Optimize Your Online Customer Service with Live Chat Software

A website with relevant content is not enough to accomplish all of your online business tasks in a precise manner.  To satisfy the increasing demands of your modern-day tech-savvy customers and to endure the heat of a tough market situation, you need to take the edge of smart strategies and useful business tools. You can’t randomly select your customers and  deliver your services. To remain on the winning streak, you need to define your business goals, your target audience and the possible tools and techniques using which you could pave your ways towards success. Here is where you need to implement live chat software on your e-commerce website.

See how this web-based chat application optimizes your online customer service tasks.

Ease of Communication with Your Customers:  A successful and effective communication is the way through which an e-business communication can establish a relationship with its potential customers. Thus, by carrying out a smooth text-based conversation through chat software, you can develop a strong customer relationship.

Provide Immediate Assistance: A customer sometimes doesn’t have time to go through the whole content provided on your website to get information about your products or services; all that he/she wants is to talk to a real person to get real-time and precise answers. Using the best chat support software, your chat reps can immediately approach visitors on your website to provide them instant help during their site journey.

Monitor Visitor and Control Shopping Cart Abandonment:  Like a typical grocery store, where entry of every coming visitor is noticed and where the customers are provided help from the moment they enter till the time they exit. An online store needs a virtual salesperson who could watch the arrival of every visitor so that he can provide him the necessary help to reduce shopping cart abandonment and increase online sales.

By using real-time traffic monitoring feature of support chat software, you can monitor where a visitor has reached on your website, how long has he/she been there, which page of your website he/she is currently navigating through. Thus, by noticing all these things you can make your services more precise and can provide more accurate responses to your potential client. You proactively approach a visitor at the checkout stage and can help him/her to complete the online purchase.

Last but not the least, live chat helps you optimize all of your online customer service tasks in the way, which could yield better results for you.

Characteristics of Good Live Chat Software

The online business world is rapidly increasing and all of this is thanks to the wonderful software that is providing amazing website support. An online company is incomplete without the live support for their clients. Perhaps, this is the reason why there are thousands and thousands of software in the market to fool you. Some companies are taking advantage of this situation but you must always be on your guard. Here are the things that should be considered when you are buying chat software.

Live chat software should have an ample amount of experience. The software must have at least six to eight years of experience of serving the online businesses. There are even some gem like software that has ten to eleven years of experience so you need to consider them before you choose any second rate company.

The software must always have real time controlling and monitoring features. The live support chat software must keep history of client activity. It should keep record of where the client went, which products he looked at, which products made it to cart and which got abandoned. These little things matter a lot. You can use this kind of history and learn the pattern, which the clients follow. Soon, you will be able to anticipate the moves and you will be able to make a strategy that will benefit your company.

The software must also have the customization feature. You cannot just put the chat button on every webpage. The chat button must be harmonized and blended with the rest of the website design so that it sticks out but still be a part of the webpage.

The software must also support different languages. At least it should support the few basic languages like English, Italian, German, French, and Arabic etc.

The software company should have twenty-four hour support and must be available all the time. They should be available over the email, telephone and live chat, so that you can reach them according to the intensity of the problem.

Live Chat Software – A Useful Analytical Tool

Why it is important for the retailers to be aware of what is going on their e-commerce websites and which kind of visitors are they receiving? Keeping all this information is important because it provides vendors an insight on making necessary improvements in their websites as well as in their online customer service. Doing this, the e-business merchants can even increase their sales, improve customer service, enhance online marketing performance and watch their business progress?

What could be the right and effective way through which a retailer could get the accurate results in gathering all information about his/her website visitors and online services? Live chat software has proved to be a useful analytical tool in this regard. Implementing this web-based chat application on their websites, the retailers get instant, accurate and useful information about their visitors.

See how this online customer service tool helps you gather important facts about your visitors and your website.

Web-Traffic Monitoring: The real time monitoring feature of online support software lets the entrepreneurs to monitor the daily and monthly traffic on their websites. This includes the page views and unique hits (unique visitor IP). Moreover, it allows the retailers to know about the geographical location of their visitors, browser type and even the operating system. By gathering all this information, a retailer can know what he is lacking and where to make improvements.

Identify Visitors:  When a visitor navigates through your website for the second, third or more time or when he visits a specific page on your website, you can immediately identify him.

Keyword Search: Another way through which you can identify a specific visitor on your e-commerce website is by matching his/her search keyword with the one in your pre-set list.

Chat Histories:  Online chat enables retailers to save chat histories. Reviewing this saved data, the vendors can carry out analysis about chat time, response time, operators’ log in date and much more.

