Live Support Chat for E-BusinessesTim Burris
June 10, 2012 — 1,328 views
When E-commerce and online retailers arrived on the business scene, it was thought that the need for live support was over. After a decade, we are witness to a phenomenal rise in demand for live customer support at acceptable costs from online sites and e-retailers. If we compare live support chat to telephone support, it is expensive, ineffective and a tad bit frustrating. Shoppers who have had the experience of live telephone support would certainly agree.
Help sections and FAQs have been found to be equally ineffective in addressing the customer needs and concerns. The information provided there is either too generalized to find the relevant answer or it is so complex that nobody is able to find the information. Live chat support for website is able to provide a cost-effective and superior alternative for answering customer queries and addressing sales needs. It is little wonder that a growing number of e-businesses are implementing live chat for customer service.
Live support chat has not been around for a very long time but customers have gotten used to the idea pretty quickly. A case study by Forrester Research found out that the use of live chat was limited to 19% where available in 2001, 30% in 2003 and had risen to a staggering 60% usage by online shoppers in 2007.
One of the best features about live chat support for website is that these services are available world-wide all set to provide 24/7 personalized live customer service. Live chat is vital in quashing those bothersome questions that can otherwise prevent sales.
Live Support Chat is a Cheaper Solution for Customer Service
Live chat is far cheaper than live telephone support as chat operators are able to service several customers at the same time. It has been estimated that the average chat session can cost from $1 to $3 whereas the average telephone help session can cost $10 to $20. These estimates may vary depending in different industries.
Better Customer Satisfaction through Live Chat
Live chat support for website is able to provide better customer satisfaction due to following:
1. The live support services are available 24/7
2. They are easy to use and provide faster results
3. Customers do not need to divulge their identity
4. Live support chat agents have pre-written responses and instructions and don't need to memorize live help instructions. For instance, if you need to direct a customer to perform a certain action at a specific web, a chat agent can simply "push" the URL and the customer gets there by clicking the link.
Tim Burris is a Marketing Executive at LiveAdmins. Established in 2002, LiveAdmins LLC is helping businesses in adding live support chat software to their website and increase their clientele by providing website live support. Its WebGreeters are providing live chat support for website in multiple languages like English, French and Spanish.