You wonder: Are they out of stock? Do they not come in a particular color? 

You feel sad and looking around for helpful staff members, but there’s no one around. 

There is just one option available to call a phone number to reach a representative. You could do that, but it seems like a long-time-taking effort to just ask a quick question. 

Now this time you start feeling stiffness and mapping “Do I really want these?”

Ultimately, you drop the idea to purchase and leave without purchasing anything.

This is exactly what happens on your eCommerce website when you don’t have a live chat service.

From the above notion, eCommerce owners could learn one thing is that most customers aren’t going to wait for your response via email or phone queue to ask a question. 

They’ve other brands’ stores as a second option to do shopping from. So, it’s your fault that customers leave your website without any purchases or adding to the cart. 

In this blog, E-commerce brands will learn the importance of Live Chat services. In the end, they will come across to know why every eCommerce store needs live chat. 

The 5 big benefits of live chat for eCommerce stores

Have a look at some of the biggest benefits of text messaging software for online stores. The mentioned five ways will help your eCommerce business to drive leads via live chat support. 

1. Live chat saves time for both your customers and your company

Live chat functions similar to a conversation between two real persons. Offering live chat support, communication takes place instantly and exchanges thoughts in no time. 

Live chat answers the questions without taking much time and help customers make the shopping experience trouble-free. 

Let’s take an example…

Continue with the above scenario, you felt unhappy because you didn’t get your product in your color match. You look around for help and you begin a live chat conversation with the representative. You get the answers and feel satisfied

This is the power of live chat in potential time. It not only saves time but also sustains the customer relationship. 

Besides this, 73% of customers say that they retain the brands just because brands value their time. That’s right: it doesn’t about free shipping, offers, and discounts, easy returns or even being nice – good customer service lies in not wasting customers’ time.

2. Live chat answers customers’ questions before they become shilly-shally

Yeh! That’s true… and it’s the second biggest benefit of implementing live chat support on the website. 

You never come across to figure out what might hesitates your customers while online shopping. Implementing live chat is the only option from which you can settle the dispute of perception, action, and feelings of the customers. 

In fact, using live chat support, eCommerce representatives can answer customers’ questions quickly before turn into doubts. You could do so by sending greeting messages, creating personalised messages for every single page product, using AI chatbot support, etc.

This gives them a boost in the shopping experience and built loyalty among customer services.

3. Live chat keeps customer communications on progressive goal

Embedding live chat right into your eCommerce website means developing an effortless ecommerce experience in terms of communication and customer experience. 

Live chat is a written mode of communication, hence, the conversation stays in the middle of objectives from both the end by customer and representative. 

Additionally, it also sustains the mindset of the customer from start to finish of the shopping journey. While other forms of communication like phone calls and email separate the customer from the product page to the contact us page, which hit the customer experience slightly a bit. 

4. Live chat gives you valuable insights into your customers’ behaviors

With live chat in position, you could ask customers to share their experience or feedback. This is one kind of insight you can get from live chat support. 

However, there is a number of insights you could collect from a live chat tool. Some of them are mentioned below.

• The time and date when visitors opt for a chat.
• Reveal common points of friction.
• About the common queries.
• Learn in real-time about customers’ experience.
• Segment customers basis on opt-in and opt-out live chat support.

Additionally, live chat gives you access to the analytics you wouldn’t have with phone or email support.

5. Live chat humanizes your eCommerce store

Did you know that Live chat functions exactly like a real person? 

Whether it AI live chatbot or live chat with a real person, both provide the discern of humane. In simple terms, live chat humanizes your eCommerce store and helps customers provide a friendly shopping experience. 

Additionally, live chat can be tweaked as per needs and pop up with a friendly “How can I help you?”  message. Further, you can make it more personalized with their names or by giving product suggestions.

To help you, I’ve pointed out some live chat tips to make it more sound like human and less ROBOT! 

• Introduce yourself by name
• Use a typing indicator
• Embrace the emoji
• Send dynamic chat invites
• Use canned responses
• Route chats to the relevant agent
• Place live chat buttons upfront
• Integrate with your CRM
• Respond within 60 seconds
• Don’t launch the chat in a new web window

Also Read: 8 Benefits of Live Chat Support Solution For Any Business

Final Thought: eCommerce Live Chat Support 

Live Chat is fast becoming a holy grail for customer service. There is no option available to deny live chat and think for other mediums of communication. 

