Why Makes E-Businesses to Deliver a Quality Customer Service?

Looking at the present-day market scenario and keeping the high customers’ demands in view, the vendors are bound to spend more than half of their efforts and time on delivering a quality customer service. Its importance even increases when a retailer operates on the World Wide Web, because here the only thing that builds your image in the eyes of customers, is your online service.

Here are some common factors which bound a retailer to deliver an up-to-the mark online service.

Faster Conversions
How can an online shopper complete his purchase process on your website if he finds no immediate assistance on coming across issues and problems? All of the potential clients, especially the new visitors are not able to search out all the relevant information on your website; and sometimes your website does not prove enough to satisfy their queries. Here is where a human support is needed. Having live support chat incorporated on your website, you can either proactively approach your potential clients or can help them reactively. According to a market survey, 82% of the online shoppers need assistance while shopping from an e-store.

Poor Customer Experience Drives the Customers Away
The survey also revealed that 90% of the potential clients are likely to leave a website upon receiving a poor customer experience. Therefore, the vendors have to find out the ways and customer support channels like live chat software through which they could keep up the standard of their online service.

Customers are More Likely to Share Bad Experiences
It is revealed from various market analyses that customers are two times more likely to share their bad experiences than the positive ones. The negative word-of-mouth then spreads to a bulk of customers through social media. Thus, online companies have to provide a high-quality online support through live chat service.

A Competitive Advantage
The online vendors with live chat support can deliver immediate, real-time and personalized assistance to their potential clients. The real support personnel are appointed to serve the online customers round the clock because they can keep their service on, 24/7. Round the clock availably of online service also enables you to gather international customers because this way the time-zone difference no longer remains a barrier. In the similar way, by providing a language support, the companies can deliver a high-level personalized assistance which proves helpful in giving them an edge over their competitors.

How to Become the Best Live Chat Service Provider?

To become the best in providing a live chat service, is perhaps the dream of every online vendor because this is the only effective way to get the customers’ attention in the crowd of billions of competitors. Here is how you can do it.

Keep a Track of Market Trends
In this fast paced world, everything related to a business is changing on the fast pace. This is just because of rapidly increasing developments in the cyber domain. Therefore, to deliver an up to the mark service, businesses have to keep a track of ongoing developments. For this, there is a need to keep an eye-on-the international as well as local market trends. See how the customers’ demands are changing and what you can do best to win their trust in your business.

Addition of New Features in Your Live Chat Software
As the live chat service is provided through chat software; make sure you have chosen the best version with maximum features. If you are using your own software, then keep updating it by adding latest features before they become common in the market. In case, you are buying software, make sure that you are picking the company which keeps adding new features. 

Provide Live Chat Service on Your Facebook Page too
Today, every business has a social media page, because this is the most effective way to stay in touch with your local as well as international clients. Some of the online businesses even use this portal as their primary customer support channel, because it allows them to reach out to the international market in a relatively easier, faster and economical way.

Keep Monitoring Your Agents’ Performance
The efficiency of your live chat service depends much on the performance of your CSRs; therefore, you need to keep a check on their performance. For this, you can either have a look on chat histories or count the number of conversions each of the clients brings to your online business.

Train them About the Usage of Latest Technologies
Whatever new features you add in to your chat software or any other latest technology or trend you plan to use, make this known to your CSRs and train them well to use it in the best way.

Thus, by taking care of some key points, you can become the best live chat service provider company.

4 Keys to Prepare a Mobile Ready E-Commerce Website

With the advent of innovative handy devices like smartphones and tablets, there is seen a rapid increase in the mobile shoppers which are predicted to surpass the desktop shoppers in the upcoming years. It has been proven from the different market research results that mobile e-commerce accounts for a considerable online conversion rate which is why, the retailers are bound to make their websites mobile-friendly.

What the retailers need to do to facilitate an enhanced mobile shopping experience on their websites. They need to maintain a strong web presence, for which, the most important thing is to have live chat service in their websites. Here are the key things which they need to keep in view while preparing a mobile ready e-commerce website.

Responsive Web Design
Creating a responsive web design is the primary step to promote mobile shopping on your website. There remained different conflicts about creating a responsive web design and a separate version of a site for mobiles but the former idea got the Google’s support, because it does not disturb a website’s loading speed in any way. The idea of building a separate website is also discouraged because it involves time consuming redirects, which frustrate the users while they are shopping online. For the retailers, it is easier to maintain a responsive web design because it saves them from creating separate content for mobile-friendly versions of their websites. Moreover, a responsive website is easily approached through different devices like, cellphones, tablets and desktops.

