Importance of Live Chat Support in E- Commerce

Live chat support is not only the mainstay of any e-commerce sector but also the base on which customers judge the company. The online corporate world is running on warp speed, it is developing new tools and strategies to stay one step ahead of the physical corporate world. Therefore, the online companies who fail to stay in step with the norms of the e-commerce world and its demands and needs eventually break down or fall back. Most of the credit for this situation goes to the clients, they are highly fussy about what they buy online and they tend to look for the same product everywhere online, before they make the final purchase.

The customers have also become meticulous about their demands and they are used to getting a “yes”  for everything. This is why these online companies are incorporating new tools that not only make them sparkle but also get the constant attention of the clients. One of the most effective tools used by these companies is live support for website. This support system launched in the start of 2000’s and it eventually gained a proper position in the heart of online business by the end of 2005. The credit goes to its efficiency and effectiveness.

A company without live Customer service chat is considered incomplete and outdated so it is becoming very important for the companies to provide this support to their clients. Remember that most of the traffic on these companies’ website coming from the random visitors. These people are either just passing their time or they are researching for a future purchase. The chat support system can help these companies to make sure that these visitors will make a purchase from their company. It might sound far fetching and over ambitious but it is not. Through a proper and thorough research, we have come to conclusion that:

•    The live chat support system allows the company to get instant feedback from the client, which is neither jaundiced nor biased. The chat support system gives an open environment to the client that puts the client at ease coaxes them to open up. The client is nothing but brutally honest. He will tell you what he really feels about the company and will even give you some suggestions that will help you make future strategies to cater your clients.

•    This support system allows you to build trust and friendship with the clients. Do you know why the retail stores have such high sales rate? Their sales rate is high because these stores interact with their clients in an open and friendly environment; they build friendship with these people and gain their trust. The human nature is inclined to trust the people they know and have spoken to at least a few times. And this is the thing that was lacking in the online businesses. However, with live chat support for website, this issue is rectified and now companies are enjoying healthy relationships and every lasting loyalty with their clients.

Why Get Live Chat Support For Your Website?

Live chat support is the only way to make sure that your clients are happy with your services,

especially when you are running an online business. Online business is tough; some might say that this is tougher than your retail business. This is because online entrepreneurs cannot have face to face contact with their clients; they cannot instill the feeling of friendship and trust in their relationship. Too be honest, in the past there was no way for these businesses to keep any relationship with their clients but now this is possible. With the invention of live chat support for websites, these companies can actually give their clients a sense of friendship and loyalty.

Add live chat to website and see the difference with your own eyes. You can choose any software to give live support to your clients and make sure that they are happy with your services. You will always be present on the website (like any retail store clerk in a retail store) and will be ready to assist them if the need arises. The process is actually simple. You will just have to buy the best software, install it to your server and start using it. Giving customer support is very easy but if you do not want to sit in front of your computer screen all the time then you can always outsource your operators and let them take care of the customer support.

With proper website live support, you can actually change the whole attitude of your clients. If you use this service properly, you can comfort your clients, make your services convenient, save their time, encourage them to make a purchase and stop them from abandoning their shopping carts. This is actually going to save you a lot of money as well. If you use your live chat support properly then you will not have the need to use telephones at all. You can cut back the cost and invest it in your business.

Website Live Support Best Suits Your Online Business Needs

Online business needs differ from that of traditional firm or company. An e-store does not have a physical presence of a typical grocery store nor does it have a receptionist or salespersons to deal every visitor. All that it has is a website where customers come and decide to buy on their own; there is no one who could guide them about different products or provide them immediate help. Time consuming emails or expensive phone calls are the only sources through which a potential client can get connected to retailers or salesperson.

The retailers have to put their customers on long waiting queues by replying through emails. It becomes difficult for them to provide a quick email response to hundreds of customers simultaneously. On the other hand, helping through phone also has its own discrepancies. Most of all;  as a single operator can handle one customer at a time, the operation costs get extremely high. This is the reason why the online business merchants struggled to find out a simple and quick solution for their needs. One solution which smartly fulfills all business needs is ‘website live support’.

See how this web-based chat application beautifully meets the online business needs.

Ensure a Human Presence: The online businesses which have live support on their website can develop a quick connection with every visiting customer by proactively approaching them. This is similar to a typical brick and mortar store where the entry of every coming visitor is noticed and he/she is greeted by a receptionist or a sales person.

