A potential customer is shopping on your website. It appears they’ve found an item they like, but they have not yet added it to their cart. They’re struggling with their purchase decision because they have a few questions they need answered. The shopper doesn’t really want to pick up the phone and call you, but if they don’t get the information they’re looking for soon, they’re going to leave your site without buying the item. Live chat to the rescue!
Live online chat can have a powerful impact on customer satisfaction and sales. In fact, according to Econsultancy, live chat has the highest satisfaction levels for any customer service channel at 73 percent. Email and phone are a fairly distant second and third with 61 percent and 44 percent respectively.