Date: July 3, 2019
Live chat can be a vital method of customer support in the vast world of online shopping. No matter how user-friendly you aim to make your customers’ online shopping experience, difficulties can still arise.
In a survey by LivePerson, 83% of consumers admitted to needing support to complete a purchase. As a brand, it’s your job to listen and respond to the needs of your customers- here are 4 major reasons you should be offering Live Chat to your customers…
Customers want quick, easy, simple methods of purchasing and customer support. The digital age has provided just that- If you’re not offering this level of convenience, and competitors are, your customers will soon look elsewhere.
If your customer has chosen to shop online, it makes sense to offer customer support via their chosen medium, too; If your customer was shopping in-store and they required help, they wouldn’t be sent away to call customer support, so why should online shopping be any different?
With a chat prompt/option at checkout, you can ensure that your customers have the support they need to complete their purchase.
In fact, in a 2010 study by Forrester , 44% of customers said that “having questions answered by a live person whilst in the middle of an online purchase was one of the most important features”- we can expect that this percentage has only increased in the past 7 years, alongside the increased focus on the customer experience via digital mediums/methods.
And this isn’t the only way Live Chat can help increase sales…
Improved Customer Loyalty
In a customer survey, Touch Agency found that 70% of buying experiences are based on how the customer feels they’re being treated.
The key to creating a human and personalised experience for your customer is being friendly, helpful and engaged. After all, the Customer Service Team are the frontline of your brand-customer communication. If the customer feels a connection with the brand and the Customer Service Representatives they speak to, not only will they be more likely to purchase there and then, but if the shopping experience and follow-up is good, they’ll stick around.
Live Chat offers this personalised and human experience straight from the moment the customer considers a purchase.
Identifying Customer Pain Points
Having an active and accessible support option available throughout the shopping experience also encourages customers to give live feedback and vocalise their pain points as they’re experiencing them. Customer Service thought-leader, Kristin Smaby, explains why this is so important:
“When customers share their story, they’re not just sharing pain points. They’re actually teaching you how to make your product, service and business better. Your customer service organization should be designed to efficiently communicate those issues” (Being Human is Good Business).
Want to offer Live Chat to your customers? We can help! Simply get in touch to find out more…