How live chat helps shopping-cart abandonment

How live chat helps shopping-cart abandonment

A Live chat service offers businesses the potential to give online shoppers a great shopping experience and remove the negative effects of confusion, over-choice and the often overwhelming amount of information which engulfs online customers. Its main effect is to reduce dissonance and friction and provide customers with the very thing that makes them want to shop online in the first place - time / cost-saving, convenience, and reliability!... Live Chat agents can reduce the time customers spend researching products by providing information directly without the need to search for it on a website. They can pitch sales, provide opinions and even up-sell and cross-sell where applicable, providing customers only those choices that fit their needs and budget instead of overwhelming them with confusing info and too many options as websites without Live Chat normally do. In many instances, customers require information which is not there or buried deep within forums or links. Doubts caused by the aforementioned problems make customers leave their online shopping carts outright - but when Live Chat agents are present to address those concerns at the moment they arise, or remove doubts or misconceptions that customers may wrongfully have, the customers will more likely than not finish their purchase process. Additionally, Live Chat can be used to handle post-purchase issues such as complaints, returns, exchanges and warranty issues, a model of customer care which has proven it to be cheaper and more effective than any phone or e-mail customer services model ever used. Live chat helps you deliver real value to your potential customers.

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