Gathering all this useful and minute information about their online customers through live chat support software, the retailers can monitor where they stand in the market and what could they do to go a step ahead.

How Live Chat Software Helps You to Identify Visitors on Your Website?

To become a successful entrepreneur, you need to stay in-touch with different marketing conditions, your competitors as well as your customers. Knowing visitors on your website is important as it gives you useful insights into who they actually are and what they like or dislike about your website or online services. Getting all this information helps you develop effective online business plans. How can retailers running online businesses identify visitors on their websites? Apparently getting detailed information about your visitors seems like quite a complicated and time consuming process but implementing live support software on your e-commerce website, the task as become much easier.

Here is how live chat support software’s astonishing features help you identify visitors on your website.

Visitor Identification:  Suppose when a visitor navigates through your website more than once or browses a particular page, you can immediately identify him and even can trace out VIP visitors from your visitor list.

Keyword Match:  Another way to identify visitors on your website is to match keywords. Suppose if a visitor browses through your website using a search keyword that matches the one which is in your pre-set list, you can recognize him at once.

Real-Time Traffic Monitoring: The real-time monitoring feature of live chat software helps you identify the visitors on your website. This feature enables retailers to monitor daily, monthly web site traffic, including page views and unique hits (unique visitor IP). You can also gather useful information about your visitor which include; visitor’s geographical location, browser type and even the operating system they use. Using the current URLs and referral URLs, you can identify where your particular visitor has come from? How much time a visitor has spent on your website?

Visitor’s Chat History & Footprint:  Live chat support software enables you to store your visitor’s chat history, contact information and footprint in the operator’s server which later helps you to identify a visitor when he/she comes to log in for second time. Your live chat operators can even check the operating history of your visitors.

Live chat has made it easy, quick and simple to identify visitor on your e-commerce website.

Live Chat Software – A Perfect Tool for Retaining Visitors on Your Website

Retailers running online businesses usually put in much effort on building their websites so that they could retain as many visitors as they can. For this, they do consider an eye-catching design for their website along with engaging contents. Sometimes, despite these efforts, the entrepreneurs don’t get the desired results as the visitors don’t proceed from one page of their website to the other. There could be many factors contributing to such reactions from visitors such as; availability of many other best options, lack of time, visitors’ high expectations and many others. In such a frustrating situation, a retailer must be thinking of multiple ways and techniques through which he/she could keep visitors on his website for longer periods of time. It would not be less than a wonder if he finds a single solution of all his business fears and concerns.

Implementing live chat software properly on their e-commerce websites, the retailers can make them much more interactive and engaging for their visitors. The web-based chat application plays a significant role in retaining visitors to a particular e-business website. The presence of a chat box window through which online support is carried out in the form a text conversation, prompts visitors to put in their queries and concerns in front of chat agents.  Getting immediate and relevant answers at the right time increases visitors’ interest towards your website and hence they like to spend time Browsing through the website.

Receiving more personalized and real-time assistance not only increases your visitors’ satisfaction; rather, it assures them that there is someone real present who cares for their concerns. Once the visitors develop interest in your services and trust in your creditability, they would suggest your site to their friends, family, colleagues and other people in their surroundings and social media contacts.

No matter, how tough is the competition and how demanding are the visitors, Best live chat software enables retailers to magnetize bulk of traffic on their website for longer.

Live Chat Software Meets the Need of Interactive Customer Support

Excessive use of social media and text messaging has made the people much more interactive than before. Being chat savvy, people now deal every matter of their life through interaction. When it comes to purchasing online, customers prefer the companies or businesses which provide them a fair chance to interact. But how can a customer talk to a retailer or a salesperson while making an online purchase? Although, email or phone serves as a medium of interaction between the sellers and the purchasers, this does not prove to be as effective. To make an online purchase, customers need seamless and instant communication with the salespersons to discuss the whole purchase process. 

Suppose if a customer wants to make a purchase instantly, he needs a one-on-one seamless interaction. In such situation, replying through email is not feasible both for the sellers as well as purchasers. Customers have to wait too long to get replies, and the frustration of waiting long may turn them towards your competitors. Moreover, on retailers’ part it is not easy to provide instant replies to every customer through emails. On the other hand, discussing a purchase process on the phone does not provide an effective support to customers; because usually the helpline goes busy due to overload.  Additionally, helping through phone call is expensive both for the sellers as well as purchasers. Customers would hardly go to make a purchase where they are charged heavily even for getting guidance on the product to be purchased. Here is where online business owners need to leverage the benefits of live chat software to make their customer service more effective.

