Allow Me To Ask You A Question
Did you know that 99.9% of the questions asked during live chat communication remain questions about the elementary information that is easily and instantly available on your website? (1) We have seen the constant progression of customer behavior over the last decade. More and more people have secured the use of technology, and more customers use online research to source services and products. One thing that has not changed and that is the customer’s expectations of value-added services.
After A Live Chat Shift-Heres What I want Share
Before setting out to write this blog, I undertook an 8-hour live Chat shift to ensure I can completely understand the value behind including this service on your current website. While most of the customers asked remarkably simple questions, they remain questions that hold a lot of value when it comes to converting interest in your product and services to actual sales. Let’s take a brief look at two of the most common questions that came up during the live chat session.
Example 1
What do you do?
This question was asked very frequently for a number of different clients. In some, the services were clear, some even boldly included in the company name. One such occasion was from a visitor on a website where a clearly defined and conveniently accessible link for “our services” was available. After providing the customer with information they could have gotten from the website with only a few clicks, the chat was concluded with a lead which was sent to the client.
This is a typical example of adding value to the customer experience. While the potential customer can take the time to find the information within a few clicks, the customer chooses to interact one-on-one with a human chat consultant.
Example 2
It will not allow me to select the size I want.
While online shopping, a client was trying to select an item that was out of stock. While the website indicated the product to be out of stock by not being accessible, the client continued to try and select the product. After a few brief lines of chat to assure the client that there was nothing wrong and that her checkout would be safe, they proceeded to select a similar product before continuing on to the checkout line. This was a classic example of a situation that could have ultimately resulted in the client abandoning their cart.
Live Chat Is About Building Bridges
While technology has improved accessibility and created convenience, have you ever considered the gaps technology has also created when it comes to customer service expectations. Just how much does this gap affect your business?
Live chat allows your customer access to resources which add merit to the increasing demand for value for money and service excellence. The ‘value for service’ with live chat is more about so much more than convenience and flexibility. It is about adding value to customer’s perception of service excellence and customer support through a one-on-one service experience. With live chat, you can quickly and effortlessly bridge the gap between convenience and value for service.
Tailored Prepaid Solutions
At Blue Sky Chat you merely choose the prepaid package best suited to meet your business needs. There are no surprise costs and our innovative solutions allow you to efficiently manage your budget without hassle. A quick installation of our software to your existing website gives you access to multiple services and a 24/7 customer relationship management teams
Resources
- http://www.webhostingtalk.com/showthread.php?t=944076
The post A Brief Look At Why More And More Businesses Are Securing Live Chat Services appeared first on Blue Sky Chat.
This post first appeared on Small Business Owners – Back To School – Part #1, please read the originial post: here
