Luxury customers have a lot of expectations. They want to buy from an online boutique that creates immersive experiences. Chat support software, web-based tool delivers personalized assistance through the aid of live chat technology. Operators help them discover your products and policies. |
How do you engage website visitors? Everyone has their own method and mine is to create immersive experiences. E-commerce websites come in many shapes and forms but I like those that are highly visual. Immersive web designs have various elements such as captivating pictures, melodic sounds, and inspiring videos. They work beautifully together to capture the attention of web browsers. Once a user enters an online store, they are submerged into an “immersive experience”. Such designs are used by top fashion brands and production houses. You too should create an online environment that will heighten user experience. Keep in mind visually effective websites cannot fare well without chat support software.
Before you give your online store a virtual face-lift, search for websites that feature the aforementioned immersive elements. You will discover many websites that extensively uses rich visual and sound elements cater to luxury customers. Many years ago, luxury retailers did not use e-commerce websites to sell their products. Jean-Noel Kapferer (author of The Luxury Strategy) believed high-priced products should not be sold online. In his wholehearted opinion, items that were sold through e-commerce websites ceased to be luxurious. Over the years, top brands have realized through the help of Forrester and Google that they should cater to customers that buy online. Studies reveal customers with high discretionary income are more likely to shop online than middle-income persons.
Gradually, more luxury brands entered the virtual marketplace to connect with online customers. They knew their first objective was to create a website that will recreate the boutique atmosphere. Uche Okonkwo (author of Luxury Online: Styles, Systems, and Strategies) explains, “Luxury goods are sensory in nature and their purchase requires a high aesthetical appreciation and the utilization of the human senses of vision, aural, and touch." Hence, e-tailers asked web designers to incorporate slide shows, three dimensional product views, and interactive Flash media on their websites. Other branding analysts emphasize the importance of using chat support software as it can mimic the services provided at an upscale boutique.
Live support chat software is an online CRM application that provides customers vital information through the powerful medium of live chat technology. Customer service representatives (CSRs) are appointed on a 24/7 basis to act at customers’ beck-and-call. They welcome guests upon arrival and analyze webpage duration, keyword searches and referral URL through a web analytic feature. Once operators find customers are in need of assistance, live support chat software enables them to send a chat invitation. Upon its acceptance, CSRs can engage customers in a one-on-one discussion so as to offer them meaningful solutions. Operators enhance user experience by navigating prospective customers around the website. They are also trained to answer questions pertaining to product features and shipping & return policies.
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