Live Help Can Increase Sales & Build Customer Loyalty This Holiday Season
We’ve all experienced it: It’s the weekend after Thanksgiving. You’re in a store, browsing gift ideas. You pick up a couple products and closely compare them. Frustrated by the lack of information provided by the manufacturers, you look up at the nearby store representative. She senses your frustration and asks, "Can I help you with something?"
You chat with her briefly and get an answer that helps you make your decision. You go to check out, wanting to use a holiday promotion you received in the mail. When it doesn’t work, the checkout associate takes the promotion and punches in the code manually. You get what you wanted at 20 percent off.
Now, imagine this scenario on the web. You’re comparing products, but there’s no one to ask for more information. What do you do?
Recent surveys show that a majority of online shoppers want the option of online chat and "click to call" to get immediate assistance when browsing online. Sometimes shoppers need help making purchase decisions and completing transactions online. Yet only a small, but still significant, portion of consumers have tried "click to call" or "click to chat" on the web.
Clearly there’s a gap between what consumers want and expect online, and what online retailers provide. (For more information on these survey results, click here.)
Live help services can be quick, easy and valuable solutions for retailers looking to drive conversion rates, reduce shopping cart abandonment and build customer loyalty this holiday season. Both click to call and click to chat are add-on web technologies that provide online shoppers with an immediate connection — either voice or text chat — to a live agent at the click of a button.
By avoiding dialing a toll-free number, being placed on hold or patched through to several different representatives, shoppers can get the same “just-in-time” assistance they'd find in a physical store to help them make online purchase decisions or overcome some problem or issue they might face when checking out online.