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.