https://sleekflow.io/blog/live-chat
Customer service is evolving alongside technology. Thanks to the internet, now the business is running round the clock and without geographical boundaries. You might base in Asia, but your customer on the other side of the world might just google your products or services out of your “office” hours.
When you enter a store, you expect that a salesperson will greet you, or at least you can find someone to help if you need it. Customers would not expect less when it comes to e-commerce stores. Who should be the 24-7 store manager? Live Chat can be your e-commerce store manager.
See more about Live Chat and e-commerce in our Shopify X Live Chat guide.
Of those who prefer live chat, 79% said they did so because they get their questions answered quickly, 51% did so because they could multi-task, and 46% agreed it was the most efficient communication method. - Econsultancy
WhatsApp Webchat/ Live chat widget is an online application you can easily install on your website to offer real-time customer support. Every brand wants to connect with its customers, and very often, a tremendous amount of marketing effort is worth reaching a single customer at the right moment. What about the moment when the customers want to find you? You can seize the opportunity with the Live Chat function. SleekFlow supports WhatsApp, WeChat, Line, Facebook Messenger, and Instagram message integration. Sounds right?
Just have a look at the lower right corner now. You can see the “chat with us” icon. That is our virtual store manager, who is ready to chat with you.
WhatsApp Webchat/ Live Chat is generally displayed as a widget located at the bottom right of a website. The interface is like a chatroom. Before the conversation starts, customers are often required to enter their credentials, e.g., names, emails, phone numbers, etc. That is paramount for the seamless integration between your CRM, social channels, and the Live Chat function. Also, customer support will know who they are speaking to. On some popular CRM integration platforms such as SleekFlow, the agent can retrieve the chat history or even the purchase history in a second. That enables a more tailor-made and fruitful conversation for your customers.
Installing a WhatsApp Webchat/ Live Chat function on your website is effective. Instead of opening a new tab and drafting an email, the customers can seek support while staying and browsing your website. Compared to emails, customers expect a shorter response time.
“Live chat has the highest satisfaction levels for any customer service channel, at 73%, compared with 61% for email and 44% for phone.” - Econsultancy
The popularity of WhatsApp Webchat/ Live Chat is increasing. You can randomly go to some websites, and sometimes you will be welcomed by a pop sound from the widget. Let me list out five things.
Live Chat can provide straightforward 24/7 support for your site visitors no matter when and where. It is not hard to imagine customers will have greater satisfaction when their inquiries can be answered right away.
It helps sales from lead acquisition to onboarding. Since they cannot see the physical products, customers need support when making an online purchase. That is the reason why they are more likely to convert on sites with Live Chat.
After the purchase, an order confirmation can be automatically generated on the Live Chat Chatroom. This allows more effortless follow-up for the customers.
Apparently, it takes a long time to draft an email reply. It might also involve lengthy back and forth. It needs more people to maintain a hotline call center. But Live Chat agents can manage multiple conversations simultaneously. Also, a chatroom environment allows short answers to address the customers’ issues quickly.