Most of us know that an increasing number of consumers are regularly using the Web to research and make purchase decisions. This self-service capability might initially be a perfect case for businesses in which they do not have to serve the customer.
However, like most one-size-fits-all solutions, it's effective with only certain consumers. Some businesses will supplement conversation for sites with phone service, typically during normal operating hours. But, that's serving customers at the capability of the company.
Livechat is a comparative newcomer as a service, sales, and service channel. However, it is quickly becoming a favorite method by consumers. The simple fact is that consumers value choice and to compete, organizations will need to function consumers – when, where, and the way that consumers choose.
This usually means altering passive, self-service internet sites into active places of business at which customers have a selection of interactions, whether email, phone, and or live chat. Today's live-chat services and products are very effective and affordable tools.
Like every tool though, its value is derived from its use. And like most things, it takes time and effort to learn to use programs well. So, consider your business and think of how the choice may affect your web visitors and customers, and how it can influence your bottom line.