Live Chat Software Archives - Etech Global Services

The Right Ways to Combat Shopping Cart Abandonment Issues

One of the biggest challenges faced by the online retailers, who are trying to increase their online conversions, is shopping cart abdication. This is one of the most crucial problems for online businesses to overcome. Abandoned shopping carts rates are an essential metric for retailers who are worried about expanding on the web change. In the era where Customer Experience is reining the business success charts, business owners are doing everything in their capability to ensure better customer engagement and higher customer satisfaction. Yet they are not able to completely resolve the shopping cart abandonment issue. Each relinquished shopping basket speaks to missed income and offers an open door for retailers to effectively convince such clients to make up the lost deals. It also could be an indication towards a broken sales funnel. A great many dollars are contributed by organizations to streamline their sites to guarantee better client commitment and higher consumer loyalty. Now, it’s time to make a paradigm shift and look at the abandoned shopping cart issue through a different lens. Reasons for Shopping Cart Abandonment There are different possible reasons for shopping cart abandonment. The most common ones being inflated shipping costs, having less positive customer reviews, inadequate information about exchange or return policy, not having clear information on the site about shipping policy and a not so friendly user interface that makes the shopping process complex. High price, technical problems, not having flexible payment options etc. are few of the other reasons. Apart from this, there can be different reasons like extravagant transportation costs, an absence of clear data with respect to delivery or trade or an arrival strategy, examination shopping, terrible client surveys, insufficient data in FAQs, and so forth. Many customers also leave if they don’t find SSL certificates on the website or if they do not find the needed information on the website about the product. Last but not the least, many times customers also make use of shopping carts to get to know the total cost of the product, including the shipping charges for comparing it with other websites and shop on another website if found the charges to be cheaper over there. The Strategy Shift Online retailers need to deep dive a little further into the actual reasons behind the shopping cart abandonment by the user. And they should start focusing more on developing strategic moves to convert website visitors into customers. For tackling abandoned cart customers, one of the effective ways would be to use the popular email marketing technique. Online retailers can use emails to remind their customers about the abandoned carts and close the sale. A thorough reviewing of the various metrics of shopping cart abandonment is very important. Focusing more on the real reasons that offer crucial insights into the behavioral flow of shopping of the customers, pricing, preferences etc. is a game changer. Live Chat – An effective tool to reduce The Shopping Cart Abandonment Placing live chat on a website does help significantly in reducing the shopping cart abandonment rates. Customers don’t like to wait, and if they don’t find the information that they are looking for, the chances are high of them leaving. This situation could be easily avoided with a live chat. Interacting with customers via Live Chat is an effective way of building trust among your customers and a proven method of ensuring the best customer satisfaction. Offering live talk amid a pivotal checkout point, on particular pages that offer item data, or in light of predefined tenets can be of awesome help to clients as they can find solutions to their inquiries rapidly and effortlessly. Incorporating Live Chat on your website would provide the customers with timely answers to their questions and would offer instant help at crucial points. This greatly helps in gaining the trust of customers and turning them into loyal returning customers.

