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Looking at the map of the Kingdom of Saudi Arabia (KSA) conjures up images of a booming oil industry and religious pilgrimages. What it doesn’t evoke are images of a ripe e-commerce industry! According to a report entitled, “E-Commerce in Saudi Arabia: Driving the evolution, adaption and growth of e-commerce in the retail industry,” Saudi Arabia has immense e-commerce market opportunities. Alexandra de Kerros Boudkov Orloff (author of the study) expresses, “Saudi Arabia has the biggest retail market in the Gulf Cooperation Council (GCC), contributing to 17 percent of GDP.” Despite her optimism for the e-commerce sector, Orloff states there are many challenges e-retailers will have to overcome if they want to foster customer loyalty. Online support chat is a web-based tool that will resolve many of those challenges. Although Orloff stands behind her statement that “Saudi Arabia is ripe for e-commerce as long as brands build trust” there is no denying the kingdom’s prevailing mentality towards the Internet is that it is a tool to access information rather than an opportunity to purchase goods. While many regard shopping as socio-cultural habit that should be experienced face-to-face, online shopping has become popular amongst the under 35 year old customer segment. According to an E-Commerce Survey, “E-commerce Landscape in Saudi Arabia”, E-retailers can increase their clientele by providing customers with more product choices (55%), reliable payment options (52%) and foster trust in the website (42%). Online support chat can boost trust in the website by addressing customer service concerns and after-sales issues. Online customer support is a CRM application which is being used by e-commerce businesses in the GCC region as well as around the world. It is a cost-effective chat API which connects visitors to a knowledgeable customer service representative (CSR) through live chat. Given the time uncertainty while shopping online, visitors can receive customer support around the clock in English as well as in Arabic. They can also use this opportunity to resolve their queries regarding product inquiry, payment procedures, return and shipping policies. Online customer support also provides reliable after-sales support by fulfilling warranty claims, and asking for customer feedback.
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Online Support Chat, Online Customer Service, Online Customer Support, Online Customer Care, Live Chat Support, Help Desk,
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