In today's economy where most companies sell products and services through e-commerce websites, a live chat support service can help rake in return of investments faster. Aside from giving customers instant help for their questions and concerns, it also gives businesses a chance to save sales.
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Recent observations in the e-commerce industry shows that by adding a live chat option onto an e-commerce website and constantly having it attended by a dedicated personnel can help pull up sales figures.
As opposed to having a live chat function and leaving it unattended and always offline, having a dedicated chat representative at all times helps address a lot of the consumer's needs. One of which would be the need for assurance that an actual person is on the other line, talking to them. This gives consumers the idea that someone will be able instantly help them with their problems and answer their queries.
For companies, having an always-active chat service gives them the ability to save a sale that would have otherwise been lost had the customer's questions not been answered promptly.
A recent study was released by Forrester Consulting regarding the advantages of incorporating interactive chat strategy into an e-commerce website. Here are some of the important findings they got from the study:
Money invested in a paid customer support chat service produces a 120% return of investment within a payback period of 6 months.
Budget spent on paid proactive sales chat services can guarantee a 305% return of investments within a 6-month payback period.
For websites that require application to avail of products and services, chat assisted applications have 138% higher completion rate compared to leaving the customer to register or fill up an application on their own.
Call deflection rate is reduced to 59% with an active chat response system.
With these results in mind, you can just imagine how much income you'd get to earn from your business. Who would have thought that implementing something as simple as a live chat service into an e-commerce website can help with the return of investments?
For businesses who have already incorporated a live chat service into their sites, be keen to always keep it attended. For businesses who haven't, it would count as a great investment, considering how much is returned in such a short span of time.
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