There has never been a time when customer service wasn’t important. But, it can be argued that in today’s pandemic-burdened world, excellent customer service is more important than ever. With so many businesses suffering extreme losses, due to COVID-19, it’s vital for their owners to relocate competitive edges. You won’t be surprised to hear that this is being done predominantly online.
What is the customer service like on your company website? Does it include a live chat feature? If not, you’re very likely missing out on an abundance of sales. There are numerous benefits to having a live chat feature in your online store. Here are three:
1. Live chat provides a higher ROI.
The objective of all businesses is to generate more revenue than what is spent. Live chat is an incredibly cost-effective tool that produces amazing results. Therefore, the return on investment is incomparable. Because the feature enables your website’s visitors to receive real-time assistance, it encourages them to remain on your site instead of hopping off to locate a competitor. This results in far more sales than if there were no live chat available.
“Live chat tools,” explains Sam Suther of Acquire, “are comparatively cheap to implement, and what’s more, live chat provides a host of extra benefits making it a superior communication channel. Offering real-time customer service and the chance to address multiple queries at once saves time, labour, and ultimately money for your company.”
2. Live chat saves time for both your customers and your company.
You know the old saying “time is money”? For the vast majority of consumers, that is a factual statement. The quicker you’re able to provide service, the better your service is considered. People like to have their time valued. Quick and easy customer experiences usually generate return business. As Kaleigh Moore reports on HelpScout.com, 73 percent of customers say that a company valuing their time is the most important part of good customer service.
“Offering live chat support is the most effective way to respect your customers’ time,” she writes, “It doesn’t require your customers to leave their shopping experiences to get answers, and they don’t have to get on the phone or to wait for someone to respond to an email. Live chat saves your company time, too. It enables customer service representatives to serve more than one customer at a time, making their work more efficient.”
3. Live chat gives your company a competitive advantage.
Let it be known that live chat wasn’t just invented. There’s a high percentage chance that your competitors are offering this customer service feature on their websites. Not including live chat in your online store is a means of getting left behind. Don’t allow your competitors to outshine you in the customer service department. Having a live chat will help you to get a leg up on all other companies that do not.
“Brands without live chat will become a thing of the past,” insists Suther, “Make live chat and quality customer service the core to your brand’s identity. Once you’ve mastered your live chat and customer support offering, then you have the tools to create leads and convert them into loyal customers.”
Is your company in need of a safe and secure e-commerce solution? Unity Payments can help you take advantage of this ever-growing trend. We’ve made selling online easier than ever! Please don’t hesitate to call us at 1-800-661-3761 or email us at info@unitypayments.ca to learn more.
