If you're still undecided about adding a live chat option to your e-commerce site, it's probably time you get off the fence. Why? Because consumers are a chatty bunch.
When it comes to communicating with companies, today’s consumers want a variety of options across multiple channels, according to a recent study from customer service firm Gladly. They also expect zero repeats and one answer.
That may seem like a tall order, but today, the quality of your company’s customer service is what sets you apart from the pack. In fact, Gladly found that 54% of consumers make decisions based on customer service, with 68% saying they’d pay more for products and services from a company with a strong customer service record.
To put the popularity of live chatting into perspective, it’s also important to understand who the largest consumer demographic in the world belongs to right now: millennials. This is the first generation to have grown up around computers and smartphones. They expect their shopping experiences to be seamless and technology-driven – and that includes customer service, where they demand quick responses to their queries, preferably via chat.
Adding live chat to your e-commerce site has a host of benefits. Here are our Top 5:
1. It's Fast
A live chat immediately connects your customer with a representative. Traditional call center directories, meanwhile, can be difficult to navigate and can quickly aggravate customers, especially if they’re placed in a lengthy queue.
2. It's Easy
In a live chat, information is easier to relay. For example, confirmation numbers can be cut and pasted, and product links can be shared and clicked. Instructions tend to be easier to understand and the chat moves along at your customer’s pace.
3. It's Practical
We know consumers want a variety of customer service options available across multiple channels. Live chats can be initiated on a PC, laptop, tablet or smartphone at any time.
4. It's Convenient
Live chats don’t involve call transfers and your customers will never be asked to repeat information. In most cases, problems are resolved quickly and more efficiently, increasing customer satisfaction.
5. It's Effective
Live chat software can sync with other related systems and services, so information about previous orders and chats can be easily accessed and aggregated. That helps you provide a better customer experience across the board.
While live chat is a great way to appease modern consumers who prefer texting and messaging, it can be equally beneficial to your e-commerce business. With live chat, you’ll gain a better grasp of your customers’ pain points, which can help improve customer satisfaction and increase sales. Remember, your e-commerce company’s approach to customer service is critical for lasting success.