Top 4 Benefits of a Pre-Chat Survey in Live Chat

A pre-chat survey enables the collection of visitor information prior to the chat session beginning and quickly route the session to the agent most qualified to manage the chat. It is beneficial in service and support scenarios because visitors already expect to provide initial information to have their issue resolved. Some sample pre-chat survey questions include: Name Email address User ID or account Order or ticket number When customers request live chat services, they should be able to provide some preliminary data in a pre-chat survey to set the course of the chat session. For example, they can provide their name and a quick description of what they need. At that point, the chat agent is prepared to enter the discussion with solutions regarding the customer’s concerns. Role of Pre-Chat Surveys Pre-chat surveys serve a significant role in supporting your customers. It is the earliest chance to obtain precise information from a client, so it is important to design pre-chat survey questions that count. Pre-chat surveys help you to get to know your customers better. By customizing the questions, you can improve the responses and enhance case resolution. The top four benefits of designing a pre-chat survey include: Handle situations that begin with a pre-chat survey immediately. Thoughtfully designing questions provide a plethora of additional information, eliminating the need to for details once the live chat starts. You can also add options that enable customers to select particular department they want to reach. For example, if they need to change the shipping address for their order, they can go straight to the section that handles address changes without waiting for an agent to get them to that area. Pre-chat surveys produce meaningful discussions. When businesses utilize custom-tailored surveys, the chat lengths decrease significantly. The more information available, the shorter the chats, and the faster that cases can be resolved. Questions are easier to answer with the availability of a pre-chat survey. Not all problems can be solved in one chat because some are just too complex or are too involved to handle via chat. However, custom pre-chat surveys are an extremely successful method for resolving complex situations quickly. More satisfied customers. Anything might be helpful during live chats should be included in the pre-chat survey design. Nonetheless, you need to limit the number of questions. Make sure to ask only about the most noteworthy details that are vital to swiftly resolving issues. The sweet spot is no more than five precise questions, including name and email address. Aside from the issues, the survey should also include a brief welcome message and an invitation to chat. Select questions that help quickly extract the details you need to help solve a problem. What’s more, all the information agents gather is useful even after the chat ends. For instance, you can offer to send a copy of the chat transcript to the customer. Also, by establishing up customized variables, you can display information about your clients directly using live chat software to provide more for your agents to work with when answering customers’ questions.

What Features Should You Expect with Enterprise Live Chat Software

In general, certain universal features should be included in all live chat software. This typically includes things like access to unlimited accounts, certain workflow enhancements, increased security features, live chat support from the provider, etc. However, users should also consider other enhancements that can greatly improve their experience. This often entails enhancements geared towards cross-channel functions, reporting, and data exchange/integration. Cross-Channel Functionality Overcoming the gap between voice and typed chat is an ongoing challenge for live chat software. To this end, cross-channel improvements can help mitigate any existing challenges related to chat functions, thereby offering a better user experience. For instance, advanced routing can be made possible by combing VoIP and telephony service providers. Such integration sidesteps the common problem of receiving a chat while already occupied with a call without affecting the ability to receive multiple chats or calls while engaged in that specific function. Improvements to cross-channel functions may also include adding a click-to-call feature, which affords visitors to a site the convenient option of contacting your call center via just one click of the mouse. Reporting Procedures Reporting can be a huge concern when it comes to live chat, so much so that improvements must expand beyond what is normally expected from enterprise-level software. This should include processes for handling large amounts of data, which is essential for proper analysis. To ensure all data is being thoroughly analyzed, reporting processes must be able to run on a weekly basis. This includes data generated from multiple levels, such as agent, visitor, and even organizational data. Without this ability your live chat processes are not living up to full potential, which can result in lost time and money. Data Exchange/Integration Manual handling of data is quite common with startup companies still attempting to establish a sound foundation. For those businesses at the enterprise-level, such procedures simply will not do. In this case, data exchange/integration processes must offer functionality that matches the scale of a particular business. Allowing an automated exchange of data can save time and lead to a more efficient process overall. Additionally, implementing custom-designed integrations must also be a factor to afford those features vital to optimally serving your clients. Additional Enhancements to Consider Of course, the above information represents a rather general view of the type of enhancements needed to increase functionality of live chat processes. Must-have features can vary from industry to industry, which may require an innovative approach to best serve your requirements. Improvements can also be delineated based on applications related to specific stages in the live chat journey, thereby helping satisfy client needs at every level. No matter what your individual needs may entail, being able to recognize those features that offer optimum functionality is highly important when seeking reliable software. The above offers a good jumping off point to securing the right software, one that will afford workable solutions to multiple challenges existing within your specific organization. This blog was first published on LinkedIn