Implementing this web-based chat application, the retailers have met their customers’ demands in the best way. Online chat is placed on the most visible location of an e-commerce website as a chat box window. Using this, the live chat agents carry out one-on-one continuous interaction with their online customers. All the queries and concerns are resolved on the spot. Carrying out seamless communication, the expert chat agents leave none of their customers’ questions unanswered. The chat session does not end unless a customer gets completely satisfied. Paying no price, customers can seek the help as long as they want.

Live support software enables chat agents to carry out real-time and more personalized communication with their customers. Moreover, the 24/7 availability feature allows chat reps to provide round the clock interactive service to their customers all across the globe.  

On the shorter note, live chat software has beautifully met the customers’ demands. By soothing and simplifying the communication, it has increased the efficiency of online businesses. The web-based chat application best meets the customers’ want of interactive support. Providing, instant, seamless and real-time interaction, live chat increases customers’ satisfaction.

Tips to Turn Your Visitors into Legitimate Buyers Using Live Support Chat Software

There is no denying the fact that your customers are your great assets. Increase in your online clientele is proportional to increase in your revenues. Although, having plenty of visitors on your e-commerce website benefits you in one way or another but the real profit comes when you convert these online clientele into legitimate buyers. In today’s crowded online market, converting your visitors into customers is not less than a challenge. When a visitor uses internet to search out a product or brand, he comes across a number of websites. After navigating through a lot of websites, he chooses only one or two to buy his desired product or services, while the rest are sidelined. What has compelled the visitors to choose those particular sites?  Being internet savvy, the online customers are quite picky now and they choose which attracts them the most. Additionally, other than producing quality products, the online retailers should engage customers using the latest tools and techniques. One of the most reliable and effective online customer service tools is live support software. Using this web-based chat application, you cannot only engage visitors to your website but can also convert them into legitimate buyers.

See how live chat on your e-commerce website helps you convert your visitors into buyers

Give a human touch to your website: Foremost thing which matters in converting a visitor into a buyer is to win his/her trust. How one can win the trust of a visitor? Visitors usually don’t buy things blindly; they want someone real to talk with to discuss the whole purchasinge process. The presence of a real person encourages them to make an online purchase.  How can an online entrepreneur make his presence felt? By Implementing chat support software on your website, you can give human touch to your website.

Approach Visitors Proactively: Using the tracking component of live support software, the online chat representatives can keep an eye on the visitors navigating through their websites. Keeping a track of the visitors’ activities they can provide them with immediate help where required. Such a proactive approach helps engaging customers. Getting the accurate, immediate and more personalized answers of their queries, the customers continue their purchase process. Additionally, proactive approach also enables chat reps to approach potential customers during check out process. Guiding the potential customers through the check out process, the live chat agents reduce the shopping cart abandonment.

Offer Free Online Shopping:  Free online shipping is great attraction for the online visitors. Thus offering free online shipping, you can entice your potential customers to make a purchase.

Offer Discounts:  Discount is another big attraction for the online shoppers. Discounts even sometimes compel potential buyers to purchase things which they really don’t need.

Having remarkable features, online support has enabled retailers to convert their online clientele into true buyers. Having a consistent and enhanced customer service experience, these legitimate buyers then become loyal to your brand.

Make a Connection with Referral Traffic with Live Chat Software

Almost every business is online. It has become almost mandatory to have your business website if you want to become successful. Many digital marketers will tell you how important it is to use social networks to share your textual and visual content. If you aren’t social media savvy, then you can use guest blogs to get your name out there. Jason DeMers, CEO of AudienceBloom, suggests bloggers to check Yahoo Answers or Quora for topic ideas. Contribute them to niche sites on a regular basis and be sure to use inbound links. Once you get referral traffic to your site, you can use live chat software to convert readers into buyers.

Endless Topic Ideas

DeMers believe it is impertinent to have insightful content if you want to engage readers. You can answer common questions that relate to your niche. It is advisable to write your opinion on recent industry news. By sharing guest blogs, you will build brand awareness and become recognized as an authority figure.  All in all, good blogs will motivate people to visit your website to learn more about your product offerings. You can use live chat software, an online CRM application, to connect with high-quality leads.

Insightful Tool

Easily-installed, live support software appears as a chat API window on your website. You can tweak the logo, banner, and theme colors to go along with the rest of the website.  Globally-situated customer service representatives (CSRs) are appointed to handle inquiries, complaints, and suggestions. They send a welcome text-based message to every person that enters your online store.  A built-in web analytic feature is then used to assess referral URL source, keyword searches and webpage duration. Through this tool, operators can go directly to the link to see what you have written about. It will give them an idea what visitors will ask of them.

