Business owners cannot eliminate sales officers. Regardless of how informative their website is, customers prefer to talk to someone for support. Live support software can be used by B2B and B2C websites that want to help picky customers resolve queries and finalize their purchase decision.
With the wealth of information available online, one would assume customers would have an easier time shopping online. To the surprise of many internet pundits, an information rich environment does not make the lives of customers easier. Although, customers are willing to do some online research, they want to interact with a sales officer before they finalize the purchase. According to the Acuity Group, only 4.3% of all corporate buyers are willing “to do my own research and purchase my own product online—no sales person involvement.” Many buyers revealed that they wanted to “speak with someone directly to discuss purchase options and to be helped through the entire process”.
Out with the Old, In with the New
It is evident by these findings that a majority of corporate customers want a live sales officer involved in the sales process. Consumers that are willing to buy consumer products online also believe real-time interaction will abet their purchase decision. E-retailers can either proffer telephone support or live chat services. Although, call-centers are traditionally used to handle customer queries and complaints, many business owners are using live support software on their website. They have made the decision to adopt this innovative business solution because it conveniently helps buyers make better decisions.
Prevent Users from Walking Away
Live support software is considered the future of online selling because it connects visitors with a real-time customer service representative (CSR). The web-based tool empowers chat operators to proactively approach customers that are in need of assistance. They use a built-in web analytic feature to analyze metrics such as webpage duration, keyword searches and referral URL sources. Such findings give a vague idea what problem a user is experiencing on your website. Studies show shopping cart abandonment happens 60% to 80% of the time. In order to prevent abandonment, operators send a chat invitation to learn more about their queries and to walk them through the sales process. Once they customizable, the chat API window appear on the screen, users can send text-based messages to resolve their problems.
Be There for Your Customers
At the same time, support chat software has a dual purpose. It gives prospective buyers the opportunities to ask for assistance when they need it. When you use the online CRM application, a click-to-chat button is placed anywhere on your website. You can place it on the header of the website, in the Contact Us page or under every product description box. As long as it is visible, website visitors will click-to-chat. Operators respond as soon as they receive a chat notification. They eliminate the excessive waiting time that has become expected with call center representatives.
As real as it gets
Prospective customers can use support chat software to learn about your product offerings and company policies in their native language. As real humans are employed to live chat, operators are chosen for their multilingual capabilities. Greeters can interact in a number of languages including English, Spanish, German, French and Arabic. They help make the research and purchase process easier as they communicate in the preferred language choice of every customer.
Author: Brian Smith serves as a marketing executive at Live Admins LLC. Live Admins was established in 2002 and since then has transformed how online businesses carry out customer service through live support chat software. By providing live chat software, e-commerce websites can increase more profit and sales revenue.