Even in the rising era of internet and digital technology, a lot of people are still veering away from using live chat software for their business. They still think that the traditional call centers or email subscriptions is enough to handle customers and entice them to purchase their products
Unfortunately, those old techniques are slowly losing their charm towards clients, especially those who prefer to shop online. Times have greatly changed. Most consumers now want a personal assistant that can help with their shopping choices but they want an unobtrusive one that will not ruin their shopping spree. Live chat programs offer convenience and accessibility that call centers and email subscriptions cannot provide.
If you are still having second thoughts about installing live chat software on your web pages, read this article first and see if you can still change your mind.
1. You can’t stand out against your competitors
What are your rival businesses doing? If they are not using live chat software, you will have the chance to differentiate yourself from your competitors. Live chat offers a bevy of important features that can improve the user experience of your customers.
While your rivals are still relying on call centers and spending huge amounts of their profit paying up telephone fees, you will be able to save a lot because the costs for live chat programs are lower. You do not need to hire a lot of employees and since you talk to clients online, no telephone fee is needed.
2. You can’t improve customer experience
For every business, a customer’s shopping experience should be one of the top priorities. No matter how good the quality of your product is, there is always a big chance that they will hesitate to buy it if their shopping experience is not good.
The problem with the old methods of customer support is that they can become a hindrance to a buyer’s shopping experience. Email transactions may be effective for sending important follow-ups or sending news to clients. But if they need some quick assistance while purchasing, it might take longer for you to reply.
Same goes to a call center. Because a call center agent can only accommodate one person, customers are forced to wait for longer times before they can talk to an agent. Even if it is just for a few minutes, it is vital that you assess their needs as quickly as possible. Keep in mind that they can quickly visit a competitor’s online store with just a few clicks.
3. Your customer support team can’t handle multiple customers
Live chat software is a very efficient tool because your support team can handle multiple clients at the same time. They can reply to two or three people without having to spend a lot of time with each client.
In addition, it is also easier to accommodate foreign customers. If you have a neophyte chat support employee who is not too knowledgeable with a particular foreign language, they can just translate the conversion to provide the appropriate replies.
4. It will be more difficult to maintain conversion
Without a live chat system, you cannot be sure that customers will go out of your store with their shopping carts full of goodies. If there is a customer support agent that can guide them through every stage of their buying process, shoppers will be more willing to buy your products. That is because the support team can explain the advantages of each item even while they are shopping.
To wrap things up
Although the traditional methods of customer care are still useful for some businesses, that does not mean that you must remain stagnant and continue using these methods. If you see that the old way of customer support is not working anymore for your enterprise, do not hesitate and switch to using live chat software. Aside from being cost-efficient, you will be able to accommodate customers quickly and effectively.
Start monitoring your website with live chat software.