In the world of real stores, sellers are key players when closing a sale, how is the logic of buying and selling in the virtual world? If we are sure of something, it is that good customer service tips the balance favorably. This is where online chat comes into play.
Loyalty to our visitors in online shopping implies knowing their behaviors and what they feel and expect when they enter our store. Consider an outstanding fact: the users most likely to buy are those who “chat” and spend more time browsing.
“A happy customer is a customer who stays.”
If we take into account the particularities of this audience, we can:
Decrease the Dropout Rate on the Site:
On the Internet, going from one store to another is much simpler than in the real world. When a user navigates, he usually has several sites open at the same time, so it is essential to ensure that when he visits our website, he decides to stay there. For that, offering a quick way to contact and be present is the best way to retain it and provide good attention.
Making contact with the client is a way to build trust and show that there is indeed someone on the other side to help you. Also, this has a direct impact on sales. According to a study conducted by the Argentine Chamber of Electronic Commerce, in the country, 30% of consumers say they are distrustful to buy online and perceive it as a disadvantage. Also, 15% are uncertain about the handling of their data. This tendency is reversed when there is a person on the other side, attending your queries.
In the case of e-commerce, live chat is an ideal tool to reverse almost all the disadvantages that customers feel when making purchases online, through real-time human contact that can clear all kinds of doubts.
Increase Customer Satisfaction:
Live chat support is useful and assists users during their purchase process. Many people even feel calmer just by looking at the live chat button and knowing that the tool is available to solve any problem they have.
Main Advantages of Having a Live Chat in Your Virtual Store
According to The Xerox Institute of Work, in the US, almost 54% of consumers prefer direct human contact from traditional channels. The same goes for 53% of French consumers.
In Latin America, there is still a lot to develop in terms of e-commerce, however, in Argentina; there is a very developed market with a “high penetration of e-commerce,” as indicated by the Argentine Chamber of Electronic Commerce, where 90% of the adults already bought online sometime. This represents 17.8 million people, 17% more than in 2015.
So, in this context,
How can the incorporation of live chat services on our website help us?
The correct management of this tool allows:
Increase Conversion Rate:
Reduce the abandonment of the shopping cart since we can guide the visits towards a safe and effective purchase, solving the doubts at the moment.
Improve Customer Service:
Solving problems quickly and without waiting for e-mails or having to phone will help us retain more customers.
Reduce Customer Acquisition and Customer Service Costs:
In comparison with the phone answering service, in the online platform, the same person can serve several clients at the same time, and this represents a significant advantage.
The Bots, the Ideal ally of Live Chat:
In 2017 the attention of the digital channels was reformulated due to the bots. Artificial intelligence systems began to become increasingly important in the field and the live chat channel in particular. Live chat and bots can get along very well or very badly, depending on how they are used and what technology is adopted. Because it is a new technology, it still has errors and needs much improvement. The temptation to delegate customer service to bots without good articulation can be risky for the user experience.
In this note, we recommend that it is best to use live chat services for your small business. Finally, customer service through a well-managed live chat, in addition to being a great support tool, is an excellent sales tool.
On the one hand, it allows the company to have a lot of information that can then be capitalized to categorize customers and retain them according to the different profiles that are being established. Also, the proactivity in the management of online sales makes customers avoid waiting, evacuate doubts instantly, and build a bond of trust that takes shape with the closing of a new sale.