How to manage customer reviews of your ecommerce
Did you know that 87% of customers read internet reviews and that over 50% of customers are...
The live chat feature is an open channel of communication with the customer, where you can answer questions and provide the support needed. The benefits to you and your customer are apparent.
Through assisted live chat, you can offer more services, strengthen your brand reputation and enhance your marketing strategy
The customer develops a positive perception of your brand by receiving instant assistance and advice while having their questions answered and complaints heard.
Do you want to know how to create and implement a live chat according to your needs?
Contact We Are Fiber to find out all the solutions available for your business.
Why is assisted live chat important?
The success of a company is not so much about competitive pricing (or at least not solely); it is also about the service provided and the "user experience" offered. Word of mouth has evolved to the web and circulates through reviews, opinions and feedback on marketplaces, sites, blogs and social pages. Having a good online reputation certainly helps to strengthen the identity and authority of a brand.
Despite the digitalization of services, consumers continue to prefer contact with people. Even in the age of technology, the human factor retains its importance; it is irreplaceable in the user experience. People are reassured if they know that they can request and receive assistance from a real person who empathizes with them and understands their needs.
Live chat for Internet and e-commerce websites
Live chat is a particularly popular service for Internet sites, e-shops and e-commerce where technical problems can occur, such as a payment being refused or the site being blocked at the time of purchase. When shopping, more basic customer support may be needed to assist customers with more information on sizes available, the duration of a warranty, or the specific characteristics of certain materials. Lastly, consumers may also want advice on the type of purchase to make according to their needs.
Online chat allows for a rapid and personalized response to customer questions, increasing the conversion rate, and generating a smoother flow in the purchase process.
Online customers can thus experience similar benefits to that of the physical point of sale, where real-time advice and assistance offer added value
The benefits for companies
Companies reap tangible benefits from the live chat feature, starting from a shorter bounce rate and a higher number of conversations to increase sales. As previously mentioned, using live chat assistance will improve your company's brand reputation and grow customer loyalty, an essential and often underestimated operation to business success. According to statistics, 68% of consumers prefer to buy products and services from companies that offer good customer care, and 63% of them tend to return to a site that provides support through live chat assistance.
How a live chat works
After understanding what a live chat is, it is necessary to know how to use it to make the most of its potential.
The live chat must have a presence similar to that of wedding photographers: discreet but constant. The service must interfere as little as possible with the customer, who must enjoy a serene and hassle-free browsing experience without too many messages, banners, advertisements etc. The danger of being constant is that it elicits the opposite effect, that is, making the visitor run away from the site.
Usually, the live chat is located at the bottom right, ready to support the customer if they simply click the icon. Also, the design must be "responsive,” capable of adapting to any screen; PCs, laptops, tablets and smartphones.
Live chat can also have two indicator lights: green or red. The green light indicates that there is an operator ready to support the customer and answer his questions. The red light indicates that the service is offline.
Having an assisted live chat service allows you to constantly provide support and assistance to your customers while also understanding their needs and anticipating their questions, improving your sales approach.
Are you wondering how to integrate live chat onto your platform?
Contact We Are Fiber, our professional and qualified staff are ready to provide you with all the information you need to get that extra boost in your business.
Email: info@wearefiber.com
Telefono (It): +39 024 210 1122
Telefono (Regno Unito): +44 203 870 4408