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Increase Customer Loyalty to Your Website With Live Chat Option

September 25, 2014 Patrick Reynolds

Customers are primarily viewed as the driving factor behind the overall success of a company. Therefore, companies are constantly battling each other to win that ever so important intangible, customer loyalty.  Companies are seeking ways to please and satisfy their customers in ways in which they want to be pleased.  Each and everyday, more and more companies are finding that this competitive edge is associated with having a live chat service option on their website. Providing excellent service through live chat is one of the best options available for a web-based company to increase their customer loyalty.

Customer support through live chat has a multitude of purposes. Not only can it act as a portal for customers to receive assistance like they would in a store, but they can also utilize the chat to ask questions and find benefits in products that they may not have been aware of. From a recent study, it showed that customers who engage in live chat are four times more likely to convert to a sale, as those who do not.

Like all of us, most customers think twice, sometimes much more than that, before they take that final leap to make a purchase. Regardless of the products and services the website is offering, customers are going to have questions. That is a given. Customers who do online shopping want the help and assistance that they would normally find in a brick and mortar store, right there on the page. For example, if you store is selling home appliances, electronic items or furniture, customers might want to ask a couple of questions to ensure that they are getting the best deal. Having that chat agent there to assist and answer any questions for the customer, increases the overall experience for the customer and gives them the feeling of confidence in their purchases. According to studies, right around 60 percent of the chats lead to sales simply because the chat representative is able to give the customers the answers they are looking for.

The ultimate objective of all businesses is to gain more customers and to please our customers. Adding a live chat customer support service is one of the most effective methods available to increase your sales and your customer loyalty. The customer market is changing radically the evidence is showing that the trend is moving to chat for assistance. Even though it is a challenging task to gain customer loyalty in the present market, customer support through live chat can make it possible.

Patrick Reynolds

Patrick Reynolds is the VP Partner Strategy for Etech Global Services and has 19 years of experience while working with Etech. Patrick has held variety of Leadership positons at Etech. His responsibilities at Etech includes leading Etech’s chat operations in the 4 Texas and the 2 India based locations.