Customers may prefer to make a purchase in a physical store, where they can have their questions answered immediately and directly. Providing personalized attention to customers both in-store and online has been shown to increase consumer conversion rates. Implementing a live chat support system into your eCommerce can help satisfy customers and guide them through their purchases. This solution is straightforward and can benefit your business.
This system enables customers to have real-time conversations with the store representative or another person in charge. A live chat support not only provides distinct support to customers right away, it also covers questions, fixes issues, and assists users during the buying process.
Today, we will examine some pertinent questions regarding the strategic integration of this tool into businesses.
Benefits of live chat Support
Having a live chat support within your company will enable you to improve the management of your business and gain insights into customer behavior.
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Reply immediately.
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Provide assistance to users when needed, regardless of physical presence.
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Describe your products in detail.
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Build a customer base that is reliable and loyal.
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Increased user engagement will lead to greater trust.
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Improve user experience and service quality.
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Accelerate the purchase process.
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An up-to-date image reflecting a commitment to technology.
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Reduce technical support costs.
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Increase conversions.
Utilizing Live Chat Support for Optimal Benefit.
After deciding to include a live chat in your online store, you should assess its effectiveness. Ask yourself questions such as whether users are satisfied and if they make purchases after utilizing the chat.
Before you can analyze and evaluate your live chat, it is important to ensure that you have taken full advantage of it. Here are some tips to help you do so.
1- Discontinue other forms of contact.
In the past, consumers typically contacted companies by phone or email if they had questions. These communication methods were not always well-suited for quickly obtaining answers.
Email is a useful communication medium; however, there can be delays in response times by companies.
Live chat support allows for quick and accurate support, although some users may be overwhelmed by overly promotional messages.
2. Creating Compelling Content That Conveys Value is an Important Aspect of Marketing.
Remember that your goal is to make a sale, as well as answer specific queries and provide a good experience.
Therefore, you should take advantage of this chat window to convey a clear message and encourage the user to click on the chat and start a conversation.
Some companies display a pop-up window with an impactful phrase about a specific discount; which users typically respond favorably to as they are looking to purchase at the best price.
Additionally, other companies use it when their personnel is not present as a form for customers to leave their data, so they can be contacted quickly in order to avoid losing them to the competition.
Ultimately, you should try out what works best for you and pay close attention to which variant you use in every window, in order to get the customer interested in learning more about your business.
3- Train Your Live Chat Support Team
To establish a connection with the user, you should analyze how they express themselves through live chat. If they use informal language, you should do the same, though it is recommended to maintain a professional tone at all times.
On the other hand, when dealing with customers, be natural and practical, and make it clear from the start that you will solve their problem. Therefore, if you have to train live chat support team, keep in mind that it will be a good investment.
4- Do Not Always Rely on Automation for Your Responses.
Many live chat software programs allow for the creation of templates, with the intention of allowing the operator to save time when responding.
I do not recommend this practice because consumers prefer to talk to real people and not robots, which will influence their decision-making when purchasing.
It is true that sometimes the same questions are asked repeatedly. In this case, a template with pre-studied questions might make sense, as long as it fits in with the brand’s personality.
5- Capture Leads
One of your objectives should be to obtain the user’s email address, in order to provide them with detailed information about the product or service they are interested in. This is a common practice in email marketing.
The seller must identify the ideal moment to ask for this type of personal information without being intrusive, so his challenge will be double: to help the users and get those data.
Here are some tips for requesting emails from users at the right time:
When asking for information regarding the price.
When specific information about a product is requested.
When they have doubts and ask for tailored solutions.
They show interest in continuing the conversation because they have more questions.
Conclusion
Live chat support services can be beneficial for any business operating an eCommerce website. However, automating messages and software to save time is not the ideal approach as users want real people who can solve their specific questions and provide meaningful value.
