Customers are doing more online shopping than ever. Many of them are turning to the internet because they want to be more in control of their transactions. They do not necessarily want to interact with people on the phone and in person. Internet Retailer reports that improved wireless networks and mobile devices are the driving force behind online sales, which are expected to increase by 56 percent from 2015 in the next five years.
Businesses that are looking to take advantage of this trend need to do more than create spectacular websites. They need to implement measures that allow them to improve online customer experience. Etech Global Services offers the following suggestions for companies who are looking to use online customer service to corner the market.
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Accessibility is Crucial :
Customers expect a lot from any website they intend to do business with. Whether they are searching for information or looking to place an order, your live web chat tools should not be hidden or obscure. Chat support should also be easily accessible. Your chat boxes should be as intuitive as your websites. They should appear as soon as customers access your sites and they should be easily noticeable and accessible if they are closed accidentally or intentionally. Many customers are not looking to engage with anyone when they are online. However, when they need answers, live chat is often the first source of assistance they seek.
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Speed Up Response Times :
The rate and efficiency at which your online agents respond to customers are very important. So is the amount of time it takes for them to resolve issues. One of the biggest incentives for consumers to do business online is that it allows them to get things done expeditiously on their time. They do not have to pick up a phone and wait to be serviced. Instead, they can get on their tablets, cellphones and other electronic devices to get the services and products they need whenever they want.
Regardless of how well your websites are put together, live web chat tools can drastically improve overall customer experience with your online business. As long as assistance is provided in a quick and efficient manner, you’ll gain more customers and increase consumer loyalty. -
Provide Ongoing Chat Agent Training and Support :
Agent training is just as important as the quality of the live chat software you are using. Agents need to undergo continuous training in order for them to maintain their efficiency and productivity. They need to know how to anticipate the needs of customers and how to deliver the necessary results right away. They should also have access to support in case they run into customer situations where they are not knowledgeable enough or equipped to handle them.
Live web chat is one of the most effective tools that businesses have in the online world. It helps to bridge the gap and improve the relationship between customers and businesses in a multitude of ways. When leveraged properly, live chat can be a very powerful weapon that can enhance customer service to improve your business’ bottom-line.
