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.

Find New Ways of Catching Customers with Best Live Chat Software

Are you fully prepared to catch online customers for your e-store? It must be giving a feel that you are going on a battlefield to win a war. Catching customers in a market place with hundreds and thousands of competitors is no less than a war where you have to go with full preparations to win as many customers as you can.

Being more technology-savvy and less forgiving than before, customers are not going to come to you own their own until or unless you offer something really convincing and more appealing. Getting customers in online market place is even tougher because here you can’t develop a one-on-one contact with them.

However, with the arrival of best live chat software, the scenario got completely changed. The presence of chat button appeals a customer more. The client feels more comfortable when he knows that there is someone real present who could provide him right guidance by conducting a one-on-one conversation.

Having this web-based chat application installed on their e-commerce websites, retailers can observe the visitors on their websites and they can even monitor them proactively anytime they want. Usually, by using this chat software the live support personal catches up with the customers instantly the moment they land on their websites.

The proactive chat greetings can also be used on other pages and occasions; for instance, an online support agent can send a proactive chat greeting to a potential client if he or she has spent more time on checkout stage. However, here the context of the chat message will be in accordance with location of visitors on your page. For example, on the checkout stage, the live chat operator will send a greeting carrying a message related to shipping, discounts and different payment methods.

Another easy and useful way to catch customers through chat support software is to expand your service hours round the clock. Doing so, time zone difference can’t hamper you to get connected to your worldwide customers. Additionally, your 24/7 availability will make you more familiar in the international market.

Live chat has provided a number of ways for online retailers to reach out to their worldwide online clients.

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.

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.

Dealing Customer’s Pain Points through Live Support Software

Delving into customers’ pain points is essential as it helps you know what frustrating experiences your customer has been going through while searching and buying a product online. By knowing this, you can come up with better solutions and relieve customers from stresses which ultimately increase your bottom line. Suppose if a customer navigates through your website and adds an item in his virtual shopping cart, he might come across some queries about many things like shipping cost or may find any other problem in check out process. If not given a proper help at right time, your potential customer might move away from your website to save his time. The major issue is how an online retailer can get to know about his potential customer’s issues in the absence of a face-to-face contact. Having live support software in your e-commerce website, you can easily identify your customers’ pain points and come up with best solutions ultimately generating huge revenues for you.

The tracking component of live chat software will allow chat reps to track statistics-such as customer’s behavior footprints, referring URLs and referral keywords. Thus getting this information the online agents can judge what issues a potential customer is going through during a purchase process on your website.

Once the problems of customers are recognized, the chat agents provide on-the-spot assistance through a chat box window in the form of text conversation. The 24/7 arability feature of Live Support Chat Software enables chat agents to deal with customers’ issues any time. This way, resolving most of the customer’s issues, online retailers enhance their customers experience and reduce their shopping cart abandonments.

A market survey has shown that 63% of people return to a website if they find live assistance whereas 38% of the customers indicated that they completed their purchase process after having assistance through online agents during chat session.

Customers usually don’t prefer services with high cost, therefore using Live Support Software you can provide cost effective services to your potential buyers, which leave them with happy experience.

There is no denying the fact that using Live Support Chat Software in your e-commerce websites, you can trace out your customers pain points and can deal them in a more professional way.

How GPS Vehicle Trackers Can Use Live Support Software

Have some time to spare? Then, let’s play a mind-game! Can you list me the possibilities of what could go wrong if someone left their home unlocked? I am sure within seconds you would enthusiastically cry out that everything will be stolen. By the time the unfortunate person comes home, they will realize everything from their 3D plasma TV to the dirty spoon in their sink is long gone. Had commonsense been used, this incident wouldn’t have occurred! Yet, human error is mostly responsible for a lot of things that go wrong. The National Highway Traffic Safety Administration reported nearly half of vehicle theft happens when careless drivers leave keys in the ignition or their doors unlocked. As a sales professional of a GPS vehicle tracking system, you can use live support software to educate consumers about the reality of auto theft.

According to the National Highway Traffic Safety Administration (NHTSA), a vehicle in the United States is stolen every 33 seconds. If your customer believes they won’t become victims of a grand theft auto scheme, be sure to let them know that 72% of all vehicles stolen are passenger cars! You can communicate this impertinent data through live chat software. It’s an online CRM application which connects website visitors to a customer service representative (CSR). Upon entering your website, a customer may want to learn more about a GPS vehicle tracking system. They may not know what it is or how much it costs.

