Online shopping could potentially replace many brick-and-mortar stores in the years to come. Customers are doing more research now than ever to make sure they’re purchasing the best products and services for their needs. With this in mind, a recent article by Sawaram Suthar says that companies need to think of their websites as their storefronts for customers to explore and make educated decisions on their purchases.
Companies need to take their websites seriously gathering spots for customers, just as their physical stores would have been in the past. Just as brick-and-mortar stores put in the effort to make the shopping experience pleasant, so too should companies prepare their websites. A big factor in having a pleasant website experience is to ensure that the communication is consistent and user friendly. Suthar’s article provides the following five ways to improve customer communication on a company website:
1) Use positive & action-oriented copy
2) Use Live Chat Support or Chat Bots
3) Utilize visual content such as explainer videos, infographics, and more
4) Optimize website to reduce bounce rate
5) Use heat mapping to analyze customer interests
Suthar explains each of these points in depth in his article. Click here to read more about them!
How Contact Centers Can Improve The Customer Experience On Your Company’s Website
Suthar gives a great overview for how to improve the overall communication of a company website. However, there is one specifically we’d like to focus on: Live Chat Support. Large amounts of people prefer self-service when it comes to researching products and services, making purchases, and resolving issues with a company. These customers would rather avoid calling a company in many cases, so they would be better served through omnichannel contact center solutions such as live chat support, social media, and email support. Companies need to use some level of live chat support if they have an online presence that provides significant information for their customers. It may not be possible to have in-house employees specifically to monitor live chat support, but that’s where outsourced contact centers can step in and help.
Contact centers with live chat support agents can improve online communication by providing customers with instant service. Immediate service can greatly reduce shopping cart abandonment and help strengthen customer loyalty by allowing companies to be there for their customers the moment they need them. In addition to quality customer service, agents can proactively and reactively provide recommendations to customers for products and services based on their past purchase history. This strategic use of live chat support agents for up-selling and cross-selling can greatly help companies increase their overall sales conversions to increase revenue and positively impact their bottom line.
This blog post is based on an article from CustomerThink. To read the original article, please click the link below:
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