Integrating live chat support gives you the ability to communicate with your customers more friendly and provide instant solutions for their questions. With this guide, you will be able to conclude the importance of ecommerce live chat and if you’re looking to integrate live chat on your website, Girnar Care Team could help you in this. Contact us for more information.

The post 5 Significant Reasons Why Every Ecommerce Store Needs Live Chat appeared first on Girnar Care.

And above all, it’s arduous to capture a lead i.e. the potential customer.

The sales and marketing professional use an array of techniques to generate leads for the company. Out of many, digital marketing is one of the foremost and common practices of lead generation.

Since digital marketing practices work upon the contingencies of Google’s Algorithm, it is pretty much a comprehensive method to achieve relevant results.

However, digital marketing is still an undefeated tactic for businesses to compete with other brands and help generate leads.

If I ask you that other than digital marketing is there any different medium to generate leads. What would you suggest to me?

I believe that live chatbots or live chat support solutions could be a way for lead generation. How?

According to the study done by ICMI, a live chat system can produce more than a 40% increase in the overall website conversion rate.

Additionally, Live chat has the highest satisfaction levels for any customer service channel. Day by day, the chat adoption rate has risen from 38% in 2009 to 58% in 2014 and 64% in 2019 and will grow exponentially.

Features of Live Chat Support for Lead Generation

Through live chat support, you can readily greet customers who visit your site, instantly deliver a sense of urgency messages, and be available to help whenever they need you.

These are the common fundamental features of live chat. However, it provides you with many features to take advantage of

• Canned responses
• Chat tags
• File sharing
• Chat transfer
• Message sneak-peak

Now every website integrates with AI-accredited live chatbots to enhance customer support and customer satisfaction.

You cannot imagine how critical can live chat support functions.

Many just believe that this is the channel for communication to resolve customer queries.

With no jokes! The majority of them are using live chat for marketing purposes, including lead capture on their website.

Application of Chat Support System

Since chat services act exactly like a receptionist to help visitors feel comfortable at every moment of their online journey. It is mostly utilized in websites and mobile applications.

Although, you may have seen various chat support services when you visit an eCommerce website or any other website.

Eventually, “How may I help you, Today” pre-chat services is the most common kind of greeting message you receive at a glance.

Other than websites and apps, chat support is also found in the form of VR experiences. Near in the future, may we see such technology in offices and smart homes too.

Also Read: 8 Effective Benefits of Live Chat Support Solution 2021

5 Winning Live Chat Strategy For Greater Lead Generation

When we think about live chat support for lead generation, we pretend ourselves smarter and disciplined. How you help customers engross the sins of art and science.

And the live chat support has both the quality. It gives you the option to customize chat services as per marketing agendas. Also, it offers analytics, customer history, and so on to facilitate a strategy for the next step.

Here are 5 ways to use live chat support to generate leads via a mix of automated and human-operated tools.

1. Welcome website visitors with a chatbot greet message

Greeting messages act as a friend or as a neighbor. Chatbot welcome scripts generally include a cohesive greeting, some basic information about the site or page when a visitor lands, and then different target messages are offered to start a conversation.

Generally, the most common chat support formats are highlighted features and visual menus.

Possible menu information to add:

• Blog link 
• Opt-in to subscription updates 
• Links to product or service 
• More info on pricing 
• Links to landing pages

2. Catch more leads with Omnichannel chatbots

Today omnichannel chatbots rule at the entire surface. Even big tech giants such as Meta (Facebook) and its Facebook messenger app are using omnichannel chat services.

When you opt for Omnichannel chatbots you enable chat support with AI and ML intelligence to handle customers everywhere whether they go on desktop, mobile app, etc.

Benefits to having an omnichannel chatbot on your website include:

• Frequent conversation and tracking of customer history
• Send follow-up messages at the right time
• Help you to do remarketing

3. Generate leads 24/7 with live chat support automation

A human can’t work 24 hours a day, but your chatbots can. Especially in the case of eCommerce brands, customer needs instant support for their products. Hence, 24/7 standby support is important.

When you use automated chatbots you save time and effort to listen to your customer’s queries. Additionally, you can use a live chat assistant for lead procurement by illustrating automation tools when offline.

4. Use a Pre-Chat Survey To Know Customer Perception

Pre-chat surveys consequently pose your visitors a few inquiries before the discussion begins. If you don’t as of now have the client information, use your survey campaign to request a name, email address, or potentially phone number.

