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Role of Live Chat in E-Commerce Businesses

E-Commerce business is on rise during the pandemic. More and more people are opting to shop on online as compared to retail stores because of the current scenarios. Seeing the current situation, this doesn’t seem to be slowing down any time soon. With increasing competition in the industry, customer support can be a key differentiating factor for businesses.

Customers appreciate faster responses and quick resolution. Providing great customer support can lead to a successful and long-lasting e-commerce business. E-commerce live chat customer support is one of the most important ways to provide the best customer support to your clients. Let’s have a look at some of the key benefits of live chat support for your business.

The live chat experience of your customer on your website can make or break your customer’s trust in your business. E-commerce live chat support is one of the most powerful tools for your business which can be a leading factor in driving ecommerce sales and conversions.

Here are some of the key ways in which e-commerce live chat support can help your business.

Support Multiple Customers at a Time

One of the key benefits of e-commerce live chat support is that you can handle multiple customers at a time. This wouldn’t have been possible on a phone call to connect with multiple customers at the same time. This improves efficiency and can lead to more sales and conversions.

Less Waiting Time

Phone support usually gets a delayed response as there can be queued calls for a customer support agent. With live chat support, this waiting time can be avoided as it provides instant response to your customers. Faster chat response time can improve your customer experience and help you to build a strong relationship with your clients.


Lower Costs and Higher Gains

Reducing the dependency on phone support and leveraging the benefits of live chat support can reduce your operational costs considerably. With the ability to handle multiple customers at a time, it boosts efficiency leading to more sales and conversions. This in turn will boost your company’s revenues even further.

Boosts Your Business Reliability

E-commerce live chat support enables customers to instantly interact with agents and get the queries solved within a quick time. This enhances customer satisfaction which leads to building trust for your business and reliability in the long run.

Drive More Sales & Conversions

Live chat allows website owners to easily monitor each website visitor and provide them with the required services instantly. Live chat can also be integrated with other third-party tools and technologies and analyze the website visitors’ browsing patterns most effectively.

Chat Greetings

Chat greetings are one of the most important features of the live chat support system and can act like a store assistant greeting its customers when they come into a store. Chat greetings help to initiate a conversation with the customer and eventually lead them to buy your products on the website.

About ZRG

Founded in 1994, ZRG International is an ICT solutions company with a major focus on customer interaction technologies and solutions. We offer experience and innovation to help businesses manage customer relationship and achieve higher customer satisfaction and increased profitability.

ZRG has a proven track record of introducing innovations and exciting new possibilities in the customer communication areas. Our line of solutions cover all aspects of customer communication including customer contact center, CRM application suite, quality assurance suite, call center management tools, self-service automation tools, campaign management and teleconferencing. Our solutions are deployed at mission critical contact centers that are being used to provide information, assistance and services to millions of users each day through live agent and self-service based applications.

ZRG has an experienced and knowledgeable team capable of quickly designing and adding tailor-made features in our solutions for site-specific requirements. By using open standards systems, specifications and protocols, we ensure maximum flexibility and future growth of our solutions. We use innovative techniques to deliver latest features and integration capabilities in a most cost-effective manner. Our deployment team has successfully completed all our projects well before the deadlines.

Every day, on every project, we deliver value through our accumulated technical knowledge and project management skills. Our expertise delivers immediate benefits to our clients with cost and time savings. Our solution delivers increased operational efficiency and staff productivity to our valued clients. This is what we do. We deliver beyond expectations.

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