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There is no doubt that today technology is more influential than it has ever been. From finding information to making transactions and communicating, people profoundly rely on the internet and mobile. However, the fact that online trade largely entails anonymity, uncertainty and potential opportunism makes it deterring for the customers to transact. The fact that it entails one-to-many communication style, that is somewhat unidirectional, makes purchasers mere passive recipient of information or messages. And since shopping in a virtual world is less tactile, since one cannot touch or try the products, there slips in the dubiety, so consumers are often hesitant to seal the deal. Only good service supported by customer analytics is the best way to meet their expectations and, thus, building trust. If a customer invariably receives good service, it would eventually lead to trusting beliefs. Dramatically reshaping the customer service realm, online support chat is a very helpful tool that holds legitimate promise in creating trust by establishing a two-way, personalized and interactive servicescape. Before jumping to the factors that make online customer support helpful, let’s go through the elements that make virtual transactions unreliable in the first place. Whenever going for a purchase online, shoppers’ credibility is largely affected by • The feedback of reputation • Brand and its presentation i.e. the quality of information • A stable online service system • Easy navigation of website i.e. user friendliness • No errors • Security/privacy i.e. Secure and reliable process • Transparency • Providing fulfilling experience and possessing the ability to satisfy customers’ needs • The capability of the company to perform its stated function These are the core determinants of online credibility. Online support chat enhances the accessibility and usability and ultimately, the credibility of a website. With the company reps available 24/7 on a website to converse in real-time on any problem, it becomes very easy to trust the online retailer. Besides the availability of demographic variables of the website through the tracking component of this software allows thorough understanding of the factors that influence consumers' perception. Therefore, while making a purchase or even a repeat purchase, a comprehensive understanding on what’s trending with the users adds to efficiency and reliability. Moreover, it is far more cost-efficient and instantaneous to navigate the website and make a purchase with the availability of chat reps than through telephone or email. There is no chance of coming across dead phone lines or waiting for the reply that often arrives after 24 hours in email. Company reps are available just a click away and customers can seek solutions, fix appointments etc. For the consumers, trust is mainly based on the belief that the brand is competent, consistent, transparent and responsible, and online customer support fulfills all these prerequisites.
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Online Support Chat, Online Customer Service, Online Customer Support, Online Customer Care, Live Chat Support,
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