Regardless of how the discussion closes, you already have your visitor’s contact subtleties and you can utilize them later for showcasing and deals purposes.

5. Use conversation routing, lead alerts, and live chat takeover

Missing a lead through live chat support means you still need improvement. 

Think of lead alerts software that notifies you about each conversation at the right time. Moreover, lead alerts tools also work on other mediums of channels such as email and social media.

So if your live chat support isn’t powerful or versatile, lead notifications make it easier.

Final Thought: Chat Support for Lead Generation

In conclusion, I would only say that you should integrate live chat support on your website. And if you haven’t done it yet, do it quickly.

Need any help? We offer personalised chat support services to our clients with exclusive advantages like –

• Proactive & Reactive live chat support
• Easy Customization for UI and Web theme
• Pre Chat Questionnaire and Chatbot AI

We also provide multi-lingual chat support to assist consumers with languages they are comfortable in.

The post Helpful Ways To Use Live Chat Support For Lead Generation appeared first on Girnar Care.

Emails and phone support are a mode of communication but customers are always uncertain about when they are going to hear back.

Some of the calls may not get answered due to continuously busy phone lines and emails take more than 12 hours to get answered which is even worse for the customers in need.

Which support channel offers a faster way to reach out to agents then?

The answer is live chat support. By using live chat support, you provide the customers with a more personalized and convenient medium to get superfast responses to their queries.

Not only this, live chat support offers several benefits to your business which you’ll come to know through this blog.

Let’s begin

Live Chat Support Benefits for Business

> Immediate Response 

One of the biggest advantages that live chat offers is immediate customer support. Unlike email which takes more than 10 hours to get answered, live chat enables the customers to quickly get their queries resolved.

> High Conversion Rate

Statistically speaking, companies who use live chats observe a hike of more than 15% in their conversions.

With live chat, you provide the freedom to your customers to reach out to you in case of any doubts regarding a product. By guiding them throughout their journey, you can help them reach a purchasing decision.

> Rapport Building 

Live chats are a more personalised way to interact with your customers. By exchanging messages with your customers you can know exactly what they are looking for. This way you can offer solutions and build a positive image of your brand.

Also Read:- Difference Between Proactive & Reactive Live Chat Support

> Helps in Getting New Clients

You can totally leverage live chat to bring new customers into your business. Let me tell you how?

When visitors check your website, they’ll check out your products to know whether they are worth investing in or not.

Through live chat, your agents can be available for them in case they need any help. This will not only help in building trust in clients but they’ll also recommend your services to others.

> Prevent Customers From Dropping Out Their Cart

Customers face many issues while completing the purchase of the order.

Whether the issue is related to high shipping charges or customer-facing difficulty in the checkout process, providing a live chat option is a way of saying that your agents are available for the customers at every step!

> Streamline Customer Support 

Customers get extremely frustrated when they have to repeat the problem they’re facing time and time again.

With live chat support, your agents can know about all the details of the customers and their queries in one go.

Also, while using smart tools, the agents can also share their screen to guide the customer in a better way which in turn makes the whole process smoother than ever.

> Stay Ahead of Your Competition 

There are still some businesses that don’t use live chat options and rely on emails, phone calls and social media as a mode of providing customer services. Although this is not good for them, it can turn out to be a huge advantage for your business.

Live chat can be that distinguishing factor that makes your business more reliable in terms of customer support.

> Increased Customer Engagement

As the agents in the live chat option are instantly available to assist the customers, more and more customers will prefer the option of live chat over email or phone. When the customers will get quick responses to their questions, they’ll start trusting your brand and will not focus on other brands. That means a win-win for your business.

Summing up 

Nowadays, customers are usually in a jiffy and expect on the spot answers to their concerns. For a customer-centric business that focuses on making customer support more reliable, live chat will prove to be a smart choice.

The post 8 Effective Benefits of Live Chat Support Solution 2021 appeared first on Girnar Care.

Live chats solution enable businesses to offer quick customer support to visitors and can solve all customer-related issues in a timely manner.

As compared to emails and phone support, live chat options are much more reliable as customers can easily interact with the agents while they are on the website.

Now, the question here is which type of live chat should your business users engage with the customers?

While the type of live chat strategy depends on the needs of your business, let’s start with knowing the basic difference between proactive and reactive live chat.

