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How do you sell more of your products to consumers? The answer could be anything from slashing prices to introducing brand-new features. But what if all you had to do was make it easier for customers to purchase from your website? Live chat outsourcing does precisely this.
Live chat is a customer service channel that reduces customers’ effort to make decisions and buy products online. The fewer obstacles they face during purchasing, the likelier they will push through with the transaction.
Some fast facts about live chat:
*Live chat is capable of delivering responses in real time
*More than half of customers have used live chat while browsing through websites
*The younger set (18-24) prefer live chat to phone
*Almost half of customers prefer to use live chat for questions related to online shopping
How do you make it work for your online holiday shopping business?
Here are the benefits of live chat outsourcing.
- Show the option only when staff are available.
The instantaneous nature of live chat gives it the edge over customer service channels such as phone and email. Customers generally expect to receive a response within a minute. That said, it is best practice to offer live chat as an option only when agents are available to respond to queries. Otherwise, it would simply be a redundancy to existing customer service channels.
- Offer it proactively.
Live chat works best as a pop-up window that appears when a customer enters or lingers on the website. This sends them that an agent is ready to respond to queries in real-time. Likewise, the pop-up window should be easy for customers to close down if they’re uninterested.
- Offer it at critical points of the purchasing process.
Offering live chat when customers browse the listed products and check out is the most strategic.
How do you sell more of your products to consumers? The answer could be anything from slashing prices to introducing brand-new features. But what if all you had to do was make it easier for customers to purchase from your website?
Will Live Chat Support Improve Sales this Christmas?
The answer is yes. There is a lot for shopping businesses to gain from this customer service channel, mainly is they use best practices. Most shoppers are receptive to proactive live chat support, and there is high satisfaction with the service they receive on this channel.
Live chat support helps businesses give customers an extra nudge while they scour online shops for gifts. Two kinds of shoppers’ live chat can assist. The first would be the shoppers who know what they want to buy for themselves and the people in their lives. They may have specific questions about a product’s features and warranty, especially if it’s a high-end gadget or home appliance. They may also compare prices and look for the lowest markup online. Proactive customer service can add some extra persuasion and seal the deal. It allows agents to say why the business offers the best bargain by discussing shipping rates, holiday deals, and exchange policies.
It can also be helpful for shoppers who haven’t thought of what to buy for friends and family. In this case, live chat agents can make suggestions and discuss current trends in the shoppers’ buying needs. The only problem is that it may take more resources to hire temporary workers, so it is probably best to explore live chat customer service.
Magellan Solutions’ live chat gives customers personal assistance and additional information while they make shopping decisions. It also assures them that they are talking to an actual expert on the business instead of an automated response machine. It is an effective sales driver for holiday shopping businesses interested in improving customer experience and expanding profit margins. Inquire about live chat outsourcing services with us; contact us now.