Help them find order tracking information on their own.Most of these tools will have features that allow you to: We’ve already touched upon how live chat can help save the time of both your customers and agents.Īnd with most of the best Shopify live chat apps coming with powerful automation features, this is taken one step further. Context which you can use to deliver highly personalized suggestions and recommendations that result in an amazing shopping experience. Picking the right ecommerce helpdesk with a live chat will provide you with customer information that’ll save you from asking unnecessary or repetitive questions.īut more importantly, provide you with a lot of context about your customers. (or whatever issue they're facing) to help them complete their purchase. You could initiate a conversation yourself and clarify questions related to payments, returns, etc. So for example, let’s say you notice a customer ‘stuck’ on your checkout page. and the time spent on each of these pages.If you use any of the top live chat apps for ecommerce, you’ll be able to view valuable customer information like: One of the biggest advantages of using a live chat is the ability to deliver personalized service to each of your customers. Deliver personalized service based on customers’ shopping history With 12% of customers stating lack of speed as their biggest frustration with support, this is a major pitfall that live chat can help you avoid. Whatever the case, your customers are not stuck waiting in a queue and instead get their queries answered in a timely manner. Plus you get an overview of each query and can decide in what order you’d like to tackle them. If we look at something like phone support, an agent can only deal with one customer issue at a time.īut with live chat, a single agent can talk to multiple customers simultaneously. Serve multiple customers at the same time Plus you can use the same language used on the rest of your website that allows customers to continue the conversation without requiring any mindset adjustment. A live chat window is easy to spot and just takes a single click to start the conversation. Similarly, you don’t want to be sending your online shoppers to a different tab or platform to have their queries answered.Ī live chat allows customers a simple and convenient way to contact you without interrupting their shopping experience. You probably wouldn’t do it, right? Plus, chances are you may just stop browsing products and leave the store altogether. And they ask you to go home and send an email for an answer. Imagine you’re at a store and ask about their exchange policy. Give customers a frictionless way of resolving queries Simply put, most customers will find it easier to switch over to another store with similar offerings than wait to make a phone call or send an email.Ī live chat allows you to be on-hand and provide instant service that prevents sales from slipping away. 57% of customers abandon their purchase if they can’t get their questions answered quickly. With live chat, you get to recreate the exact same experience for your online shoppers.Īnd not doing so could prove costly. If a customer has questions about a product in a traditional brick-and-mortar store, you’d probably send over a sales assistant to address their concerns. And a prompt response from you could be the difference between making a sale and losing one. Provide instant service to your customers
0 Comments
Leave a Reply. |