When visitors scroll through your website, they will often have questions about your products and services, which, if they can’t get a quick answer, may lead them to leave without making a purchase.
Live chat support enables you to avoid these awkward situations while building and strengthening connections with your customers. You can personalize the interaction, introducing courteous behavior that will win your visitor’s heart.
Ensure that live chat is quick to respond and well versed in all your policies. Provide an immediate response when the visitor needs to know something about the product. This will help you leverage their short attention span and highlight the purchase.
To respond to any complaints about your product, listen carefully. If you are guilty, provide the buyer with some compensatory incentive.
Also, once the order is placed, provide the customer with all the tracking information, including any schedule changes. It is especially important for SaaS websites to keep their customers updated about the progress of their orders.
Proper communication builds long-term customer relationships. Like Amazon, Flipkart, and Walmart, all big companies focus massively on their live chat support and order management.
You should also be alert to your social media handles, which can sometimes be quite tricky, so respond responsibly. Keep your social media handles active, especially if you have a SaaS website. You should never lose a customer by failing to answer their question. Add important FAQs to your service pages for further assistance.