Customer Support Of Live Chat Software

1726 Words Jan 16th, 2016 7 Pages
Satisfying your customers is the number one goal.

That’s why, a wave of businesses are investing in live chat software as a customer support option. Research tells us that “live chat has the highest satisfaction levels for any customer service channel, with 73%, compared with 61% for email and 44% for phone.”

But live chat is more than just a customer support tool. One-on-one communication with customers opens the doors to learning more about consumer behavior. Live engagement can uncover product mishaps and branding opportunities.

Gain more from your live chat software. Here are six ways to move your team beyond customer support:

1. Increase Sales
On average, 67% of shoppers abandon their online shopping carts. And most leave due to checkout process confusion, lack of product information, or unanswered questions about payment options and shipping costs.

Live chat changes this paradigm by offering immediate assistance to “save” lost sales. Marketing professional Lior Levin agrees that chat agents make an impact when they walk shoppers through the sales process.

Levin says, “This helps eliminate bounces away from retail websites and ensure that full shopping carts make it through check out.”

Moreover, savvy live chat reps can answer the customer’s initial inquiry and spot opportunities to help the individual with product offerings.

Shoppers are more likely to buy when informed. In the example below, agent Adam responds to Jaye’s product question. Then, Adam offers…
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