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A study called “Making Proactive Chat Work” that was conducted by Forrester Research found the following: “Many online consumers want help from a live person while they are shopping online; in fact, 44% of online consumers say that having questions answered by a live person while in the middle of an online purchase is one of the most important features a Web site can offer.” An online chat system provides customers immediate access to help.
Wait times are often much less than a call center, and customers can easily multi-task while waiting.
Live chat can obviously increase your business potential, but only if it’s executed correctly.
Here are some important tips to ensure you make the most out of live chat software: Thankfully, all chat software websites provide live chat support, so you can test their products while you shop around.
Besides finding the right software, companies using live chat will need to provide specialized training for their employees.
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Once customers are engaged with an employee who can understand their needs, the employee is in a perfect position to recommend additional purchases that may be the perfect fit for that particular person.