Top 8 Reasons Live Chat Enhances Conversions

Live chat service places your customers in control of asking for help. This process initiates an easy and convenient method for both them and for your customer service team. However, it goes beyond that. Live chat software is ideal for enhancing customer conversion for eight significant reasons: Customer Experience : Live chat provides the driving force behind positive customer experience by supplying an instant answer to a one-click request for support. Efficiency : Tag chats improve efficiency by eliminating the time it takes from engaging with customers who are not ready for assistance. Channel optimization : Live chat software provides valuable data about what sorts of concerns and questions are likely to be discussed via live chat rather than through content on your website. Website development : Chatting with customers provides details about the information that is hard to find or unclear on your website. During the course of a live chat conversation, customers will ordinarily explain that they tried to find or understand the answer they were looking for on your website but could not. Reduces expenses : Employees spend less time on the phone, enabling them to multi-task during chat conversations. Compared to a call center, this cuts the wait queue to a fraction of its former size. In addition to being a process improvement, it increases the likelihood of future sales. Increases sales potential : When customers have an agent who can immediately help them through a sale if they become confused, they are more apt to complete the purchase. Likewise, having a question answered promptly can land a sale. This helps reduce cart abandonment on retail websites and ensures that full shopping carts make it through the checkout and payment process. Provides a competitive edge : Live chat is a principal feature that websites must have to gain an edge on the competition. In fact, it provides a simple method to connect with and convert customers who spend a significant portion of their money online. Taps into points of customer frustration : Customers who use live chat want to guarantee that a product will perform as advertised or that they will receive the promotion or discount they expect. Also, as live chat representatives talk to customers, they can find out ways to improve a company’s products and services. You can enhance customer experiences and increase conversion rates by using the information gathered during live chat activity to update content on your website and revise the pre-made messages your live chat agents have accessible to them. Hiring agents with prior sales experience is also beneficial. The Bottom Line Live chat can enhance your sales potential, but only if it is executed correctly. In addition to training your team, tagged chat and live chat software enable agents to provide resources and a guide to those resources. Chatting is a powerful method to equip live chat agents with external tools necessary to direct customers to the website instead of handling the responsibility of providing all of the information themselves. The return on investment derived from the joint efforts of website content and live chat is invaluable.

How to Select the Best Live Chat Software for Your e-Commerce Website

It is a well-known fact that websites with live chat make more sales than others. It is one of the best methods available to clarify all the pre-sale and post-sale questions of customers. If you own an ecommerce website and are considering implementing customer support through Live Chat, you are on the right track. However, knowing which software to choose can be a challenge, so let’s take a look at some guidelines that will help you make the best choice for your business. First, it is important to choose a Live Chat method that can answer customer concerns even when an agent is away from their computer. Larger operations may offer customer support 24/7, but a smaller operation may not do that. Therefore, is it very important that a customer is able to have their questions or concerns addressed even after normal business hours. Providing a method that can do this will go a long way in building customer satisfaction and loyalty. Live chat software should be able to integrate with smartphones. The interface should be independent from the type of mobile device. It is better to find a live chat software that will work on the majority of mobile browsers. There are some live chat applications that send a text message, once a customer has engaged in a conversation; this is an ideal option for the small business owner to respond quickly. Live chat applications can be divided into several categories. Some applications require business owners to install operator software on all business computers while others offer services online. A live chat software that offers its services online can be more cost effective than installing software on all business computers. Not to mention the need for professional IT services to reconfigure everything. A web based software does not require this expense and also allows users to log in from any part of the world through any web browser. Live chat was introduced to the world in order to provide quick solutions to customer concerns. Therefore, the live chat software you choose, should offer quick responses with prepared answers. Having prepared answers will allow you to answer simple concerns within a few seconds. A prepared answer would be something like: “Give me few seconds to look up your record”, which keeps the customer from having to wait for an answer. Last but not least, when considering the cost of live chat software, it is always better to look for high quality over the lowest price. A high-quality system can enhance your sales volume and customer base. Additionally, cloud based services have dramatically reduced the costs associated with live chat applications, which has allowed a number of small scale e-commerce website owners to experience its benefits.

