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Whether it's shopping for clothing, books or even automobiles, scouring through all the information on the internet is what it's all about today. That is why online customer support has also become more significant than before. Given the fact that customers are technology savvy, these are the times when service economy needs to be stronger than ever. Research shows that 86% of customers stop doing business with a company if the customer service is bad, while 78 of online customers recommend the brand to peers after a good customer service experience. The fact of the matter is that if a company seeks to establish an enduring relationship with customers, it has to make sure that customers do not feel any bumps with their online shopping experience. However, integration of online support chat on a website lets companies assist the customers just like it takes place in a brick-and-mortar-store. Whether it's the questions about price, purchase process or weighing the pros and cons, live reps are always there to assist the customers 24/7. Given below are some of its benefits. A Responsive Design: Simply leading your customers to the FAQ section doesn't always work to their advantage. Though it is a good tactic to help them, but it might not always be practical. With online customer support, whenever a browser lands on a website, a live rep jumps in to help him. A chat box automatically opens up where customers can ask any kind of question and get the solution instantly. Easy Navigation: No customer would want to stay on a website long that is hard to navigate. Live chat support adds to the functionality of the website by providing customers proactive assistance. There is no way that a customer would run into a problem and not get out of it, live reps are always there to help them with dead-ends at every turn. Ubiquity: With online support chat, assistance is available to the customers worldwide. Live reps are present 24/7 to help the browsers throughout the shopping process, which also prevents browsers from bouncing off of a website. Tracking Component and Easy Optimization: After a customer makes a purchase, there is always some important latent information there in the whole process which can help companies delve deeper into their shopping behavior. This info provides an insight into their needs and makes it easier for the companies to uncover and overcome the areas causing dissatisfaction. The tracking component of online customer support and a careful study of chat transcripts make it easier to discern purchasers’ behavioral patterns and thus improving products and services accordingly.
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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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