Enhance User Experience with Live Website Chat Support

Why do customers shop online? It’s a safe bet that they do not live in isolated towns where they have only a few options to buy from. Many shoppers live in the heart of the city or near it. It will take them no more than half-an-hour to reach a shopping mall or a neighborhood that is jammed-packed with large department stores. Yet, many customers prefer to do business online. The internet saves buyers both valuable time and energy. They do not have to get out of their house to search for products. All they have to do is turn on their laptops or smartphone devices and go to an e-commerce website. Once they enter the online store, they should be able to easily browse for products, compare them with competitor’s offerings and buy them!

Yet, many complain e-commerce websites aren’t user-friendly. It is difficult to find products or to learn about them. E-retailers have tried to solve this problem by posting ads that link to product-specific landing pages. Others have posted informational videos and product guides on their website. Despite their good intentions, they have done little to boost customer confidence. They will accomplish a whole lot more if they add live chat to website! This is an online CRM application that uses live chat technology to increase user experience.

What is live website chat support?

• Once you add live chat to website, a chat box and chat button will appear on your website.
• The chat box is customizable. You can modify the theme colors, logo and banner to go along with the rest of your website.
• The chat API window will appear as soon as someone enters your website.
• Live chat representatives will send an automatic greeting text-based message to every visitor.
• The welcome message establishes rapport and builds the credibility of your business.
• Research shows website visitors are happy to do business with a website that uses live chat technology.
• Visitors can click on the chat button whenever they would like to speak to a company chat representative.
• Live website chat support empowers chat operators to fulfill customer service requests in real-time.
• Before they live chat with visitors, they get proper training which brings them up-to-date with your business.
• They listen to what customers have to say, navigate visitors around the website, and resolve common search queries.

Live Website Support Can be Used to Increase Customer Loyalty

It’s important to stay on top of business trends. Over the past five years, web-based businesses have used
social media to increase customer engagement and drive business referral traffic to their website. If you haven’t jumped on the bandwagon, consider using Twitter, Facebook, and Pinterest. You don’t need to be Ashton Kutcher to get a massive fan following. By establishing presence on social media platforms, you can acquire new fans and encourage them to become paying customers. Keep in mind that it is more important to retain acquired customers! Loyal customers will buy more often and will convince others do business with you.

Social media will increase your business exposure but it will not increase customer loyalty. Many companies have tried to use these websites to market their business and resolve common search queries. They have discovered through trial-and-error social users want to receive answers the moment they ask questions. They do not want to wait till the end of the day to get a response. Some customers want to ask follow-up questions but are diverted by fans that also make comments on their post. You can handle customer service issues more efficiently by adding live chat to website.

What is live website support? 

• It is an online CRM application that is used by e-businesses to resolve common search queries in real-time.
• It appears as a click-to-chat button and a chat API window on your website. 
• You can place the button on anywhere in your website.
• Many e-retailers place it under the Contact Us page while others place it adjacent to the product description. 
• This button makes it easy for visitors to access a live chat representative whenever they are ready to live chat.

Is live website support transparent?

• The chat box appears as soon as website visitors enter your online store.
• Live chat representatives send a greeting through a text-based message. 
• This welcome message lets visitors know that you have added live chat to website. 
• You can modify the chat box to look like a natural component of your website. 
• The banner, logo, and theme colors can be amended! It only takes five minutes to install both the click-to-chat button and chat API window. 
• Once you have made the necessary amendments, customer service representatives (CSRs) take over.
• They are your company’s brand ambassadors! 
• They listen to what customers have to say and propose meaningful solutions.

Online Retailers Can Be More like Mike with Live Website Support

We all have our heroes. Growing up, basketball fans wanted to emulate Michael Jordon. They were often

told to be like Mike. With 5 MVP’s, 6 NBA titles, 10 scoring titles and 14 All-Star appearances, his legacy is unparalleled! Despite outperforming for nearly three decades, the legendary player continues to have insatiable drive to vindicate his name. Do you also have this raging fire? Just like Mike, online professionals are put up to the challenge daily. Studies reveal a growing number of entrepreneurs seek to make a name for themselves in the online marketplace.  You can compete more effectively by adding live chat to your website.

Long before I heard about live website support, I was confident my online store could stand on its own merit. I took great care and pride to design graphics that could put the best designer to shame. Despite its’ top-notch appearance, my e-commerce store did little to convert website visitors into customers. More so, I began to see more competitors that vied for my customers. I was nervous but I wasn’t a quitter. I too had a desire to outperform them. That’s when I decided to learn why my website wasn’t performing as per expectation. I soon discovered website visitors want more than graphics. At the heart of it, they wanted better customer support!

I was recommended by my colleague to “add live chat to your website”. Once I integrated live website support, I saw a difference right away. Upon entry to my online store, every website visitor was courteously greeted by a customer service representative (CSR). This welcome message made prospective customers more comfortable on my website. It let them know that they can interact with a real person at any point during their web session. The web-based tool put CSRs in charge of my customers. While, I looked after aspects of my online business, CSRs assessed keyword searches, webpage duration and referral URL. When they discovered their help was needed, they wasted no time and sent a proactive chat invitation. Once it was accepted, chat operators initiated a meaningful conversation to learn more about what difficulties a customer was facing. They then proffered support by navigating them around the website, explained company policies and updated customers on product availability.