Considering the competitiveness of the e-commerce sector, merchants have to use new strategies to attract
clients. One example is to use live chat.
This tool is quite popular because of its convenience. For
instance, if someone wants to learn about a particular product or service, it
is an easy way to provide information on demand. Clients often use live chat when making a purchase and
according to Forrester, communicating with shoppers at this point of the process
could be crucial.
Besides answering customers’ questions, you can use this
tool as an advertisement or pop-up to connect with buyers in a proactive way.
For instance, if someone is browsing around on your website for more than a few
minutes, you can use live chat to reach out to them and offer help. This will
make them feel welcomed and will increase their probability of completing a
purchase.
Moreover, this communication feature can optimise shopping
cart checkouts since they provide customers with the information that they
need in real-time. They can even obtain help filling out lengthy forms via a
co-browsing facility. Additionally, live chat
allows merchants to offer customised support and a personalised shopping
experience to users based on their past purchases/behaviour. This will improve
customer engagement.
Use live chats to offer a personalised experience © Royalty-free image
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