Online customers feel dispirited when they have no one to answer their queries in real time during online shopping. Though, it has become the biggest trouble with online shopping but rather seeing potential customers rejecting their e-commerce websites, erudite entrepreneurs have started adding live chat support to their website. Most of the business experts are of the opinion that live chat should be an integral part of your online business, marketing strategy and customer service plan. However, a question arises that what software to use and what are going to be its advantages.

1. Why Live Chat must be an integral part of
customer service plan in 2014?
Online customers feel dispirited when they have no one to answer their queries in real time
during online shopping. Though, it has become the biggest trouble with online shopping but
rather seeing potential customers rejecting their e-commerce websites, erudite entrepreneurs
have started adding live chat support to their website. Most of the business experts are of the
opinion that live chat should be an integral part of your online business, marketing strategy and
customer service plan. However, a question arises that what software to use and what are going
to be its advantages.
Be Sure About Your Business Goals
Before choosing live chat software or support on your website, be sure about the goals and
purpose of adding live chat to your website. Whether you want to increase your conversion rate,
increase your average order value, increase your sales volume, reduce communication channels
cost or you just want to be in touch with your customers 24/7, 365 days a year. You may want to
achieve multiple benefits from live chat solution. Instantaneous availability delivers all these
benefits to the e-commerce businesses. Above all, keeping your customers happy and contented
is the top benefit that you must keep in view while adding live chat to your website, as it is
essential not just to gain competitive advantage over your competitors but also to keep business
moving successfully.
What do Your Customers Want?
For every business, customers are different in terms of numbers and types since they all vary
from each other in their demands and expectations. To make customers happy, every
entrepreneur must be fully aware of what his potential customers want.. Understanding what
your customers want is simple but you need to make constant improvements in online business
processes and website designs to keep them connected to your business to fulfill their needs. It is
essential because online customers always have various options to pick products from. They are
well-informed and know exactly what they are looking for. They heavily rely on online reviews
before making a purchase so switching to an alternative is never an issue for them.
To keep their customers engaged, entrepreneurs need to incorporate new strategies and improve
their customer service plan time to time. Most of the online customers now expect quick and
immediate response to their inquiries from website representatives. Why? It helps them
conveying their concerns to the businesses and getting solutions on immediate basis, helps them
collecting complete information and get assistance from e-store representative to close a deal.
Live chat support and software are no more an innovation for businesses but have become
serious business sales and support tools. Entrepreneurs can handle multiple visitors
simultaneously and track live visitors on their websites. However, here a question arises that how
can you surge sales, bring more sales and satisfy your customers? You need to deploy
experienced and knowledgeable live chat support operators to make the most out of this tool and
service.

2. Prepare your Live Chat Operators
You need to prepare your live chat agents to efficiently and effectively deal with all kinds of
customers. They must understand your business processes and have complete knowledge about
your products, services and offers so that they can promptly answer to any question, customers
ask. Live chat support can significantly spike your sales volume but all you need to do is to use it
correctly. Make sure that live chat operators are fully equipped with business knowledge and can
anticipate customers’ needs.
Be Available to Your Customers
Be sociable and be friendly with your customers but do not heavily rely on canned messages
(messages that you can create, save and use in response to customers’ general questions).
Another important point is to be available to your customers whenever they need you. 24/7
online operator availability feature is surely helpful to get maximum numbers of customers.
These few points will definitely help you think why you must include live chat software or live
chat support in your customer service plan in 2014.