Have you ever thought the actual desire of business? The answer
is simple to increase the market share through customer loyalty.
Secondly what is actual and major cause of loosing the customers? The
answer is simple: Unaddressed Customers pain points.
These pain points are the unsolved issues of the customers over extended
period of time. Some business analytics and data mining report show
that many customers signing out of membership or going out of website,
leaving behind their shopping carts unattended.
In modern times the common fear that all the customers have, the fear
of unknown and lack or confidence or trust. Think of a situation where
customer enters to buy a professional mobile. They can have many
questions at that point of time and that would be answered by couple of
experts on duty. The expert salesman would first try to understand the
actual requirement of the customer and then the salesman knows the right
mobile for his customer.
Why do you think?
The customer is now able to enter the competitor’s website. This new
site is equally amazing and flashing with real life quality images. The
customer finds the same product and has same set of questions in his
mind. After browsing for less than 5 mins over the target product, he
finds a chat session invitation interface on top of screen. The customer
immediately drives into the chat box and start relieving his pain point
questions. Now by this time the customer is very much satisfied and
confident and finally hits the buy button.start relieving his pain point
questions. Now by this time the customer is very much satisfied and
confident and finally hits the buy button.
Finally, the purchase has been made in lesser time. Now what do you
think the main reason behind the successful purchase? The answer is
simple “Trust Factor” support. When an online shopping experience is
rapidly supported with Chat session, it finishes any foreboding feeling
of uncertainty.
We saw that customer was at ease using the Live Chat software and
this has shown to boost sales, boosts turnovers and repeat customers or
buyers. These Ecommerce sites can enjoy the facilities provided by Live
Chat Software. This includes Co-browsing, screen sharing, live text
chat, live video conferencing and live video chat etc.
The actual logic behind building
Live Chat Software is based on Social
Media application. Customers are actually familiar with the Chat
controls in a way that the software never obstruct the communication.
Now challenge is not to train the employees of excellent customer
service skills but training them on how to efficiently use the Live Chat
Software. Once they will get to know the efficient use of Live Chat,
this can help to boost the business and increase the profit.
Now here are the 6-additional reason to use Live Chat Software tool.
1. Increase Customer Satisfaction
Nowadays when no one has time and need immediate assistance to their
question, Live Chat support plays a vital role. This service offers
quick resolution to customers queries and can increase the level of
customer satisfaction. These services are offered during the decision
making of the site browsing and cart filling. Customers feel confident
on their purchase when they know what they need to know. Live Chat put
any trust issues a pause. Your customer feels that any help is only few
clicks away.
2. Improve Customer Loyalty
The kind of offer your customer gets, they never forget. A well known
author has written that well mannered written words have deeper impact
than the spoken words and it stays back in the memory for long time.
Most customers can’t speak English well but they can write efficiently.
Live Chat Support Tool offers support to such customer categories.
Another positivity is that if multiple Language Live Chat Support is
offered, the company is able to serve wider multi-lingual and diverse
customer body.
3. Close Customer Service Cases Faster
If you open a support ticket, it will take longer time to get
resolved as compared to Live Chat Support tools as they offer faster
resolution. This also creates a positive feeling among customers towards
the company because the company has well trained staff who all are well
versed with company product and all are working as a team to solve
issues for each other.The company can also provide quick response for
the repeated problems by recalling similar use cases.
4. Upsell and Make More Money
Reduction in cost plays a key role in success of any organization.
The best part of integrating the Live Chat Support software is reduction
in customer service cost. Just opposite to that, imagine setting up a
call centre and the cost involved behind the same. In another word, the
money saved is as good as generating revenue. Also, sales can be
increased by providing immediate resolution to customers as this will
lead to customer satisfaction and gain trust.
5. Increase Conversion Rates
A quicker conversion rate can be experienced by marketing products
through Live Chat Support Tool. If the customer receives support in very
initial stage of product exploration, their mindset will change and
they will for sure buy the product.
6. Reach your Customer Anywhere
By using the Live Chat Support tool, one can reach its customer
located anywhere across the world and in any time zone. Employees may
not need to travel different locations rather they can work remotely at
any hours to meet the customer demand. Important question which is
coming into the minds of customer located across globe is Shipping and
handling of the product. The shipping information plays a major role in
the online purchase. A company can receive more trust when queries
related to Shipping and Handling of product can be answered honestly and
immediately. Customers across the world respond better to a more
personal message in chat box when compared to similar dialog heard.
The use of customized welcome responses is of more worth to that chat
queries instead of standard and generic responses. Customers across
world respond in better way to a more personal message in a chat box as
compared to similar dialog heard many times.
The Live Chat Support software are increasingly replacing the concept
of call centre support system. A faster method of customer support is
needed for the majority of the customers located across globe. This is
mainly because of large volume of information bombarded on customers
when browsing the website. Joleado’s
Online Chat Service provides
multiple methods of live communication to satisfy the queries of
customers and very soon the time will come when these tools will become
mainstream method of great customer support.
The live chat service brings to its customers
the accessibility to the operating agent, the resolution of queries and the submission
of feedback. Many different kinds of possible resolutions are made available with
live chat sessions with the client. This method of keeping within the reach of
the clients is helpful specially when there is a target audience specific to the
company. The increasing popularity of live chat among the large companies which
have their employees put on its operation says a lot about its potential in
marketing of the companies' services.
