Live chat is an increasingly important tool in today’s ecommerce environment. With customers expecting speedy responses and fast answers to their questions, live chat is the perfect way to give customers the support they need and improve their experience. Here’s how you can use live chat to improve customer service on your ecommerce website.
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Establish a quick response time: Response time is key when it comes to customer service. Consumers expect speedy answers to their questions and using live chat enables you to meet this demand. If you’re using a third-party chat software, make sure you’re providing timely responses to customers within the agreed-upon timeframe.
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Provide helpful and accurate information: Customers rely on your expertise and it’s important that you provide them with helpful and accurate information. Don’t just copy-paste automated responses from a database, instead take the time to create unique and personalized responses that address the query being asked.
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Make sure you’re available: People often use live chat to ask specific questions or seek help with their purchase so they want to know they’re getting a response in a timely manner. Make sure you’re available when customers most need help by implementing a “live chat now” approach, or setting up a schedule of when you’ll be online to answer queries.
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Foster relationships: Chatting with customers also presents an opportunity to build relationships and learn more about them. Try to make the conversation personal and use positive language. That way, customers will feel more comfortable with your brand and will be more likely to make repeat purchases from you.
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Get feedback: Finally, use live chat to gather feedback from customers. Ask questions about their experience with your product or service and find out their thoughts about your service. This will give you invaluable insight into how you can improve your customer service.
By following these steps, you’ll be able to use live chat to improve customer service on your ecommerce website. Not only will it make the customer’s experience better, but it will also help your brand to stand out from the competition.
