The Internet has completely changed the way enterprises carry out their business. As large numbers of consumers are rapidly shifting to the online realm to conduct their every day activities, it is essential for businesses to maintain a robust online presence in order to tap this growing online customer base. According to eMarketer, the number of U.S. consumers researching or shopping online is steadily growing and will surpass the 200 million mark by 2015.
In order for businesses to satisfy this consumer base, they must have an online customer support system. One of the most cost effective and customer preferred method is to interact with these consumers through online chat. Providing online chat is an excellent way to provide customer service to these online consumers as it ensures quick resolution of customer problems, queries, and concerns. Businesses can improve online sales, customer satisfaction and in turn, create a loyal customer base.
Increase online conversion rates
Providing online chat on business websites or E-commerce websites will ensure that all of the website visitors are efficiently targeted and catered to too fulfill their needs and requirements. Online chat will establish direct real-time communication with customers which increases the chances of customers making a purchase. This efficient targeting will as well improve the online conversion rates. Online sales are increased as chat can significantly shorten the sales cycle and positively impact the customers to make a purchase.
Higher customer satisfaction
The advancements in technology in recent years have increased the level of expectations of the customers from businesses in terms of providing faster, efficient and accurate customer service across communication channels. Through online chat, an agent can directly answer queries of the customers in real-time which will significantly improve customer satisfaction. And one thing we all know to be true is, a happy customer stays a customer. Once the customers are satisfied they will return again and again to purchase from the website thereby creating a strong loyal customer base.
Improved agent performance
Unlike any other modes of communication channels, online chat allows agents to handle multiple customer queries at a single time thus improving their performance, efficiency and productivity.
Reduced operating costs
Online chat helps to reduce operational costs as agents can handle multiple customer interactions at a single time. They are able to rapidly solve customer queries and grievances with quick and efficient resolution. By these customers having their problems answered over a simple chat, the company should see a significant drop in call volume because their customers are experiencing first contact resolution through chat. Online chat is a cost-effective option as it costs only a fraction of what it costs to interact with customer through other communication channels.
Providing online chat on a business’s website can also reduce shopping cart abandonment rates as customers can be provided with right information that they are seeking at that exact moment. Customers can immediately seek help from live chat agents which are readily available to help at any point of time.
