According to PwC, customer communication preferences are altering. The research suggests 55% of all potential customers are motivated to resolve their product needs online. Looking at such a trend from years prior, we get the indication that online-oriented engagement will grow over time.
Here we highlight how to stay connected with your customers while they shop your website and offer support across their entire purchasing journey.
Why you need to focus on online support
In any capacity, your customers operate online. Whether they’re researching, sharing, or purchasing products – they expect you to be there 24/7.
Now, although you might not necessarily be selling products online, your website is still your digital handshake. In other words, it’s one of the first places they turn to when they want to explore your offerings and consider doing business with you.
Because of this, it’s important to be reachable and accessible from this touchpoint. Customers most likely don’t have the time to read all your web pages and search amongst your entire website to find the information they need.
What is called for is a timely, effective solution that can be sought through the noise and provide relevant insight.
So, how do you get in touch and stay connected with customers?
The answer is simple: set up Live Chat.
What is Live Chat?
Live Chat is a widget set up on your website which visitors can click to chat with an agent or bot. It provides businesses the opportunity to be present for customers in an online world, building instant relationships from their first website visit.
Live Chat from Infobip is also supported by mobile platforms overseas chinese in europe data including Android and iOS, making it easy for you to set up and customize within your existing app.
The app and web widgets are also interconnected, meaning customers can carry on the conversation they started in your app when they visit your website – helping you deliver a personalized omnichannel experience.
Benefits of using Live Chat
Today, Live Chat helps organizations transform online customer journeys. From exploration to engagement to purchase – setting up a chat on your website helps you:
provide real-time customer support for visitors’ queries when they’re experiencing difficulties
assist during the sales process to actively guide visitors or leads in their decision-making
build a prospective funnel by converting visitors into leads and later into customers
increase loyalty and satisfaction for your existing customers
create more intuitive online journeys that reduce bounce rates and provide better UX
grow advocacy and equity by exceeding customer expectations and providing a positive brand experience
Using Live Chat with Infobip enables you to track user behavior and proactively engage them based on previous interactions.
