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How Real-time Communication Gives Your Customers Convenience

realtime communication convenienceComing to the term of real-time communications (RTC), what comes into your mind first? Mobile, Instant Messaging, VoIP or chatting software? Real-time communication refers to any mode of telecommunications in which users can exchange information instantly.

Nowadays, different kinds of real-time communication tools help bring people closer. For example, IM sends your greetings to your friends in different localities, and telephones bring mothers’ care to sons from miles away. Then what about customers and online businesses? How can customers get the same customer service experience that they can have in a physical store?

Different from brick-and-mortar stores, where customers can talk with the sales people one-on-one and get help from them instantly, customers shopping online or searching for services from the Internet also hope they can talk with real person before they make the purchase. Live chat software for website makes it possible for customer to communication with firms lively. It gives customers convenience and takes your website visitors closer to you.

There are many people visiting your website all the time. How many of them became a lead, and how many just leave your website without any interaction with you? A great number of buying decisions are made based on convenience – the more convenient the buying process is, the more likely a customer is to make a purchase. If website visitors can’t get answers immediately when they encounter some problems on website, they are very likely leave and move to your competitors.

Having live chat on your website will help visitors get quick answers without having to wait for delayed emails or to pick up the phone.  It not only creates easier browsing experiences but increases consumer’s likelihood to purchase.  A study from Forrester Research said:

“Many online consumers want help from a live person while they are shopping online; in fact, 44% of online consumers say that having questions answered by a live person while in the middle of an online purchase is one of the most important features a Web site can offer.”

A survey by emarketer.com also found that 63% of customers were more likely to return to a website that offers live chat. The report goes on to say:

“62% reported being more likely to purchase from the site again. A further 38% of respondents said they had made their purchase due to the chat session itself. All these attitudes were even more prevalent among respondents who bought online at least weekly.”

Some other studies show that 77% of people shopping online would like to make contact with a real person before making a purchase, and over half say that the lack of interaction has caused them not to purchase. See the importance of real-time communication is to businesses, especially for online businesses and e-commerce? With live chat on website, your customers get the most conveniences and have more confidence to buy from your company.



Kevin Gao has written 1 article for Moneytized

Kevin Gao is the founder and CEO of Comm100 Live Chat, a leading provider of live chat software for business. As a software developer as well as a small business expert, he’s always ambitious to revolutionize the way of online customer service and communication. Connect with Kevin on LinkedIn to find out more about him.

  • Kevin – Excellent topic for discussion. Technology has made it easier for business owners to communicate in real time. Those who do not provide this type of help stand to lose customers. Providing this service not only improves customer convenience leading to higher sales, but also higher customer loyalty.

    Harry

    November 10, 2012

  • Definitely! People are always looking for things that can help improve efficiency and make life easier. The live chat technology is a typical one which has make online communication better.

    Kevin Gao

    December 4, 2012

  • Nice job Man. Respect! My Internet Marketing http://www.introskip.com company help me get up my business with this system.

    Alvis

    November 16, 2012

  • Really interesting figures, I had no idea they were so high, personally I quite like that you can shop online without having the virtual equivalent of a shop assistant bugging you, and I’m sure most companies prefer e-commerce because in the past it meant far less staff time spent on the shop floor, this kind of research really questions all that thinking though, thanks for posting it.

    SDGSteve

    November 19, 2012

  • Thanks for reading and sharing your thoughts! There are customers who don’t like ‘assistants’. I take those people as someone who prefers to make decisions by himself. They don’t like recommendations, and may hate sales pitches. However, they still need ‘support’ now and then. I mean pure customer service, no promotion or advertisement. And that’s the value of live chat technology for those people.

    And considering the staff thing, live chat is actually help businesses to reduce staff time and cost as long as you do want to provide customer service or online sales. A live chat operator will be able to deal with several customers at the same time, unlike phone calls or even emails which require much more focus.

    Kevin Gao

    December 4, 2012

  • Those are insightful ideas. Even if you are just a solo-preneur, people are more likely to buy if you have an audio or video of yourself on the sales page, and I believe when someone asks a question it ought to be answered within just a few hours, if not the same hour. Not the same as chat, but it gives a person more confidence than if they have to wait 2 days for a response.

    Emily

    December 13, 2012

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