Live Chat Support Increases ROI through Personalization

There is no denying the fact that personalizing relationships with the customers leads to better customers experience and enhances loyalty, thus also directly affecting ROI. Same is true of online patrons. 52% of the digital marketers surveyed by E-consultancy and Adobe agree that the ability to personalize web content is fundamental to their online strategy. Therefore, companies cannot just go cavalier on designing a personalized experience for users. One incredibly easy and reliable way to do so is to integrate live chat support on website. With this software, companies can gain more insight into users' behavior and can serve them exactly in accordance with their choices and preferences.

So what good is personalization anyway? Well, research shows that offering customers personalized service based on their prior interactions could increase their conversion rate as much as 20%. Moreover, giving customer exactly what he needs leads to increased satisfaction and thus positive customer reviews. And it has been seen that 54% of the customers always either view ratings or consult peers before making a purchase. Therefore, personalization and positive word-of-mouth are incredibly correlated.

According to the same survey conducted by Econsultancy and Adobe, companies usually personalize customers' experience by utilizing information such as;

• Purchase history
• Browsing history
• On-site behavior
• Collection of personal data
• User preferences

The impact on ROI with respect to how it is measured is given below:

• 88% say that social graph personalization had the highest impact on ROI
• 77% say that personalization based on purchase history has the highest effect
• 70% make use of increased conversion rates to measure the effect of personalization on ROI

Therefore, when it comes to online retailing, a shift towards personalized service is all that's needed to turn things around, which means that retailers would have to concentrate more on customers' requirements and preferences individually.

With the integration of live chat support, companies can easily stack up against offline services. Help desk reps assist the browsers through the whole shopping experience just like they are attended to in a real-life store. The tracking component of the software allows reps to view browsers every activity on the website, which increases the odds of recommending just what they might be looking for. Moreover, for repeat customers, a study of previous chat transcripts and browsing history provides enough insight into buyers' purchasing patterns. Therefore, the idea of providing personalized services becomes quite practical with online help desk. With this software, the interactions become easier and much more welcoming than they really can be. Whether your aim is to sell more or to develop life-long relationships with customers, personalization is the key.

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