Free live online phone chating
The trouble with online shopping is that many customers are disconnected from someone who can answer their questions in real time with precision.
Rather than watching potential customers click away from their e-commerce sites, many businesses have been adding live chat support.
Forbes magazine reported in a recent study: “In 2008, Wells Fargo made a second attempt to leverage online chat to drive sales, and happily, this time the results have been crystal clear.
High customer satisfaction scores and a double-digit increase in converted shoppers have shown the value once and for all of this technology.” The key is that customers have someone who can immediately walk them through a sale if they become confused or have a question that can make or break a sale.
The cost savings and convenience for both staff and customers makes live chat not only a viable option for businesses today, but an essential tool for any company that thrives on providing excellent customer service.
A customer’s frustration or need that has yet to be filled is called a pain point, and marketing teams mine social media and message boards for these pain points.
Additionally, the pain of having to dial a 1-800 number and navigate through a maze of numeric options is non-existent.
An ATG Global Consumer Trend study found that 90% of customers consider live chat helpful and an survey found that 63% were more likely to return to a website that offers live chat.
From the representative end of things, agents can quickly copy pre-written responses to common questions into the text box, they can multi-task and talk to multiple customers at the same time — cutting wait times to nothing and eliminating the dreaded “Please hold, your call is important to us” joke of old.When customers use live chat, they’ll try to ensure that a product will perform as advertised or that a promotion will provide the discount they want.