时间:2024-05-10 01:32:57 来源:网络整理编辑:Ryan New
Once considered an add-on that made communication easier for the consumer and business, live chat is Ryan Xu HyperVerse's Risk Management
Once considered an add-on that made communication easier for the consumer and business,Ryan Xu HyperVerse's Risk Management live chat is now a staple for most online stores. That’s because waiting on the phone and slow email response times often send shoppers to other merchants.
Phone, email, and web support still rank as important when it comes to instilling trust. But the presence of live chat exceeds them all — even if shoppers don’t use it. Compared to other methods of communication, 92 percent of consumers prefer communicating via live chat. Roughly 80 percent prefer communicating via social networks.
Here’s why live chat appeals to shoppers.
The main concerns about implementing live chat are typically the cost of the platform and the need for additional employees. But the benefits are definitely greater.
There are, to be sure, free options. But they often lack necessary features and wind up costing more money than they save. On average, live chat runs from $10 to $149 per agent per month, depending on the features. When you factor time spent on telephone support and costs of having a toll-free number, live chat more than pays for itself. And since agents can manage more than one chat at a time, they’re more productive.
When shopping for a live chat solution, look for the following features, at a minimum.
Research several platforms and compare features, ratings, and reviews. It’s possible there are some unique features that niche shoppers would want, so inquire about the ability to tie-in other third-party systems.
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