Below One Second Load Times
Google wants a website’s page to be loaded on a mobile device in less than one second, if it takes longer than this it could penalize that mobile site after which, it would no longer be visible to mobile users. The purpose of making this rule is to enhance the mobile shopping experience.

Add Images by resizing them properly
What if your mobile shopper is not able to see images of your products? Certainly, he will remain confused about purchasing a product because here lacks a real shopping experience, which a buyer could have by having a look at images. To optimize a website for mobile e-commerce, retailers need to incorporate right-sized images and graphics. For this, they first need to compress the images to a required size that gets easily uploaded and is viewable on visitors’ side. For fast image loading, they can limit the colors or select the best file type.

Mobile App for Live Chat Support
Live support chat has become a part and parcel of e-commerce website; however, to make their mobile shoppers to avail the facility, the retailers need to launch a mobile app of live chat. This will allow the mobile shoppers to have a shopping experience of typical brick and mortar store, where real sales persons are always there to serve every potential client.

By taking care of these key points, you can turn your e-commerce website into a perfect e-store that equally invites all kinds of users from across the globe. An e-commerce website that is equally useful for all kinds of users (the mobile and desktop) is much more successful in generating more sales.

Three Things Startups Need for a Good Start

Are you a new retailer in the online market? You would certainly have many challenges and concerns about establishing your business in the jam-packed market. The biggest pressure which most of the startups companies face is creating a positive first impression because this is for which, they will be recognized in the market.

However, by adopting the right polices and devising intelligent strategies, you can manage to make your way while beating the cut throat market competition. Here are three basic things which can ensure you a good start.

An Attractive Website
To come on the World Wide Web, the primary thing that you need to do is to have an attractive and user-friendly website. How can you make a website more appealing and useful? No doubt good graphics have much to do in making a website attractive but keep in view that their excessive usage may make your website a bit slower. A slow loading website drops down user’s experience on your website, ultimately pushing him away. You need to add more text that is informative, precise, authentic and easy to understand. The content should also be versatile including blogs, articles, features and much more.

Live Chat Support for Website
You also need to have live chat support for website because not only does it make your website livelier, rather it helps scaling up the standard of your customer service. By using live chat support, you can connect to your customers on impulses. Moreover, the chat widget also allows you to interact, engage and serve your customers. Even you can enable customers to talk to real persons whenever they need assistance on your website. You can even expand your business reach by turning on 24/7 service which allows you to invite customers from across the globe. The language support facility also enables you providing a personalized service by interacting with your customers in their native languages.

A Dedicated Team
To provide a better online support, you need to have a team of dedicated live chat operators. Provide them proper prior training on how to maintain the element of immediacy while providing online chat support. Other than this, you also need to train them on several other things like – how to handle unhappy customers, how to resolve complaints and escalate chat to the right personnel.

Keeping these three key points in view, you can take a good start even in the tough market situation.

Live Chat Service Can Make This Easter a Money Grab Season

Easter has almost arrived. Be it vendor or a purchaser, everyone is excited to celebrate the 4-day long weekend in his own way. Let’s take the Easter’s importance with respect to business; it is indeed a golden time for entrepreneurs to grab money by giving an excellent customer service and high quality products.

Using live chat service in e-commerce websites can be one of the strongest ways of making money because the support channel has made it easier for the retailers and purchasers to connect and interact with each other.

Here are following ways in which the chat application can help retailers making sales on the upcoming holiday season.

Can help you Add a Festivity Adding Easter festivity on your e-store is a good way to attract customers because it makes them know that they can get the event related products like Rabbit Hutch, Easter Eggs House, Surprise eggs, Easter Pack Bags, Ester Rabbit Floor Puzzle and much more. The one easiest way of adding festivity is to customize your live chat window by placing an Easter related image and setting a default greeting message that pops up a potential client lands on your website.

Provide a Sales Winning Online Service
You have to identify the pain points of your customers first. Does the customer find it difficult to catch you during busy shopping hours? Does a long waiting response through emails or telephonic helplines make them annoyed? Go for the ways, through which you could overcome all such kind of discrepancies that make your customers leave your e-store without making purchase. By using live support, you can get connected to customers on impulses. Customers can seek assistance anywhere they find confusion. By catching customers on the critical moments like checkout stage, you can convince them to complete a purchase by resolving all of their concerns.