Provide on-the-spot Assistance:  E-stores with online support don’t leave their customers’ fears, concerns and complaints unheard or unattended; rather the live chat agents present there will provide immediate solutions and useful clarification by carrying out a seamless text-based conversation.  A single chat personnel usually carries out more than three chats simultaneously, thus none of the customers have to wait long for their turns even in the peak shopping hours.
 From customer service to selling, live support for your website has smartly met all online business needs. Having online support on your e-commerce website can better cater to your customers’ needs which in-turn will pay you off in terms of increased ROI and huge revenues.

Add Live Chat to Your Website to Keep Your Visitors on Track

Running an online business, your website is the place where your customers come to make an online purchase. To get information about the products to be purchased, your potential customers go through the images and contents provided on your website. Your website does not necessarily satisfy the needs of all the customers. During their journey on your website, customers feel the need of talking to someone real with whom they could share their queries and concerns.  Finding no one to listen to them and resolve their queries, customers might switch to your competitors who provide better options. To keep your visitor on track and to urge him to continue his journey on your site, you need to add live chat to your website.

Using live chat on your website, support personnel don’t let your customers lost in the information provided on your website. Sending pop up chat invitations, the online operators engage visitors on their website by providing them on-the-spot answers of their queries. Like sales persons in a typical brick and mortar store, your chat reps don’t let any of their visitors go unattended on their website.

Using real-time monitoring feature of live website support, the chat operators can keep track of visitors’ activities on their website. Gathering useful information about their visitors, the online reps provide them more personalized and real-time assistance. Online chat agents guide their potential customers on each and every step of their journey.  

To cater the need of worldwide customers, the chat reps provide language support to their visitors from all across the globe. Getting answers of their questions in their native languages, your potential customers transform into your legitimate buyers.

Adding live chat to your website you can stay available to your customers round the clock. The 24/7 availability feature of online support helps you maximize your presence round the clock so that you could provide maximum assistance to your customers to convert them into real buyers.

It is justified to say that online chat helps retailers to keep their visitors on track on their e-commerce website.

Live Website Support Helps you run an Insight Driven Online Business

Running an online business in today’s crowded market is becoming challenging with every passing day.  Online market is much packed now. The competition is hard. To maintain their existence and to make their names known in crowded online market, the retailers have to put in extra efforts. They have to come up with properly designed business and marketing strategies, which help them in their survival. Additionally, to keep their business alive, the retailers are supposed to bring timely up-gradations in their services. The use of latest technologies has improved the overall operations of online businesses and it has sped up the race for survival. Although, the quality of products and services to be provided matters a lot, but the primary factor on your entire business stands is your ‘customer service’. 

Retailers have to stay updated on their customers’ constantly changing buying behaviors. By knowing your customers’ preferences, you can design your services according to your customer demands. You are supposed to have an insight of your customers’ expectations, needs, demands and complaints. Easy and smooth communication between retailers and buyers matters a lot in developing customer relationship. The modern-day customer prefers the companies and businesses that ensure him smooth communication channels. Here is where you need to implement live website support on your e-commerce website.

Using this web-based chat application enables you to run an insight driven online business. The handy application on your website allows you to deliver what your customers actually wish for. Adding chatto website, you can develop a smooth and quick contact with customers all across the globe. Carried out in the form of text conversation, live chat removes all the barriers between retailers and purchasers. With the help of live website support, the retailers can provide on-the-spot answers to their customers’ queries. Moreover, they can provide real-time and more personalized assistance to every customer.

On the short note, to serve their customers to the maximum, the retailers can maximize their presence round the clock, using 24/7 availability feature of live chat.

Add Live Chat to Your Website to Keep Up Customer Service Ethics

Maintaining ethics in e-commerce is important as it directly reflects the standard of your online customer
service. The more you stick to your business ethics, the more likely you are to deliver an enhanced customer service experience. Possessing a positive code of ethics in customer service is actually the best way you deal with your customers maintaining high moral values. Being an integral part of online business, ethics affects your brand image, sales, advertising strategies and marketing. Following business ethics, you cannot only bring unity among your employees but can also exhibit harmony in your customer service practices.

Therefore, being an online business owner it is your biggest responsibility to ensure that all your employees are practicing customer service while sticking to ethical standards. However, sometimes some technical faults and other such discrepancies drop your customer service level, which cost you to suffer huge losses not only in terms of money but also in term of your reputation. See how adding live chat to your website and by providing proper training to your chat agents you can maintain high standard customer service.

