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Does Your Ecommerce Business Need Live Chat?

At the heart of every great ecommerce business, lies a fantastic customer service department. It doesn’t matter whether you offer incredible prices, innovative products or even a gorgeous website: if your customer service isn’t up to scratch, then you’ll develop an incredibly negative reputation. Of course, such a reputation can prove devastating to any business.

There’s just nothing more frustrating than poor customer service and confusing returns policies. Bad service loses the trust and loyalty of your customers, while you also run the risk of putting off a significant number of future customers. So, how exactly do you make sure that your customer service is as good as possible?

Well, you might want to think about implementing live chat…

Improved Convenience For Customers

In 2018, ecommerce is all about offering a positive user experience. Consumers want to be presented with a quick and simple solution to their query- regardless of whether they have a complaint or they’re browsing for a particular product.

Live chat improves this experience by offering a greater level of simplicity and convenience to the customer service process. Nowadays, customers don’t want the hassle of having to phone or even email your customer service department, but they also want you to provide a quick resolution. Live chat ticks all the boxes.

It’s all about building confidence in your brand. Customers need to know that the assistance is there if needed, which is why live chat could prove such an important part of your web design.

Lower Costs

The real beauty of live chat lies in the fact that its not only the most efficient method of customer service, it’s also one of the most cost-effective. Okay, so you’re still going to need to hire staff to actually man the live chat and respond to customers, but the costs of hosting live chat are much cheaper than, say, operating by phone.

When you combine the low costs with the high levels of customer satisfaction, live chat looks like a very inviting proposition indeed.

Strengthen Your Brand Image

At the end of the day, excellent customer service is all about strengthening your brand image and developing a certain level of trust with your users. As we previously said, poor customer service could come back to haunt your business, and your brand will develop a reputation for being untrustworthy and unlikeable.

In contrast, live chat gives you a fantastic foundation to communicate with your customers. It allows them to obtain the advice and assistance they need in the most convenient way possible, ensuring that your brand becomes regarded as a reputable, friendly business that people can get on board with.

Offering fantastic customer service is a great first step to ensuring you create a reputable ecommerce business, but you’ll also need to find the best Magento web design in Manchester to make sure your site is as effective as possible!


Want to see how we can help you? Get in touch.