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Progress of a business largely depends on the level of services it provides to its potential and prospective customers. The more efficient a business is in delivering great customer service the more likely it is to stay on the winning streak. To survive the race of tough marketing competition, every business today is trying to incorporate the latest techniques and tools to deliver the best customer support to make the most. This is the reason the live chat software has become the choice of most of the online retailers. This chat application has served as a remarkable customer service tool. Using support chat software on their e-commerce websites, the online retailers have been able to develop an easy communication with their customers which in-turn has earned them huge profits. The chat operators carry out text conversation with their potential and existing customers through a chat box window. Unlike the phone call assistance, the chat reps provide instant response to their customers' queries. This way, they not only save time but also the money. According to a market survey 40% of the customers agreed that improved interaction with service agent has enticed them to make a purchase with a company.
Thus providing, a more enhanced and personalized services to their customers through live chat software, vendors can win their customers' loyalty even in the face of steep marketing competition. As per market studies, finding new customer is 6-7 times more expensive than to keep the old one. The loyal customers will ultimately serve as brand advocate of an online business as report results have shown that78% of online buyers recommend a brand to their friends and acquaintances after having a great customer experience. Using live chat support, online retailers have been able to increase their customers' satisfaction by providing them 24/7 assistance. Using live chat software, on their website, the online retailers have been able to deliver a superior customer experience by providing quick, more personalized and real time assistance to their potential and existing buyers. Thus, an enhanced customers experience have rewarded entrepreneurs with loyalty, trust and satisfaction of their purchasers.
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