The way you greet your customers is one of the most important ethical values. Greeting develops a positive first impression of your customer service standard. Customers appreciate a warm welcome and no doubt it affects their buying behavior a lot. When it comes to e-business, one must wonder how to welcome the customers when they enter your e-store. Deploying live website support on their e-commerce websites, it has become possible for retailers to give a cheerful welcome to their potential and existing customers same in the manner of a typical brick and mortar store. Live service on e-commerce websites is carried out through a chat box window. Using this window, the chat operators proactively approach the customers the moment they land on their page, and welcome them in a cheerful manner.

After greeting, next obligation of live chat operators is to provide proper guidance to their customers about the products, services and whole purchase process. This is only possible when chat agents themselves have complete product/brand knowledge.

Giving attention to your customers’ words is highly important in businesses you can only provide productive replies to your customers when you listen to them carefully. Because live chat is carried through text conversation,  it is essential that you carefully see every word typed by your customers. Don’t interrupt them while they are typing or don’t rush to answer them before they have completed their questions.

Customers become happy with quick and useful replies. Putting your customers on long waiting queues to get their queries resolved certainly violates your business ethics. Additionally, this may annoy your customers putting a negative image of your service. Adding live chat to your website, it has become possible for your chat reps to provide on-the-spot answers to your customers.

When a chat session overs successfully, say thanks to your customers as it will make them feel that they are being valued.

There is no denying the fact that using live customer service chat; the online agents can provide high standard customer service while maintaining e-business ethics. 

Specialty Cakes: An Online Booming Trend

Ten years ago if you had told me I could order my dog a cake for his birthday online and have it customized to have an edible picture placed upon it, I probably would have thought you had gone crazy. I mean, which baker would be sane enough to offer dog food cakes in his menu. And that too having an actual picture on it!

In 2006 we received our answer! Kristi Andrews combined her passion for baking and adoration of dogs and resulted in The Barkery; an all- natural gourmet bakery and spa for dogs! As time progressed, Kristi found that her online shopping clients were increasing and demand for cakes was on the rise. She decided to amp her online shopping portal and turn to social media, Facebook, to market her products. Her online booming success is all due to flawless customer care and service.

Social media is playing a major role in the expansion of all the upcoming bakeries also being referred to as cakeries:  Facebook and Twitter being the main modes of marketing and customer feedback.  Clients are now given a medium to share their experiences; both good and bad. The negative feedback allows the bakeries to reflect on their doings and bridge the gaps between them and their unsatisfied customers.

Dexter P from San Diego, CA states: “Glendale, CA may be the best place to go since they were nicer.  Don't get me wrong, I love Portos.  The only problem I had was rude customer service at Downey CA.

After a long drive from San Diego, we were looking forward to stop by at Downey Portos to have our Hawaii friend try it out. We were in line, and we stepped forward as we were next to order.  The girl who helped us named Gabriela, didn't gaze to have an eye contact with us as we were right in front of her, yet asked the lady behind us for her order.  Well, we had no choice but to put an end to her rude behavior. This girl argued the whole time saying there's a sign there and she just refuse to budge and argue her way out of it. There were  no apologies.

Needless to say, as great as the food, I don't know if customer service is something they need training on.  Heck, McDonalds provides better service. No matter how great the food is, customer service always becomes the memorable experience. “

Portos Bakery and Café responded with: “ Mr. Dexter we are extremely sorry for the problem you faced at our café. We apologize any inconvenience our staff might have caused and to make up for the poor way you were dealt with we would like to offer you a free meal on the house. You are welcome to claim your free meal at any time. We look forward to seeing you.”

Some bakeries have decided to take their online customer care to a whole new level. Collin Street Bakery in Texas, USA, offers his customers a great deal of customer care services. From having a UAN number to a separate line for PR and Corporate Sales, the bakery has started to offer live chat services to their clients. This allows Collin’s clientele to inquire about bookings and prices from all over the world and be able to discuss the details of their cakes with the bakery all in real time.

In conclusion, bakeries offering online services are flourishing with the help of good customer service. Needless to say, having live chat incorporated into the mix is not only proving to enhance the business performance but also customer satisfaction.  Online bakeries should make owning a live chat tool on their websites essential in order to maximize the number of satisfied clients and a booming online bakery shop.