Online Retailers Can Provide Customers Support with Live Support Software

Online Retailers Can Provide Customers Support with Live Support Software Customer support is essential if you want customers to leave your online store satisfied.

Although, support comes in many forms, live chat is often requested! Live Support for Your Website enables customers to discuss their problems and have them resolved in real-time.

Jack Martin 1/17/2013

Online Retailers Can Provide Customers Support with Live Support Software It may be 2013 but who can forget the Black Friday stampede which took place in Porter Ranch, California two years ago. Police authorities were brought in to arrest a female customer who deliberately pepper-sprayed 20 Wal-mart customers. Consumers complained of sore throats, minor skin and eye irritation! All of this drama took place in an attempt to grab more “door buster” merchandise! Since the occurrence of this event, more customers prefer to shop online!

They want to avoid Black Friday’s aggressive shoppers. Despite the increase of online sales, buyers are reportedly unsatisfied with the support they receive. E-tailers can augment their experience through the use of live support software.

Internet pundits have revealed e-commerce sales are growing by more than 19% a year! While online sales are expected to be $963 billion in 2013, they are expected to jump to a whopping $1.4 trillion by 2015! Although, Black Friday is one excuse to shop online, Invesp reveal in their info graphic, “How Big is E-commerce?” customers believe online shopping is more time-saving and there is more variety.

Regardless of their reasons, many believe their shopping experience can be augmented through support features such as e-mail, phone, and live chat. Customers reveal in Zendesk’s “The Online Customer: Why Support Should Matter to Online Retailers”, they want videos that explains product installation, the ability to track shipments, and online customer service chat such as live support software.

Live support for your website is a web-based tool designed to deliver a positive shopping experience. Customer service representatives are hired from around the globe to interact on a one-on-one basis with website browsers. They work on a 24/7 basis and are multilingual. Upon arrival, CSRs welcome the guest and proactively engage them for assistance. Live support for your website is well-aware that 7.8% of abandoned online transactions could have been converted into sales with better service. To reduce shopping cart abandonment, a tracking component is used to understand what customers are searching for online. This piece of information is useful for starting a meaningful discussion and resolving quandaries.