How Live Support Makes E-Shopping Livelier Like a Traditional Store Experience? Why is it important to make online customer experience similar to traditional customer experience? Everyone knows that visiting a walk-in store is a good experience for customers because there they can talk to real persons before making a purchase. By talking to the real support person and looking at the products closely, customers can draw an easy price and quality difference between different products. This helps them make a right decision. Customers can get immediate solutions regarding their concerns about the return policy or any other matter. Most of all, customers do not have to follow a complex procedure for making payments. However, when it comes to online customer experience, customers actually have to serve themselves. Absence of real persons on e-commerce website raises many concerns regarding its credibility. This is what compels retailers to deploy live website support on their e-commerce websites. Live support duly enables retailers to deliver a customer experience that carries all the flavors of a brick and mortar store. Make Your E-Shop as Livelier as a Traditional Store The presence of live support button takes away the robotic look from your website by assuring online customers that real support persons are present to serve them throughout their journeys. When a potential client lands on a website, online support personnel either greet him proactively or wait for him to start conversation by clicking on the chat window. Proactive greeting is similar to traditional greeting because here the live chat agents introduce themselves to their clients and ask them if they need any kind of assistance. Watch Your Customers at Every Step during the Online Purchase Process What happens when a customer visits a walk-in store? Whether it is departmental store or a small shop, a customer is accompanied by a person or two who keep him guiding as he picks up a product to look up for its price and features. This way, he gets a seamless support through real persons that help him to make a right purchase decision. By adding live chat to your website, you can deliver the similar or better customer experience in your e-store. Upon landing on your website, a customer can receive regular introductory greetings like, “Hi! I am Jack. How may I help you?� or any other similar notions to prove that real support personal are present to help online customers. After that, the live chat reps are continuously watching your customers, through the live chat monitoring feature. For how long a customer is staying on single page, how much time has he spent on your website, from where has he reached on your website, everything can be monitored. Seamless, Immediate and Real-Time Support By observing every activity of your visitors, you can well analyze where they need assistance. Suppose, if a customer is spending more time on a page, you can approach him proactively to provide assistance. If a customer sends a chat request on his own, you can provide him immediate assistance through textbased seamless conversation. For providing detailed information on a product, you can share images and can even explain different price ranges. Moreover, live chat’s push link feature helps you to direct
customers to the page where they can get all desired information. Live Support Gives Online Customer Experience an Edge over Traditional Shopping Experience While visiting a walk-in store, a customer might have to stand in queues to make payments or seeking any other kind of assistance. However, this does not happen in an e-store with live website support because here a single support person can deal with multiple customers simultaneously.