As the trends of ecommerce are changing fast, customer support and service has also gone to the next level. As the customers are becoming more and more demanding with each passing day. It has become extremely difficult for the ecommerce stores to ensure that customers remain loyal to their websites and keep visiting them on regular basis. When the customers come to an ecommerce website and leave that site without making any significant purchases then that is a very big problem for the companies to handle. One of the most effective ways to tackle this problem has been the introduction of live chat facility for the customers. This live chat facility has been introduced to ensure that customers are helped with any kind of problem they are facing while navigating through the website.
One of the most important things has been the customer feedback received through this channel, which hadn’t been received earlier. A live chat individual is usually a trained sales person to answer all the queries of the customers who may directly want to ask that sales person about the problems being faced by him. The first most important task that a customer sales representative does is, to guide the customers coming to a website. He helps them in trouble shooting any problem which they have like sorting the products detail, process of buying a product, or any other thing other than that. The sales representative also helps in answering about the different questions, answers for which haven’t been provided on the website. No website can be that much comprehensive to include the answers to all the problems that a customer might be having while going through a website.
Sales person directly chatting with the customers also helps to boost the sales volume of the different products sold through that ecommerce website, thus increasing the profits of the organization as well. A live chat sales representative can also help the customer find what he is looking for. The sales representative link should be at a very visible place, otherwise the customers won’t be able to get the help they want. The sales representative should have excellent knowledge about the products of the site as well as the way in which product assortment is done. Customers always want convenience and the increased standards of customer service have further raised the customer’s expectations from the customer services offered by the different ecommerce websites.