eCommerce is quickly dominating the world of modern shopping. In 2014, US eCommerce surpassed $300 billion for the first time, increasing 15.4 percent from 2013. There is no sign of this growth slowing down, and retailers should expect even higher sales numbers in 2015. Brands need to ensure they are ready to serve these online customers.
One of the best ways for companies to help their website visitors is via live chat. Online consumers appreciate being able to speak with a live person while shopping, and 44 percent listed access to a live person while making an online purchase as one of the most important features of a website.
Here are 13 ways that hosting a live chat option can help boost profits:
Using chat software increases the one-on-one interaction brands have with their customers. Buyers like to see that companies care about them individually, not just a faceless number. When website visitors reach out to employees for personalized assistance, it contributes to an overall sense of personalized service.
Loyalty is a powerful motivator for people making purchases. It costs an average of six to seven times more to bring in new customers than to retain current ones, so the more customers have a favorable experience and decide to return, the stronger the brand becomes. Loyal customers are also more likely to recommend the company to friends and family. According to Nielsen, third party endorsement (such as those from past customers) are one of the most trusted forms of advertising. One of the best ways to build loyalty is to ensure customer satisfaction by showing that the company takes an interest in them as an individual.
In the world of modern marketing, where customers quickly gain control of what advertising they are exposed to and when relationships are crucial to producing sales, relationships form when brands consistently show themselves to be helpful and interested in the customer. When customers see one company that consistently addresses their needs, they begin to trust that brand and turn to them when ready to purchase.
Live chat options are convenient for customers to use. They do not have to go searching for phone numbers or step away from the computer. They can receive an answer to their question without even leaving the screen.
Reduces the steps needed to engage someone
Without live chat, customers must go through several steps to reach someone for help. They must click off their purchase screen or open a new tab to find the necessary contact information. They must then call the company and work their way through a phone tree until they speak with someone who answers their question. This entire process can be frustrating for the customer and places many psychological barriers between them and the purchase.
Allows people to ask simple questions without phones or email
Customers often find themselves with very basic questions about the purchase process that the content does not address. Live chat helps them access the answers they need without having to deal with the frustrations of the phone or the waiting period of email.
Inspires confidence in the buying process
Customers feel more confident when they know any questions that might arise during the process can be immediately answered. For them, it is similar to having a personal sales associate prepared to promptly guide them through the purchase process.
Reduces shopping cart abandonment
Reducing the number of people who walk away in the middle of a sale– shopping cart abandonment– is a high priority for any ecommerce company. Adding chat options that customers can easily access throughout the purchase can help reassure them that their questions can be addressed instantly. People with questions will not be tempted to leave the site to find answers, which can help urge more people towards clicking the final purchase button.
Addresses pain points immediately
Pain points are particular struggles that customers have. Brands that solve these pain points earn customer trust, the cornerstone of relationships and loyalty. Through live chat, brand representatives easily reach out to customers while they are in the process of buying and address any pain points to make the process smoother and easier.
Helps increase average order value
Live chat can also help upsell customers. Virgin Airlines owns a remarkable record using this technique. Brands that use chat features find that their additional order value tends to be 15 percent higher than those who do not make this feature available.
Helps people feel comfortable on new websites
As many as 90 percent of people report feeling jittery the first time they buy from a new site, and nearly half say they abandoned a purchase because they were concerned about security. Live Chat is very helpful in reassuring customers and guiding them through their purchase.
Customers do not ask for help until it is offered
In brick and mortar stores, this problem is solved by shop assistants approaching new customers and offering guidance. Live chat is the online version of this solution. It encourages people to ask questions and report problems rather than walking away.
Helps brands qualify leads
Qualifying leads is an enormous component of successful marketing but can be very difficult to do, particularly as many people visit sites more than once before making a purchase. Live chat makes it easy for brand representatives to ascertain what brought the customer to the page, what they seek, and what makes them buy.
Chat features are an enormous asset to brands by helping improve interactions with customers and drive more conversations. They are an important part of a push towards personalization that customers want to see. Moxie Concierge is a valuable asset for eCommerce sites interested in using chat and personalization features. Visit Moxie’s product page to learn more about how it can help brands reach their goals.