Live chat provides millions of benefits to their customers. They are all there to enhance the customers on line shopping experience. For a customer, there is nothing more irritating then waiting for an answer while in the middle of their shopping excursion.It is most probably seen that when the customer has some confusion regarding their shopping , they would probably not make a call or write an email to the company. However if they do make a call and are made to hear the long ‘hold’ music, nothing could be more annoying than his. It would be far better to abandon the shopping cart.
Live chat here gives you the benefit of doubt. It is all there very much at the website to provide you with the answers.
It is at the right place at the right time providing the right customer service . It gives you the option to speak to someone as soon as you are encountered with a problem or if you just need an answer to a question. This just eliminates the need to call the expensive 08 numbers or just waiting for days in response of your email.
Live chat also reduces the cost of service. Just holding for long time enhances your bills and deteriorates your experience. But with live chat there is nothing at all to spend on the behalf of the customer. It is there where the customer is going to turn for an answer that is the internet itself. Since in live chat there is no cost to the customer and therefore no resentment from the outset of your agents conversation.
Here everyone ends up going home happy.
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Source: https://www.livechatagent.com/live-chat-and-its-customers-benefits/