Are you a high-touch business? Industry experts advise entrepreneurially minded executives that they should pursue a high-touch business as opposed to a low-touch business. A high-touch business relies upon a trust-oriented relationship between company sales representative(s) and customers. Examples of the premium customer model include accounting and legal firms, financial services businesses and real estate brokerage. It is high time that e-retailers should consider adopting this distinct customer model. For a very long time, they operated as a low-touch business. In a low-touch business, customers do not place much value in the individual that is selling to them. They merely purchase a product and move on to the next retailer that sells a more enticing product. You can convert business operations intelligently with live chat support for website.
Benefits and Challenges
You should consider building a high-touch business for many reasons. Customers are sticky. Hence, your business will become more profitable. They value their relationship with the seller and will be less likely to shop around as much. They are also willing to pay for better experience. Oracle mentions in their report, “Why Customer Satisfaction is No Longer Good Enough” that 81% of shoppers is willing to pay more for superior customer experience. Nearly half of customers are willing to pay a premium of more than 5%. On the downside, entrepreneurially minded executives will discover it is difficult to replicate this business model across geographies and multiple customer segments. You can handle this challenge with live chat support for website.
Problems and More Problems
As your e-business begins to grow, you will naturally considering selling to international customers. You will come across several obstacles when you make strides. International customers usually visit business websites that are in their native language. The copy on your website should cater to multilingual customers. Although, you can hire a translator, what will you do if prospective buyers come across a problem? How will you resolve customer service support issues when you do not know anything but English? You can ask customers to e-mail their problems. Someone in your company can use translation software to convert foreign text into English but are they empowered to help? You can also set up a call-center but do you have the capital to hire a number of call representatives? Chances are that you do not. You can add live chat to your website. It is a cost-effective business solution successful online business use to handle customer support related problems.
Solution at Your Fingertips
By adding live chat to your website, you will get a HTML code that needs to be pasted to the backend of your website. Within five minutes, a chat API window and click-to-chat button will appear on the screen. This platform connects website visitors to a chat operator that doubles as a sales representative and a customer service officer. Chat operators are personally selected by Web Greeter to interact with international clients. They are appointed on their multilingual abilities. Live chat is currently available in English, Spanish, German, French and Arabic. These operators welcome guests upon arrival and navigate them around your website. They are empowered to resolve common search problems in real-time and fulfill other customer service requests.
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