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 abandonments and indecisive buyers require intervention while still on the site.
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.
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.