Saving the sale with… live chat
Having live chat capabilities on your e-commerce site can make the difference between keeping a sale and loosing one. Why would this make a difference? Confidence. Consumers want to know that there is a live person behind the website that can handle any problems or questions that arise. Live chat provides a way for the internet consumer to connect with the website in a personal way.
If you have a customer that cannot find a product, has questions about the product or questions about service, they want to know the answers right then. Waiting for an email reply creates a delay in the selling process. Most sales happen “spur of the moment” and when you pass that “moment” you will loose the sale.
Older customers and those that are new to internet purchasing are more likely to connect with a website that they can talk to someone on. This creates a personal experience and alleviates the fear of purchasing from the unknown. Many older people are afraid that every website is a scam and if they make a purchase it is from an unseen- unknown source. The ability to communicate with the site creates a personality that they can relate to and feel comfortable with.
If a customer wants to know additional information, again, the ability to receive that information instantly creates a sense of urgency and forces the sale. Once a person commits to contacting a site with a question they are more apt to go through with the purchase.
Websites that offer this service are finding that their sales increase dramatically once initiated. They are often surprised at the amount of usage this particular program receives. Even better, they are pleased with the sales resulting from that usage. 
If your site does not have live chat software installed and live help channel for customers to get instant help – you are losing customers and sales which you otherwise would’ve had secured.
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Filed Under: Customer Service Software
