Live Chat Software – A Real Time Assistance in Virtual World
Live chat software has revolutionized the online business world by making the e-stores livelier and more interactive than before. Implementing this web-based chat application, you can give your e-store look of a typical brick and mortar store where customers come and make purchases through interaction with real persons. When running an online business you have a virtual presence in the form of a website, where visitors come, look around your products all in a digital world and then decide whether to make an online purchase or not. This buying or selling experience totally differs from that of a typical brick and mortar store where real sales persons are present to greet every coming visitor. The customers come across face-to-face contacts with the sales persons or the merchants. The whole sales purchase process is done through one-on-one interaction. On the other hand, making an online purchase from an e-store, a customer lacks real-time assistance because he/she finds no one to interact to discuss fears and concerns regarding online buying. A potential customer has to send an email or dial a hotline to get assistance. Usually, the responses through emails and phone put customers on long waiting queues. Such kind of assistance usually forbids customers to make an online purchase. To attract customers on your website and to win their trust, you need to make your e-store more interactive and lively. Here is where you need to implement live chat software on your e-commerce website. This web-based chat application makes your website more interactive and lively where potential customers can come and make purchases with real persons same as they have been doing in traditional stores. Inception of online chat helps you provide real-time assistance to the customers in your virtual e-store. Usually, when a customer comes across your website, the chat reps proactively approach him/her and ask if he/she needs any kind of assistance. The proactive approach makes potential customers feel that there is someone real present who could provide them immediate help when needed. Navigating through your website, a customer might need help at different instants, particularly at checkout stage. The potential client may start a reactive chat to find immediate assistance. The real-time monitoring feature of live support software enables chat operators to observe visitors’ activities throughout their website. Live operators keep on sending proactive greetings to their visitors at different instants on their websites. Usually when a visitor spends more time on a specific page for one reason or the other, the chat agents approach him proactively to provide necessary help. Although, a visitor might need assistance at any stage of your website journey, but the most probable stage where a visitor needs immediate help is ‘check out’. This is the point, where visitors are most likely to leave your website for one reason or the other. However, approaching the potential customers at the right time and providing them the right assistance, the operators reduce the shopping cartabandonment.
No doubt, live chat has given a new life to e-commerce websites. Implementing this web-based chat application, the online business owners can provide real-time and on the spot assistance to their customers.