Live chat software doesn’t waste time in engaging customers in a meaningful conversation. As soon as a browser goes through your website, our CSR gauges their online behavior using a web analytic feature. By understanding the referral URL, keyword searches, and webpage duration, live support software gets to the bottom of the problems a customer is experiencing on your website. At this point, the CSR sends a chat invitation to commence a one-on-one conversation. Their proactive approach diminishes the need to fill out a form in which a customer answers how many vehicles require tracking or what industry they are in. In addition, customers will no longer have to wait for a reply. They can receive answers in real-time!

Using Best Live Chat Software can enhance the Customer’s Perception of Your Business

In today’s cut throat marketing competition, it is not less than a challenge for an online retailer to set big image of his company, especially when he has just entered the online business world. Although, a website is obligatory for every online business but it is not enough to endure the tough marketing competition. Being an online retailer, you are required to equip yourself with latest web tools and techniques so that you could make your presence felt in jam-packed online market. Implementing live chat software in your business website has provided you with all ingredients necessary to make you look bigger. Here we will see, how live support has paved the way for online retailers to earn big name.

Enhanced Customer Service:

Customer service plays a central role in success or failure of a business. The more an online business is efficient in providing best customer service, the more likely it is to get familiarity among its competitors.  Live support software in online business website helps improving customer service level in different ways. Live operators handling online chat give quick responses to their customers and solve their queries in a more professional way. Live support allows chat representative to provide 24/7 help to all the customers across the globe. The enhanced customer service level in-turn will build a positive reputation of an online business.

Build Credibility:

It is another key factor which can make or break the image of your online business. Using live chat software on your e-commerce website you can win credibility by providing real-time, more personalized and quick assistance to your customers. The appearance of live chat button on your business website fosters customers’ trust in you as they can find a real person to talk with. After once a chat session has started with a live chat operator, customers can get all their questions answered within seconds.

Increase Online Traffic:

Live support software allows live operators to proactively approach the visitors the moment they land on your page. Proactive approach doesn’t let your customers lost in the information provided on your website. Instead live chat operators offer help to potential customers and increase traffic on their website.

Live chat software is a useful tool, which helps online retailers to establish a bigger name of their business even in the face of steep marketing competition.

M commerce Retailers use Support Chat Software to Target Male Customers

Brace yourself: Retailers are in for a rude awakening if they do not evolve their websites for m-commerce. Big Commerce revealed in “Will M-Commerce Overtake E-Commerce?” global retail spending habits are transforming. M-commerce is short form for mobile commerce. It is predicted that by 2015, m-commerce will generate $119 billion worldwide. Big Commerce believes there are many reasons why people are consummating purchase transactions via mobile phones. In their information graphic, they reported 59% of male customers prefer to make purchases on their phones. On the other hand, 54% of women feel comfortable doing so! M-tailers should optimize their website for Smartphone platforms and integrate live chat support software to capture the male demographics’ pocket vote.

According to a 2012 m-commerce projection, male mobile shoppers will spend $677 where as female m-commerce customers will spend $489. Despite being the customer segment which more readily adopts technology and downloads apps, females prefer to shop via tablets. Studies reveal the smartphone’s screen size limits closer product inspection. This is a recurring problem as women require zooming-in capabilities for apparel. M-tailers should create a mobile version of website to sell digital content (76%), apparel (38%) and electronics (33%).  However, it isn’t enough to create a smartphone web browser. Customer support is regularly required by customers whether they shop in traditional retail establishments and on e-commerce websites. M-commerce is not the exception either! support chat software readily provides this help!

Live chat support software is an online CRM application which is accessible on e-commerce websites and on m-commerce platforms. It is a cost-effective solution and is designed for Apple’s iPhone and Google’s Android. Users are greeted by a courteous customer service representative (CSR) whose duty is to provide customer service and support. Support chat software has a tracking element which analyzes user information such as keyword searches and webpage duration. CSRs proactively engage customers in a meaningful discussion to provide assistance in real-time. CSRs live chat with inquisitive buyers to explain them company policies and to push informational links in order to locate products they are having trouble finding.