5 minute read |

Live chat software wins on speed alone

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Customer Service

With live chat software continuing to increase in use around the web, despite its original slow take up by many merchants, things are now changing rapidly with many questioning why installing a live chat application on their website is so important. There are many different reasons why live chat software can help you improve your business that relate to marketing and other areas including customer service, but the primary reason is because a large group of shoppers are looking for that very live chat application before they make a purchase. In fact, shoppers between the ages of 30 and 50 who are largest group of online buyers almost demand a live chat application.

So, what is the big draw that has shoppers out there actively looking for websites that offer them access to a live chat application? The answer to this is quick and short: speed and efficiency. If there is one thing that everyone can agree on it’s the fact that there is not enough time in the day for real world shopping any more. With the hectic lifestyles that most people lead any device or software gadget that can help save time is desirable and live chat software is one of those inventions.

The truth is that when most shoppers jump online to look for a product they already know what they want or have a close idea of what it is, the only thing left to do is find a seller that is offering them that exact product. This group of shoppers is extremely pressed for time and demand that they get exactly what they want, when they want, which is where live chat software comes into play because the presence of a live chat application signals to them that they can make sure they are getting what they want without wasting time.

The presence of a live chat application on a website reassures these buyers that they can get instant answers to any queries which may be the only thing that is stopping them from browsing on. Many shoppers are not going to wait around for an email response if they can browse to another website and simply pay a few more dollars to get what they know they need. Therefore, you have to make sure that you can offer them instant reassurance from a live chat application that you also have the product to keep them from moving on.

In addition, there is peace of mind in knowing that if there are any problems with the purchase, the live chat application will still be there so that the customer can return for instant help. Customer service has always had a bad rep for long waiting times and poor after purchase service, so by offering live chat software you offer informed customers a commodity that they will find it hard to ignore. Many browsers will never even actually use the live chat software to its fullest capacity, but knowing that a live chat application is available should the need arise is all they need to press the purchase button on their shopping cart.

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