Retail and ecommerce companies using web chat software provide by Click4Assistance UK

The Challenge

The savvy shopper is able to source products from all over the world, finding the best deals and forcing businesses to offer better customer service. This can leave ecommerce sites in a very competitive market and needing to find innovative ways to increase their sales. Payment card failures, cart abandonment's and indecisive buyers require intervention while still on the site.

The Solution

Live chat software enables retailers to offer help, live on their website answering customer questions and encouraging them to purchase. Invitations to chat allow an agent to intervene when difficulties are experienced and support the customer to complete the transaction. Using functionality such as Auto Navigation and Co-Browse aids representatives in successfully cross and upselling to increase sales value.

The Result

Instant text based communication allows visitors to ask questions in a low pressure environment and enables agents to offer assistance when it’s needed. Nurturing consumers within chat helps them make a purchase and encourages repeat business as a relationship has been established. Customer satisfaction rates increase as their questions have been answered quickly and they receive a more personal service, improving brand reputation.

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“Click4Assistance offers our customers a fantastic service allowing our brand to have a real time relationship with our customers online. I am extremely excited by this partnership as we aim to be at the forefront of Live Chat developments and customer experience online.”

Head of Digital


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