If you will notice, one mistake that big online companies commit is not making use of live chat software and not allowing customers to connect with them in the most direct way. That mistake and other mistakes are explained below to present the reasons why they can kill your business outright.
Live Chat Software – Relying on FAQs
Customers are willing to pay for products for as long as they are well-informed before buying. For this purpose, big online retailers provide FAQ sections for customers hoping that such would be enough to answer general questions, a strategy that does not guarantee customer satisfaction. Oftentimes, the customer gets more questions than answers after reading FAQs.
You should not employ the same strategy, because unlike you, those big retailers have millions of users to support one another in forums, through product reviews, etc. An FAQ section would be nice, but a live chat option would be the better customer support service that you can give. You will keep your customers staying on your site while ensuring that they make a purchase before leaving.
Live Chat Software – Complicated Support Pages
One of the worst experiences that a customer can have is to get lost in many layers of customer FAQ guides. Don’t let your own customers have the same experience by making your guides simple and don’t punish them by forcefully logging them out after a long time of searching.
Get the oldest and the least tech-savvy person in your family to visit your website. If this person cannot get the help that he wants, your help guides might not be able to help at all. Worse, it can make customers more confused.
If you cannot make these pages as simple as possible, a live chat support program may be your best alternative. With this feature, even the most ignorant person can get quick answers and finish transactions in minutes.
Live Chat Software – Letting Information Rot in Your Site
What was true yesterday may not necessarily be true today. Everything is changing on a daily basis and that includes information. Prices are changing. Manufacturers add new features with their new product offerings. The information in your website should be constantly updated, but you know it is next to impossible to keep up with the changes in the business world. You cannot be there all the time to make the necessary changes in your website to keep your customers correctly informed.
The obvious answer is to allow an open line of communication between you and your potential buyers. With this in place, they can just push the button to access a person with whom they can talk. Is the product still on sale? Do you still give the same discounts after the holiday offerings? Is the material really sturdy or can I get something at a lower price but can last for at least two years?
These are some simple questions that need to be answered right away. Otherwise, the customer may just opt to leave your site and get the answers from another site. The information on your site may be unchanged for a long time, but as long as there is someone there standing by to entertain queries, customers will stick around.
But don’t make it a habit to let information rot in your site. Update your information while you take advantage of a live chat software program.