Here we go,

What is Proactive Live Chat Support?

You must have noticed a chat box that automatically pops up every time you visit a business website. The message in the chatbox usually begins with, “ Hi, how can I help you today?”.  This is an example of proactive chat support.

Proactive live chat is initiated by the chat operators who ask the visitors if they need any assistance before the visitors ask for help.

Pros and Cons of proactive live chat support

What is Reactive Live Chat Support?

Reactive live chat involves customer service agents reacting to a customer’s inquiry. Unlike proactive chat, reactive live chat requires customers to ask for help.

Now that you’ve learned the difference between proactive and reactive live chat, how would you decide the suitable option for your business?

Let’s start by stating facts,

If we talk about speed, reactive chat is faster and comes with a high engagement rate. On the other hand, despite having a low engagement rate, proactive chat works in filling the gap between the customers and the brand which totally works in favour of your business.

As stats reveal that customers who get involved in proactive chats are 6 times more likely to make a purchase.

But in some cases, proactive live chats may appear to be disturbing to most of the customers.

Pros and Cons of reactive live chat support

Which option should be considered then?

Also Read:- Combine Texting With Call Center Campaigns

Summing up

As you can see that proactive and reactive chat both have their own set of advantages and disadvantages, using both of them together can result in more satisfied customers which in turn will increase the purchase volume of your products.

If you need more advice on the matter, get in touch with us today!

The post Difference Between Proactive & Reactive Live Chat Support appeared first on Girnar Care.

A variety of ways are adopted by businesses all over the world to connect to customers ranging from emails, accompanied by chat, social media channels and considering the recent time, video calls are also quite a useful tool. The fastest way through in the present times is to communicate through texts.

If we talk about statistics of the present-day tools that customers prefer to use, the present-day smartphone user prefers to send and receive five times more texts than they make and receive calls in a day. Not only customers prefer texting over calls, if we compare texts to e-mails, then the statistics clearly state that 82% of text messages are read within 5 minutes, but buyers only open 1 out of 4 emails they receive in a day.

Now, this is something really important to note while one is finding all the potential ways to reach the target audience. Using a multichannel strategy will always work out best for any business.

Let’s talk about the 2 ways of text, businesses generally indulge in to communicate to their customers:

1. Automated Texts: These types of messages are sent to customers who often aren’t connected to agents when they call them. When a business uses automated or predictive dialers, automated texts are left to the ones who aren’t connected. These texts can be used to share information regarding particular campaigns run by the business.

2. Manual texts: Agents use Manual text to send extra information (either during a call or after a call) or follow-up messages to customers. Designing messages in a way that would attract customers and drive them to convert is a common strategy used by many businesses.

Texts have immense benefits to agents and businesses

Let’s take a look at some of the important ones:

1. Share information to non-connected customers

Quite a few times, customers tend not to pick up calls from call center companies but that doesn’t mean a business will not be able to communicate to them. With the use of Texts, a business can proactively share insights into how their service can be useful to one and this will drive customers automatically to respond.

2. Sending Reminders

Texts are the best ways to remind customers when they have their payment date coming up or probably if they have booked their appointment. This ensures that a business can save a lot of time by calling each customer and most importantly can be a powerful way of reaching the prospect and retaining them.

3. Capturing Feedbacks

Sending elaborative mail with bigger forms would be the least beneficial way for a business to capture feedback and most importantly catch the customer’s eye.

Rather than texting a small message acknowledging the call and attaching a quick link with it to your feedback form or just asking the customer to reply with a particular response/letter if they are satisfied with the service will be the best way to record feedback and work accordingly.

YES, all of this is made easy with just using TEXTS! Research shows that on average 31% of consumers will respond to a survey via texts with the average response time for users being just over 5 minutes.

4. Customer Engagement in less time with lower costs

Texts allow businesses to send out information to a whole lot of customers all at once and simultaneously receive their responses in a jiffy.

Facts say it all that a customer would rather check Text messages and communicate through the same to save time and efforts. Businesses, on the other hand, can assure that their message will be communicated to the customer and their agents don’t need to waste their time and efforts by having to call or write e-mails repeatedly to each customer separately.

Customers are exhibiting an increasing inclination towards text rather than call. Using texts for customer service will help a business to assist its customers easily in no time.

The post Why Businesses Should Combine Texting With Call Center Campaigns? appeared first on Girnar Care.