Jim Iyoob

Jim Iyoob is Chief Customer Officer for Etech Global Services. Jim has 20+ years of contact center outsourcing experience in inbound, outbound, chat and social media operations, and is a respected speaker, author and subject-matter expert for call center solutions.

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Online Chat Helps in Reducing Shopping Cart Abandonment

31 Dec, 2013 Chat 1 Comment

Today, business between companies and customers has been changed a lot with the arrival of the internet. Many corporate companies are offering their products and services online, which has increased the rate of shopping cart abandonment. And, this is the most important issue encountered by many companies that want to increase customer conversion and enhance revenue. Forrester Research reveals that around 88% of website visitors are abandoning their shopping cart at the payment phase.

By using online chat, businesses can efficiently target these customers and ensure the completion of their online orders. Online chat is proven to increase online order conversions of mediocre customers. It also discloses crucial insights into customer behavior and that can help decrease shopping abandonment rates in the long run.

Seize Your Potential Customers
Integrate online chat services on your website so that customers can get answers to their questions and doubts in real-time on a range of things such as product pricing, exchange costs, shipping cost, return policy, and more. When customers are given assistance at all stages of purchasing through an enabled click-to-chat option, you can reduce the rate of shopping cart abandonment to a great extent. Online chat services have to be given on particular pages of your website so that shopping cart abandonment can be prevented by increasing customer experience. Experienced agents should be assigned to help customers who face problems finding a particular product or data and help by providing the needed information through a Push URL option. Online chat services include advanced options like web alliance, co-browsing, screen sharing, etc that help in alleviating customer challenges. These services also prove to be practical in taking pre-sales and post-sales surveys, and studies reveal that customers are interested to participate in such surveys through online chat.

A Professional Touch Solves Customer Issues
Online customers are very much concerned about shipping cost, promotional offers, delivery time, return or exchange policy, etc. Providing a live chat service by a professional and trained agent at the crucial checkout stage of the website will ensure that the customer gets correct and needed information quickly. A professional and trained touch through the secure and private channel of online chat can solve issues of customers immediately.

Online chat services can simplify the whole purchasing process and as a result, enhanced customer experience is ensured, which decreases shopping cart abandonment. Though shopping cart abandonment is a serious problem for companies, effective online customer service can solve the issue in a cost effective and viable manner.

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