Live Chat Support service provides convenience for customers. 44 % of online consumers say that
having questions answered by a live agent while in the middle of an online
purchase is one of the most important features a website can offer. There are
two types of customers who need help and use live chat to get it. The first are
potential buyers, and these are
the most common situations in which potential online customers use live chat:
1- Want to know
more about product specifications
2- Having
trouble finding specific item on a given website
3- Want to
compare products
These scenarios
enormously influence purchase decisions. In fact, more than 38% of online
customers took their purchase decision due to live chat session. Remember, that
chat agents play a huge role and if they are properly trained, they can easily
generate more sales.
The second group
of live chat users are your current customers. The most common reasons why they
use live chat are:
- Want to know
the status of their order
- Want to ask
about Return policies
- Want to
report bugs or suggest improvements in your service
Another nice perk
of live chat support service is that
you can get nearly instant feedback
or notifications when there’s a wide-scale customer-facing problem. For
instance, if you run a SaaS business, and anything goes wrong, live chat gives
you an immediate view of the issue from your customers‘ perspective.
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