Good customer service is always consistent customer service. This week we have prepared a few tips from live help to customer retention. Read on:
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According to a recent study by Pew Internet & American Life Project, 91% of Americans use email, 81% research online, 68% make travel reservations online, and 32% read online blogs. In addition, an estimated 71% of all U.S. adults use online outlets to shop. With such a large portion of society represented on the Internet, why isn’t more attention given to the online shopping experience itself? While the vast majority of businesses have embraced the idea of having an online presence, the bulk of them have yet to embrace the idea of actively engaging their online visitors. This is simply unacceptable.
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It’s that time of year again. The Internet Retailer Convention & Exhibition (IRCE) is coming to San Diego and we’re going! Every year, IRCE gives e-retailers an opportunity to show off their latest products, services, systems, and brands. With department heads and corporate chiefs from companies of all sizes and industries in attendance, it’s no wonder over 7,000 people show up every June. While Velaro’s current list of clients is already quite impressive, we are always happy to spread the word about our award-winning software.
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The American Express Global Customer Service Barometer reported last year that 61% of American consumers say superior customer service is 'more important than ever'. It’s also important to consider that your reputation is always on display via social media, PPC advertising and a bevvy of consumer opinion sites. It is becoming more important than ever that online businesses embrace effective tactics to make their customers feel loved. Here are a few practical tips to keep your business centered on your customers where it belongs.
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Recently, I was chatting with one of my colleagues at Velaro about how live chat software helps reduce shopping cart abandonments. One of the most effective features live chat offers to reduce abandonments is called co-browsing which enables an agent to browse along with a visitor, viewing the screen just as the visitor sees it. With cobrowsing software, your agents can ensure that your visitors have the help they need to successfully navigate your site and complete their purchases.
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We recently blogged about how website live chat beats the in-store shopping experience. Obviously, we feel passionately about this since we’ve been a pioneer in the live chat software industry for over a decade. This topic is getting written on and researched more and more though, and we thought we’d also share some news from Deloitte LLP indicating that consumers are getting increasingly disillusioned with the in-store shopping experience.
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Among the myriad ways live help improves your ability to interact with your customer base, here are two very simple features that give you insights into your customer needs and how effectively you are serving them.
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When it comes to your website, live chat gives you an important opportunity to communicate with your customers. Internet Retailer recently reported results from chain retailers indicating that online sales outpaced in-store sales growth in 2010. No surprise there, right? With growth in online sales (and growth in online competition), retailers are looking to live chat to ensure a successful customer experience. A positive live chat interaction is just as important as greeting customers in a storefront – and can be just as effective.
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A recent study reported by Website Magazine found that up to 40% of online shoppers engaging in live chat converted into a sale or became a lead. Website Magazine went on further to report that e-tailers with live chat implemented on their sites experience conversion rates up to 15 times higher. Though this data may surprise some, it’s certainly not surprising to live chat software veterans. Here are three ways to make your conversion rates soar with live chat:
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Your customer service policies are only as good as the live help agents who support them. Keep your click-to-chat conversions polite with these etiquette tips, and your website visitors will keep coming back for more of your great products, exceptional services, and outstanding customer service.
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