Contact Center Solutions Featured Article

The Importance of Live Chat for Online Retailers

January 20, 2014

Customers are the king of any business and this is why more and more companies are looking for ways to engage with the customers. A variety of media is used for customer engagement, ranging from call centers to social media. However, one important tool many retailers miss is live chat on their websites. This has been shown in a study conducted by LogMeIn (News - Alert) in 2013. This study shows that more than one-fourth of shoppers are likely to make a purchase when they get to talk to a live agent. This is because having a live chat is similar to having a salesperson when someone walks into a store. Any questions or doubts that a customer has can be clarified right away when there is a sales agent present through live chat.

Other than this obvious reason, there are other aspects too that make live chat an important feature for online shoppers. Firstly, live chat is convenient for shoppers. They can get their questions answered at any time through shopping and this helps them to make the right buying decisions. Also, live chat is better than calling a customer service number because users can multitask while they shop instead of going through many numeric options to reach to a call center agent. Further, live chat is faster than call centers and this is yet another reason for customers to prefer a live chat within the website.

From the businesses' point of view, live chat provides the service that customers need right away and this helps them to build a better relationship with the customer. Also, it reduces costs because having a live chat agent is cheaper than a call center. Employee efficiency is high as well because employees can multitask and can chat with many customers at the same time.

All these factors make live chat an important tool for both shoppers and businesses, therefore, it is time retail websites add it to their sites. 




Edited by Cassandra Tucker

Article comments powered by Disqus

Related Contact Center Solutions Articles

E-value International to Launch in Thriving Romanian Contact Center Market

According to a recent article published by The Diplomat, E-value International (EI) has opened a call center in Romania. The new facility is the latest addition to a growing contact center market in the country. [ Read More ]
03/31/2015

Satmetrix Finds Costco, USAA, Amazon.com and Apple Rank Highest for Customer Loyalty

Obviously one of the most important metrics for answering the question, "so how are we doing?" when it comes to providing compelling customer experiences is customer loyalty. In fact, measuring customer loyalty in general and against competitors is critical. In a world where alternatives are always a click away, and where customer acquisition costs are much higher than retaining existing ones, reducing churn and having permission to upsell is huge. [ Read More ]
03/31/2015

Report: Customer Service a Primary Concern for Consumers, Businesses

In the latest report from The Economist Intelligence Unit, "Creating a seamless retail customer experience," it asked consumers what exactly they want in their customer service and asked companies how they felt they deliver positive service through new technologies. [ Read More ]
03/30/2015

JD Power VoX: Holistic Approach to Customer Experience Monitoring and Management

One of the more interesting challenges in a world where enhancing the customer experience is now at the top of C-level lists everywhere is how to analyze and optimize those experience to drive financial results. For over 45 years, Westlake Village, California-based J.D. Power has specialized in helping organizations better understand the voice of the customer, and they have just introduced something that is sure to capture executive attention. [ Read More ]
03/27/2015

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!