With the holidays fast approaching, consumers' credit cards are getting a work out, both in stores and online. But even the perfect gift might not be reason enough to deal with a frustrating buying experience.
According to a new infographic from Zendesk, 77% of online shoppers want to talk with a person before making a purchase, and over 50% said a lack of interaction prompted them to abandon their shopping. Salespeople in stores are well-coached to engage with customers, but how can a company inject that personal touch online?
Through live chat. The data shows that chat is more powerful than sales and service leaders might think. For instance, 94% of customers who were invited to chat with a company representative during their online shopping said they were satisfied with their experience. And happy customers are often repeat customers. Chat is also more instantaneous than calling support, allowing buyers to multitask and eliminating wait time. In other words, site visitors looking for help are hot (and inexpensive) leads.
Sales leaders, if your organization doesn't have a live chat option for online customers, you might want to have a chat with your head of service.