Top-notch customer service has always been the utmost priority in our industry and technology is constantly providing new ways to enhance the customer experience and make it easier and more convenient for customers to shop with us.
Live chat is a very versatile tool that gives customers the option of nearly-instant connection with a live agent at the click of a button. It saves valuable time by and increases efficiency for both the business and the consumer by eliminating the need for a phone call or waiting for a response to an email.
Last week we implemented live chat capability into the Beneva Flowers website and so far the results have been extremely positive. Studies have shown that live chat has a higher customer satisfaction rate than email and phone.
According to a survey conducted by Forrester, 44% of respondents indicated that having a live person answer questions and assist them while they were making an online purchase was one of the most valuable features the website could offer.
Forrester also found that nearly half (45%) of American consumers will abandon an online transaction if their questions or concerns are not addressed quickly – that quickly adds up to a lot of lost orders!
Today’s consumers are demanding exceptional customer service and live chat is another tool available for us to provide them with that outstanding personalized experience.
Take some time to consider live chat for your team. If we are managing your surveys, your agent will be calling you to ask if you would like this mentioned in an upcoming survey. If customers are willing to chat, we should be willing to make their shopping experience as easy as convenient as possible.