7 Reasons Why Shoppers prefer Live Chat to Connect with Retailers

During holidays you may have no time to walk around the malls or hunt for a desired product. After hopping from one mall to another you may end up the day with no shopping even. One easy way which is mushrooming day by day and seems to be convenient is an online shopping through live chat window on the websites. Live chat services are the one shop solution for all kinds of products, gifts, merchandise, toys, brands, holiday packages and gifts. Every customer looks for quality and budget shopping; this option spreads a wide variety of products, offers and details. This is indeed a superb customer support opportunity that cannot be provided by any other channel. The following are the reasons why shopping or booking through live chat is an add on.

An Engagement as a Customer

Through chat an operator engages you as a customer in conversations regarding your interest and budget. With that understanding he can guide you to the required pages or the offers. A good chat operator plays the role of a salesman and shopping advisor.

Quick, Friendly Service 

In this live chat software you don’t have to hang on or wait. The chat operator is at your instant service. Unlike emails and phone operators they are quick in replying and handling multiple conversations with multiple visitors at one time. With their personalized attention they move you swiftly on to complete your purchases.

Winning Confidence and Trust

Among the many benefits regarding live chat solutions this is also an important aspect to generate a trust. When you chat it is like you are talking to a live person so you feel confident and secure. Your all doubts will be erased while conversing with the operator. For instance live chat on online clothing retailers will handle your questions about sizes, color, stock availability and material used. A quick response will make you feel more confident about the website and their product. One of the prominent assurances of the websites with text box is that they allow you to surf confidently without virus and spam fear.

Less Expensive

As it saves money and then it saves time too. In live chat one operator can handle your query with documentations and online samples. You don’t have to hang on the phone and call again or listen to the tune “You are in a queue please hold the line.” A buyer can avoid repeated phone call charges.

You Feel Privileged

It is a special benefit of a customer to feel privileged when an operator greets him with a festival/Christmas customized picture or season’s greetings. The operator handles your enquiries personally and guides you through the process till you book or pay for your product. If you have a particular inquiry they can pass the query to the experts and you feel that you are given a special attention.

Know the Whereabouts of your Products

 Good live chat help platforms allow live chat operators to Co browse with web customer to ensure the delivery of their product. You can ask anytime about your shipment status. As you can stay in touch with the operator throughout the procedure till you meet the delivery.

Such a Gratifying Experience 

Suppose you are in need of a special signature gift at Christmas and you are browsing for it. The live chat support software has an option to see what you are looking for. Considering your hunt for the particular item they can reach out to you to help you. Or in case you want to converse they can track you to have a conversation with them.

Download live chat software for your business from Live2Support.

The Way of Providing Customer Satisfaction with the Help of Live Chat

Now a days success is not depend on technology which you have, the success is only depend on the way for using your technology. This holds true for live chat. The most important advantage of live chat for delivery the customer service, customer satisfaction and site visitor reach out from a position of knowledge.

Qualified Chat Operator

In the service delivery the quality is more important than quality. your chat operator should have good command of your language and also they are well known about their product and service which you provide. They should be able to respond to chat request in a timely manner with any delay or hold lines. You should dedicate your chat operator for providing better customer satisfaction because if customer will satisfy once time he will come back again.

Right Position of Chat Buttons

Without frequently viewing and tracing your live chat button on your web site, your customer can’t use your live chat application. No matter how prevailing and successful your chat application. It’s just a wasteful thing if your customers can’t locate your live chat button easily. So the placement of button should be very prominently.

Correlation between Live Chat and Increased Sales

In a current study and industry research study of the Efficacy of Live Chat as a Website Communication Tool, the researchers found that those companies which set up live chat on their websites tend to report a higher level of sales and increased market share. The study surveyed 250 consumers and found that almost 60% of online shoppers who have used live chat at least once typically go looking for websites which provide live chat service so that they may shop on those websites. The study also demonstrated an irrefutable connection between live chat and brand loyalty. The study arrived at five very interesting conclusions which would most certainly interest website owners, online marketers and e-entrepreneurs such as you. Here are the conclusions:

• Live chat is without doubt influential during the sales cycle. Throughout the study, online shoppers indicated that live chat positively impacts their likelihood to buy products and services as they surf the Internet looking for things to purchase. As many as 58% of the entire sample said that if a website offered live chat, that fact alone would positively influence their decision to make a purchase on that website. Chat is the most preferred communication method when a visitor is having trouble finding an item or experiencing an error during checkout, the study has concluded.


• Internet companies that fail to provide popular live chat services such as Live2Support are missing out on new business. Those shoppers who shop more frequently online and those that spend more money-- measured either by the average amount they spend when shopping, or the greatest amount they have ever spent in a single purchase-- are more likely to choose live chat during sales interactions. Moreover, these shoppers rank the positive influence of live chat much higher than other groups.


• Live chat has a loyalty effect, specifically with those customers who spend a considerable amount of money online. The survey shows that customers who have had experience with live chat are more likely to return to, and make repeat purchases from websites that provide live chat service. In general, chat customers tend to select the live chat over other methods during the sales cycle. More than 50% of those consumers surveyed cited that they are more likely to trust a website that offers live chat. They in fact prefer to shop at sites that offer the option of live chat.


• Online retailers with live chat can improve results by following a few consumer-driven best practices. The study discovered several ways in which retailers can optimize their live chat software implementation.


• The most interesting conclusion of the survey is that live chat may be even more critical and relevant to service companies than it is to online companies or e-commerce portals. Many website features which shoppers indicated would influence their decision to buy are not relevant to service-only companies, such as product images or product catalogue searching.

As a result, live chat's importance is even greater for service providers such as institutions of higher education, law firms, accountants, counseling services, consulting firms and others. As is evident from this highly scientific survey conducted in a controlled environment, live chat is a must have for your online business.

For Successfully Creating Canned Message Use These Instructions

• Chat operator should use ‘Please’ and ‘Thank for showing extremely politeness to their customer.

• For adding the personal touch you should use ‘you’ ‘your’ ‘their’ ‘they’ and ‘under’ as well as other personal pronouns in the canned message.

• For better performance support operators should chat with informal communication tone since your chat conversations rarely involve academic discussions.

• Clarity is the order of the day. Be clear, write, “service available Monday through Friday” and not “service available on all days except weekends.”

• The most important thing which is very important for chat operator, please write complete sentence and they should check their spelling, grammar and punctuation errors in chat session. Because in chat window there is no option is available for checking all these things. Before sending any message to their visitor please read carefully.

• Leave place for the user’s name in the message. This would force chat operators to use names not just a ‘you’ or nothing at all. In order to implement this level of personalization, request site visitors to provide their names in the pre-chat form.

• Chat operator should not use slang in any form. Its not look like a professional.

• Don’t composed upper case content in your canned message. Because it reduce readability and visitor will feel that your chat operator are impolite.

• Customer services are serious business and should take it seriously, so chat operator should not use jokes in chat session.

• Update and revise your canned message on a regular basic for update your site polices.