Live Chat For Retail Websites
Live Chat helps you to increase online conversion rates and raise average order
values, whilst improving customer support.
Online consumers are demanding higher and higher levels of service from online
merchants, instant responses to questions, from knowledgeable customer support
agents, to aid with product choices, checkout issues or returns, are now
essential within online retail/ecommerce environments in order for visitors to
have a positive online experience.
WhosOn enables you to facilitate this positive online experience by providing the
online service that you would find in a traditional brick and mortar store,
whereby a visitor is greeted on arrival, their needs are ascertained, products
that meet these needs can then be shown directly to them and any questions can
be answered in real time and as with anyone’s favourite retail store where
customers have received a positive experience they will return!
By implementing live chat you are projecting the image that your online
organisation is a real entity with real people, not simply a faceless website,
this naturally instils faith with your site visitors and encourages them to
purchase. As live chat matures, retailers must employ a live chat strategy which
integrates its unique set of business requirements, its people and its
technology in order for it to reach its true business potential. WhosOn and its
advanced feature set ensure that best practises are followed to help improve
online conversions and customer support for ecommerce retail websites.
WhosOn delivers;
Increased Sales/Conversion Rates - Live Chat helps improve online sales visitors
to a website are now more likely to select a live chat whilst browsing a site
rather than sending an email or making a telephone call where the standard
perception is that they will be left on hold or in a queue or they may have to
wait days for an email response. Live chat enables real-time customer engagement
rather than dealing with the customer enquiry once the visitor has left the
site.
Website Leads and Opportunities - Invaluable analytics tools detailing live site
traffic and visitor information as well as historical information such as length
of time on site, referrer, keywords, visit number, previous chat histories, page
views and more. Such information is used to generate further potential sales
opportunities, refine pay per click and SEO campaigns which in turn help reduce
operating costs for any organisation implementing WhosOn. This information can
automatically be sent into a CRM application such as Salesforce.com and
Microsoft Dynamics CRM which are supported by WhosOn.
Reduced Operating Costs/Improved Employee Productivity – Agents have the ability
to handle multiple chats at one time unlike traditional telephony or the
disjointed approach of email. Live chat not only reduces operational costs in
terms of the volume of employees needed for answering calls but it also leads to
significant telephony costs savings.
Reduced Shopping Cart Abandonment – Customer anxiety about whether they are
making the right purchasing decision at the checkout stage added to this the
lack of confidence with entering credit card details and personal information
are key factors in the checkout process, live chat enables an agent to guide the
visitor through the process to and help instil confidence to ensure order
completion.
WhosOn Live chat can also be pro-active rather than site visitors clicking a
click to chat link proactive invites can be sent to the end user it maybe a text
based invite a graphic image or special offer based on certain triggers such as
time on site, number of page views, landing page, pages viewed in order, etc,
these proactive invites further improve conversions by a minimum of 20%.
WhosOn also provides live chat translation enabling an online retailer greater
scope for international trade. Live chat translation seamlessly translates from
the native language into English in real-time, the chat operator has the ability
to enable or disable the feature during a chat. All of these features help
online retailers to improve customer support and service and increase online
conversions!
Benefits Of Live Chat 
John Smedley - Online Retail Case Study