Real-Time Resolution

Operators can then ask a series of strategic questions to learn as much as possible. Live support software will help website visitors open up about their situation. A one-on-one dialogue is sufficient to help operators understand what qualified leads are interested in. They can use their expertise in customer service to answer all questions courteously. Visitors are navigated throughout the website to explore product offerings. They are shown products which will meet their personal requirements and budget restraints.

Basic Features To Look For Before Finalizing Live Chat Software

There are no ifs and buts about the importance of having live chat support software installed on your corporate website today. Every online business must have a live chat system not just to cater to the needs of growing online community of buyers but also because you do not miss any possible lead. However, finding a suitable online chat system is a daunting task that should not only serve customers but also be cost effective. Choice becomes more difficult when developers provide different kinds of live chat software with numerous features. Therefore, an entrepreneur must have a complete know how about all the compulsory features of a good live chat software.

Round the Clock Support: Before finalizing any chat support software, do check if the company offers continuous, round the clock support or not. It might happen that few companies might only provide live chat service according to the USA and UK office hours only so for companies operating in other countries; it will become difficult to conduct business activities accordingly.

Easy to Install: Before purchasing live chat software, you must check if the software comes with a hassle free and easy to install process or not. Select software which only takes few steps for installation. All you need is to choose a service provider, fill up a registration form followed by software download.

Customizable Offers: It is not wrong to say that customization is the most important feature, you must look for while adding live chat software to your website. Make sure, your live chat application is easy to customize such as it allows you to add or delete certain sound alert and change the windows look and you must be able to change some changes according to your business preferences such as multi-lingual chat option.

Capable to Track Customers: This is the basic yet most neglected feature by most of the online entrepreneurs. Live chat support software must be capable to keep a check on the number of visitors on your website. It will help you collecting valuable information such customers’ geographical information, most visited website pages, most viewed website categories, most visited products or services and other important data.

Proactive Chat Option: Proactive chat is one of the nicest chat features that every reliable live chat system must have. When a random visitor comes on your website, the online operator should be able to proactively invite him to prompt chat. Once the person accepts it, the website representative can ask him further and guide him accordingly. This is certainly the best and one of its kind of feature and is capable to make more satisfied customers.

Now being an entrepreneur you have a list of must-have features that you should look for while purchasing live chat software.

Live Chat Software Makes Immediate Connection with Website Visitors

Time is of the essence! None value their time more than online customers. To streamline their search process, they enter product keywords in search engines such as Google and Bing. They visit websites that are listed on the top of the search engine result page. Prospective customers even look at pay-per-click advertisements to find top retailers. However, the search doesn’t end when they click on the URL. Most customers make a negative assessment of the e-commerce website and bounce within the first ten seconds. Visitors that stay up to twenty seconds are still doubtful. If you fail their assessment critique, they will quickly move onto a competitor’s website. What can you do to increase their retention? Consider using live chat software!

There are many options at your disposal

The E-Tailing Group issued survey results in 2007 about online shoppers. They discovered 77% of prospective buyers are “very to somewhat” influenced by the quality of content that is available on the website. The quality of content includes but is not limited to textual product descriptions, product images, and instructional videos. You should incorporate this type of content on your website. It will help visitors complete their research. Unfortunately, there are user-unfriendly websites that makes it difficult for browsers to complete their research. Bad websites are difficult to navigate around. Thus, customers are unable to find engaging content that will influence their purchase decision.

Is this problem a grave one?

The Nielsen Norman Group explains every e-retailer has 10-20 seconds to convince website visitors to stay on their website. If customers are unable to find engaging content quickly enough, they will bounce off and look elsewhere. This means all of the hard work you put into creating content will go to waste! You can influence customer retention with best live chat software.

Introducing Live Support Software

• It is an online CRM application that appears on your website as a chat API window and click-to-chat button.
• When visitors enter the website, they are immediately sent a welcome message by a customer service representative (CSR).
• The welcome message is sent to build their awareness that your business offers live chat technology.
• Customers can use the chat box within the first twenty seconds to learn more about your business.
• CSRs waste no time in responding to customers. They know that every second counts.
• They ask open-ended questions to learn in a one-on-one basis about customer needs.
• They navigate customers around the website to help them discover your engaging content.
• Live support software also enables them to resolve common search queries and clarify company policies.