After-Support Makes Customers Revisit your Store
There is no better way of keeping yourself alive in the memories of customers than providing them an after-purchase support. This actually takes your online support service to a next stage by reminding customers the shopping experience they had on your e-store. When a customer seeks assistance through a live chat support, a chat transcript of his conversation with the live chat agents is automatically sent to his inbox.

Thus, an enhanced online shopping experience makes them repurchase from you.

Industries That Can Benefit Most Out Of Live Chat – A Brief Analysis

Live chat support is basically a seamless, two way channel of communication, integrated on the website of any company in order to provide quick online customer services. The purpose of having an online chat support on the website is to enhance customer services through ensuring customer convenience and satisfaction. So far, live chat support has been successful in serving its purpose. It has been proven through various researches and surveys that live chat is in fact a credible technology which not only provides an effective channel of communication but also plays a role in increasing sales and profits. The main reason for the success of this medium is that it provides customer satisfaction-which is the key to the success of any business. However, there has been an ongoing debate about the kind of industries that can benefit the most out of the technology. Various industries are now availing the online chat support services, but are they benefiting from it? Let’s have a look:

The Retail Industry:
The retail industry includes various niches and markets, from apparel stores to bakeries, all are included in this industry. It has been estimated that the retail industry is one of those industries which are benefiting the most out of the technology. In fact, many tech gurus believe that live chat support is best suited for this industry. The reason for this is that their customers are more demanding and require a better customer service. Apart from that, it also assists in increasing sales and profits which makes live chat a wise investment for companies belonging to this industry. Good customer services provided by retail industry leads to 87-92% satisfaction rates.

Banking and Finance:
There are not many banks that are availing live chat support, but those which have incorporated this software onto their website are benefiting greatly out of it. The reason for this is that the customers from this industry require quick and instant services, which is only possible through live chat. Since banking is a complicated procedure, its customers require immediate services. Good customer services by banks lead to 85-87% customer satisfaction.

Health and Pharmacy:
Health and pharmacy is another industry in which the usage of live chat support is increasing. Through this medium, these industries provide their customers with constant advice and guidance along with making appointments easy for them. Since customers of this industry turn towards customer services, usually at the time of emergency they also require a rapid medium of connection. By providing good customer services through live chat, these industries can achieve a customer satisfaction rate of 87%.
 
Manufacturing Industry
This industry usually does not deal with consumers directly, rather it deals with other service providing companies. It has been estimated that this industry can greatly benefit from live chat. For those manufacturing companies, which are availing live chat support, the satisfaction rate of customers is 90-92%. This shows, that manufacturing industry can benefit the most out of live chat.

Apart from the above mentioned industries, the other industries that benefit from online chat support are: real estate, IT and software, tech hosting, games & gambling and entertainment industry across the globe.

Tips to Enhance Your Live Chat Operators’ Efficiency

Customer service operators are very important for the online corporations. They rely on their service providers to entice their clients and ensure quality services. Live Chat have made these services a lot better, however, there are still some things that should be done in order to get more efficient and productive results.

Any company, who gives live website support to its clients, will want to incorporate the following in its training program.

Train Them to Perfection:
If you really want get great results through your live chat system, you will have to train them properly. No one is genius enough to understand the fundamentals of any business from the get-go. Everyone needs to be trained for a reasonable amount of time before he can be taken as an expert in that field. The operators must be trained to explore their inner creativities, so that they can groom themselves and explore customer services in a wider range.

Goal Setting:
It is the duty of the manager to set achievable goals for the operators who handle live customer service chat. The tasks and the goals must be in accordance with each other. Also, the goal must be according to the ability of the operator. Pushing anyone to out of his limits is not fun; this can be hectic ad tiring for the operator. It will have direct impact on his services, he will not be able to perform well and the company will suffer some major losses because of it.

Take Charge:
The team managers and leader have to take charge of the team. If your department does not have one, it is time that you appoint one of the best employees to take the position. That single person’s job will be to encourage, motivate and push his team to work harder and perform even better. A good team leader has the ability to make things happen in a matter of seconds, he can give them an objective that can be achieved.

Note:  On the whole, it is the company that has to make decisions and is held responsible for its employees’ efficiency. It has to to provide them with the right tools that will enable them to support the clients. Just adding live chat to a website is not enough; a company will have to provide the right means and opportunities to maintain a level of performance that is required by the company and by the clients.