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30 Sep 2014

Undoubtedly, for its high functionality and umpteenth benefits, live chat is being used as a primary support channel for most of the e-business entrepreneurs but the biggest reason is the customers’ high demand for this support channel.

According to Forester research, 44% of the customers revealed that getting answers to their questions in the middle of a purchase process is the best feature an e-commerce website can offer. For a website delivering on-the-spot and real-time assistance is only possible through live chat because sending personalized emails and making individual calls, has never been a feasible option for various reasons.

Since the businesses today are using a customer-centric strategy; they need to adopt what their customers demand the most.  Let us get into some details why and where customers want to be assisted through live chat support.

Facing Trouble while Searching a Product on a Website

A customer can make a decision of purchasing or quitting a product only after having a look at it. Although, in a brick and mortar store he gets a chance to have a look at product in real-time but in an e-store he can just have a look at the pictures. Therefore, the quality of the images should be of very high quality. Sometimes, a customer finds problem while searching for a product; this is where he needs an immediate assistance. In such a situation, using phone or email does not prove useful because the telephone lines usually remain busy; whereas emails responses take too long. The only useful way of getting real-time and on-the-spot assistance is to use live chat because it enables your customers to approach you only in a matter of seconds.

When a Customer Want to Get Detailed Information on a Product

Sometimes, product description on a website’s page does not prove enough to answer all the queries and concerns of a customer; therefore, he needs to talk to a real person. By providing them 24/7 online assistance on your website, you can make it much easier for your potential clients to get immediate assistance whenever they want. During a one-on-one chat session, your chat agents get a chance to respond to all the queries of a customer which come his way while he’s making an online purchase.

While Drawing Comparison of Products

The biggest strategy which customers use while making an online purchase is drawing a comparison between different products. For customers, the best way of doing it is to interact to a customer support agent; because from him, the potential clients can ask various questions which could help them draw a better comparison.

At Checkout Stage

Checkout stage is where live chat agents remain more alert because here the chances of a customer to quit a shopping cart are high. Usually, here the customers remain confused about the products delivery duration, shipping charges and return policies.



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