With growing eCommerce market, customers tend to miss the same service of a conventional brick & mortar store when buying a product in an online store. Having said so, customers need someone to speak with and clarify their doubts in order to make a purchase decision during checkout, delivery and post-sale services. This interaction will more likely result in more satisfied customers and increased eStore conversions.
Few of the techniques that are used in ecommerce stores to service customers are
- Email – This form of communication is used by most of the companies & involves responding to customers queries on their contact email. Provide a ‘contact form’ or ‘customer service email’ on your website that customers can use for resolving their queries.
- Telephone – This involves customers to contact the service team on the telephone number available on your estore in resolving their queries.
- Live Chat – This involves customers to use the chat utility available on the eCommerce Store to contact the customer service team instantly in resolving their queries
- Forums, FAQ’s – These ways of communication includes customers to post their queries on a social media forum or use the Frequently Asked Questions (FAQ’s) available on the online stores to make decisions on their purchase.
Although there are a lot of ways to connect to your customers, we must take into account the response speed in resolving customer queries/issues. It is important to reach out to the customers as quickly through the available communication channels.
Online Live chat and telephone will provide instant follow-up, opportunity to have a discussion with the customer so that they feel cared. The communication over the telephone may incur some monetary charges; unable to meet the high call volumes during peak times and reduced staff. In contrast, live chat works well since we just need an internet connection. Also, customer service executive can help manage multiple customers during peak times.
There are a numerous live chat support services like LiveHelpNow, Zopim available in the market which can be integrated with your online store to provide necessary support for your customers and increase online store conversions.
We believe you now have a fair idea on how live chat services for online store help in winning more customers and make higher sales. Contact us for any further assistance on services we provide and our experts will be more than happy to assist you.
