer experience and serve the visitor at personal level.

Real Convenient During Real Time
Live chat is more convenient than a phone call, email or social media for customers. It is an instant response without wait which anyone anywhere will prefer. Added features and convenience will build strong relationships with your customers and strong relationships will generate more business and money. Right from the product page to the deal, the chat operator escorts you with all the queries and questions. An eCommerce site who sells apparels now provide style advice through Live chat which makes customer satisfied and buy the product.

Cost Effective and Cost Efficient
Live chat is a cost effective and cost efficient tool as it often increases the average order value of customer purchases. The customer gets useful advice on what to purchase with all the offers and variety. Once the customer knows that this service is available on this site, he will surely find things through this service. Installing live chat is not an expensive affair considering its conversions and business flow.

live chat for ecommerce
Be a Real Winner among Competitors:
With the growing demand of the competition in any vertical today, it is as important as to stand out and differentiate your company from others. According to the study by Marketing Power, the customer who uses Live chat platform end up buying three times higher as this support system provides a direct and personal interaction with the customers. With its effectiveness its uses are rising, before other company grab this support system and be prompt in using and installing Live chat to stay ahead.

Establishing Deeper Bonding with Customers:
Withholding your customer is as important as the growth of your business. When a customer establishes a bonding with your site he keeps buying more and spread word of mouth. Thus his friends, family and known people will also experience the experience of internet shopping. Live chat program foster this never ending bonding with customers by showing company’s deep concern towards the company’s inputs and happiness. When a person chat with your company’ operator and receive personalized greetings and addressed by your name they establish a kind of comfort and trust bond with each other.

Collect Data through Transcripts to Improve Customer Service:
Live chat helps in analyzing the chat transcripts to identify the trends in customer pain points and the pace at which service is delivered on a monthly basis. You can judge the efficiency of your staff and the drawbacks where they need to be trained more.  By monitoring data points like the speed at which the problems are resolved and service is administered,  Live chat can help eCommerce understand the benefits of the this support system and how it can be used innovatively to draw more benefits. You can update your team with repeatedly asked questions by constructing prewritten responses and directing the customers to the pages on website that contain the desired information.

convert visitors into customers - live chat
More Conversions and Average Order Value:
Since the visitors are more on your site so are the conversions as a result you will have more business. Live chat works as a bridge between your company and customers. 79% of the customer preferred Live chat as they get their answers instantly, 46 percent admit that it is the most efficient eCommerce communication method.  The efficiency, spontaneity and effectiveness of this form of customer support is what it takes to succeed and impact an eCommerce bottom line.
Live Chat provides instant and accurate information with more benefits for the eCommerce companies. Following are the 10 of the greatest advantages:

1.    Capable  to assist customers and hold their hands and push offers and discounts to make larger purchases
2.    A huge prospect for cross selling and up selling
3.    Minimize the chances of product returns by informing well in the first place
4.    Higher level of service helps them to be above their competitors
5.    Multilingual chat support creates a global presence with international eCommerce companies
6.    Increase customer satisfaction and trust
7.    Reduce abandoned shopping carts by closing more sales and generating online revenue
8.    Potential to collect visitor email address databases for future conversation
9.    Customer feedback at the end of the sessions provide valuable information
10.    Quick response to customers and their emails are handled efficiently to stay in touch with customers


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