Betting on attention through online chat
Customer service via online chats is a trend that has been growing in recent years following the pandemic, so it's important to learn more about it, especially if you're involved in areas of your business such as sales and/or customer service:
What is online chat customer service?
This customer service, which is delivered online through chatbots or regular chat, is a way to provide real-time support to customers browsing our website, typically by the customer and the agent.
This type of communication can be proactive or reactive.
Proactive online chat customer service is when a chat window appears on your screen with a message asking if you need help. You click and are then transferred to a live agent who will interact with you in real time.
Responsive online chat customer service is when users initiate the conversation when they need assistance. Many company websites include a button, usually in the bottom right corner of the webpage, that users can click to connect with an agent.
Increase your sales through online chat
When a customer is satisfied with every purchase they make, they will always return to those places and businesses where they felt good.
We all know that customers who value our products are loyal, often regardless of the price, so they're more likely to buy again and increase sales.
That's why it's so important to have a strategy to provide the best service to our customers, providing prompt attention during conversations, and making them feel like they're our most important asset. Your agents can personalize their service by addressing customers by name, making them feel part of your company.
Have you ever considered using chat in your e-commerce business?
Chatbots are currently trending, which is why it's essential for your business to offer an online chat service from your website. It's a direct way to connect with users thanks to technology. This allows for a significant increase in sales and helps improve your brand image.
Advertising is part of our daily lives, and sometimes this saturation makes it difficult for customers to make decisions due to the variety of companies offering those services or products. Therefore, a differentiating factor in your offer will make them choose you over your direct competition.
Personalized, direct and real-time attention
These types of tools will help your business or brand evolve significantly over time and become more visible. Customers play a more relevant role in digital marketing. They want to feel important, heard, and understood.
We will get to know our target audience better
If we're interested in hearing our customers' opinions, we can have real-time conversations and listen carefully to their requests. You can also ask them what they think of your service, your website, whether it's easy to navigate, and how easy it is to purchase your product.
Build trust with your customers
Maintaining a real-time conversation with a potential customer will not only allow us to close the sale, but also allow us to listen to them. We can ask them what they think of our website, whether their browsing experience was satisfactory, or how we serve them.
We shouldn't always consider only digital conversations; there are other factors as well. There are many free and paid apps. It's more cost-effective and has its advantages, as you can have multiple conversations open at once and quickly provide personalized attention.
To build customer loyalty, it's essential to have a clear understanding of the user experience, or you can generate engagement with consumers over time. At this point, we must always keep user experience in mind, as it's vitally important today if we want to build loyalty or engagement with our customers or consumers in the medium and long term.
Fountain: Online chat
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#We invite you to read our blog post Chat apps, tools to master customer communication»
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