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Importance of livechat as a means of communication. | Zimbabwe Information & Communication Technologies (ZICT) Divisions

Importance of livechat as a means of communication.

You do not have to be a marketing expert to know that quality customer service plays a crucial role in business. Your customers are the ones who spread the word about you and help grow your customer base. Many websites have been adding live chat support to their help desk in order to provide real time answers rather than having customers leave their websites. Adding a human factor to your website and effectively assigns your customer service agents to provide real time chatting and real time answers so that customers gains confidence during shopping on your website . There are two types of customers who need help and use live chat to get it. The first are potential buyers and the second group of live chat users are your current customers. Live chat increases efficiency by allowing live chat agents handle multiple chats simultaneously, thus you do not need to hire more agents. Intelligent live chat software allows multiple options for chat distribution and utilization. It increases the average order value, since customers get real time advice and answers to any questions they might have. It saves product return expenses as a live chat representative can help you pick the right product or service, which suits the customer best, thus he or she will be satisfied with it and will not need to return it back. It reduces overall help desk center costs by lowering the waiting queue time when compared to a call center. It is never been more important to stand out among your competitors as nowadays. The amount of business rivals is tremendous and is increasing every day. Not only small and medium-sized businesses are recognizing the importance of providing real time customer service, but also corporate like Econet, Old Mutual, Doves, and many more are using live chat to be one step ahead of competition. Having a real person walk you through a purchase adds confidence and customers tend to spend more than the ones who do not use live chat. A positive experience leads to a higher average order value, thus your sales are directly affected by live chat. The key to success in conversion increase with livechat is having your representatives properly trained. Provide them with insightful knowledge about your products, so they can recommend additional purchases that may be the perfect fit for that particular customer. Satisfied, long-term customers are statistically less likely to switch. As an added bonus, they tend to be less price-sensitive. Experts say that customers who feel taken care of are less concerned about what they are paying. Customers who have used live chat tend to come back rather than the ones who do not. Studies show that regular customers tend to buy more often and they are less expensive to maintain because of their familiarity with your business and the processes behind it. When customers feel their voice is heard and they chat with a person behind the company, it is more likely that they’ll have a stronger connection to your business and share their positive experience. LiveAgents advantage is that not only it offers superior live chat functionality, it also includes full helpdesk and call center feature stack. That way, you can provide a true, high level, end to end customer experience over all communication channels.

By Gracious Kaunda

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