What to Look for in a Live Chat Software Solution

There have been drastic changes in the business world due to technology advances. Technology has made it possible to increase collaboration internationally, promote flexible work hours, and shop online. In today’s environment there are numerous channels of communication that can be employed; more choices than ever before. Your business most likely already uses some sort of technology for teleconferencing and file sharing. Now it is time to find the right software to invest in for your live chat needs. Making the right choice of customer interaction methods and technologies is one of the most critical tasks for decision makers in businesses of all sizes. Live chat can be used internally for employees to communicate with one another, or externally to talk with customers. Investing in the right software really depends on the size of your company and the functionalities you are looking for in the software. With every business aiming to improve their online sales, it is essential to have a credible and reliable live chat software solution to cater to the online customer. There are many chat software options available in the market for your business needs. According to a survey conducted by Bold Software in 2010, 53% of online shoppers who interacted through live chat on business websites spent more than $500 online. And 56% of entire respondents showed inclination towards making a purchase if a web site offers live chat. Choosing a live chat software solution will help businesses avoid dwindling online sales and customer service experience. The right live chat software can increase the online customer base and improve conversion rates. Selecting the right live chat software solution vendor is an important process as this vendor will be involved in direct communication with customers. There are a handful of best practices that will help you make the most of your live chat implementation. The following are a few items that a business should consider when selecting a live chat software solution. Web-based Software vs. Desktop Software Chat software is everywhere. Its presence is seen in phones, in desktop computer screens and other web portals we use daily. Many of the legacy live chat software solutions have been desktop based and need to be installed on each computer separately. These softwares also come with a cap on number of times the software can be installed and require licenses for additional installations. These solutions are meant for handling low chat volume on low-traffic websites and require IT expertise to set-up, install, and maintain the software. Also, the operators are only allowed to use the machines on which the software has been installed to interact with customers. This provides for less integration while interacting with customers using mobile devices like smartphones. Web based live chat software solutions offer greater benefits than desktop software in terms of flexibility, scalability, reliability, and better integration with web browsers on mobile devices. It allows operators the flexibility to login from any web browser from any location. Web based solutions are free from firewall conflicts, upgrades, and can handle high chat volume on high traffic websites. Offline Customer Support Tracking of visitors in real time can improve sales. Chat software for websites provides the force to have client support and technical aid on a 24/7 foundation. Providing a 24/7 live chat service on a website increases the chances of making a sale and customer loyalty. Questions can be answered faster along with assistance in finding particulars for interested shoppers, supply incentives, and receiving feedback. Many web based chat solutions ensure easy integration with mobile web browsers and are compatible with any phone. This means that when an operator is not present online, a text message can be sent to the operators when they are needed. When an operator clicks this message they are directly connected to customers through a mobile web browser. Canned Responses Attracting customers to a website is one thing, getting them to buy your products and services are another. A guest will spend no more than 15 seconds to find what he or she is searching for before leaving the site. Live chat software installed on a website is an outstanding way to save time for visitors and quickly help them locate what they are looking for and turn them into customers. Canned responses can also be used by operators to step up even more responses to visitors’ questions. Canned responses can greatly increase the speed of chat and lead to higher customer satisfaction. It is important to select a live chat software solution that offers operators a quick reply to customer queries or complex questions. These solutions can store useful information from day to day operations and form a comprehensive knowledge base. This knowledge can be leveraged to prepare canned responses that can be used to speed up chats when operators are handling multiple customers. Web Analytics and Reporting Tools Apart from the basic features like canned responses, proactive chats, co-browsing, and more, live chat software solutions should also include robust reporting tools and free web analytics. The web analytics feature provides insight into visitors to the website, how many times they visited, which pages were visited most, and more. Web analytics can reveal crucial information regarding online behavior of the website visitors. A Customizable Solution Businesses have the challenge of keeping up with change. A conventional live chat software solution does not cover all the needs of change. In order to better adapt with changing situations, the solution must be customizable to keep up with business requirements. Some solutions provide a cut and paste method to easily integrate code into multiple pages of the website. The solutions should also allow for easy customization of chat buttons, chat skins, themes, customer facing interface and more. Easy customizable solutions ensure that businesses can maintain consistent brand identity across all marketing and customer centric channels. Pricing Customer service through chat is an excellent way to keep customers happy. Not only is it a relatively inexpensive way to provide the attention customers

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