Interactive Communication Experiences
Moderating Online Meetings
For online meetings, almost all the rules that also apply to face-to-face meetings apply. But besides good preparation, structured execution and clear follow-up, other topics also play an important role. How do we deal with requests to speak? How can we also hold creative meetings online? How can we also establish social proximity and trust in online meetings? Regardless of the features of the respective online meeting tools and apps, this e-learning shows how online meetings can also be made productive.
Target group
Members of cross-locational and/or virtual teams; employees who are in contact with online meetings and/or moderate them themselves
Learning objectives
To understand the advantages and disadvantages of virtual meetings
To understand the specific challenges of virtual meetings
To prepare, plan and manage virtual meetings well
To learn the rules of verbal communication in virtual meetings
To use methods for visualization and interactive design
Internet Chat Solution Ecommerce live chat is typically a pop-up or small window on your ecommerce website that allows your business to be there when customers have even the smallest of questions. It’s an essential part of the ecommerce customer experience, and it can help your online shoppers feel more secure in their purchases.
Your customer support team monitors your live chat software to ensure they don’t miss a single question, concern, or even complaint from customers. It can be a great way to completely turn a shopping experience around.
Looking for a few more benefits of live chat for your ecommerce website? We’ve got five.
1. Live chat saves time for both your customers and your company
Some 73% of customers say that a company valuing their time is the most important part of good customer service. That’s right: It’s not about free shipping, easy returns, or even being nice — good customer service is about not wasting customers’ time.
Offering live chat support is the most effective way to respect your customers’ time. People don’t have to abandon their shopping experiences in search of answers or get on the phone or wait for someone to respond to an email.
Live chat saves your company time, too. It helps customer service representatives serve more than one customer at a time, making their work more efficient.
2. Live chat answers customer questions before they become hesitations
When a customer has a question and can’t find the answer right away, those questions can quickly turn into doubts, and they’re likely to hesitate before making a purchase.
Say a customer has a question about shipping costs, but there’s no place to get an answer on your website. The shopper might not feel confident that the shipping cost will be reasonable and may start to doubt if buying the product is worth it.
If I order an item today, when will it be delivered?
Can I get a special deal if I buy more than one item at a time?
Do you offer free samples?
Even if a team member answers an email query within a few hours, the customer has already lost momentum within the purchasing journey. It’ll take a lot more effort to get that shopper to return to your store than it would have if those questions could’ve been answered in real time.
Live chat gives customers an opportunity to get answers right away so they can keep shopping confidently.
3. Live chat keeps customer communications on brand
Embedding live chat right into your ecommerce website means the support experience is seamless for customers.
Other forms of service require customers to make a phone call or email your business from a separate “contact us” page, which takes them out of the careful customer experience you’ve designed through your website.
4. Live chat gives you valuable insights into your customers’ behaviors
With live chat, you can ask the customer for feedback right after you’ve solved their problem within the chat — which is easier for them than a follow-up phone call or email survey.
Plus, because it happens in real time, you’re capitalizing on the momentum of a solid interaction that just took place.
Additionally, live chat gives you access to analytics you wouldn’t have with phone or email support. You can track customer behaviors as they happen on your website. This includes insights about when visitors opt for chat, which reveals common points of friction within your site’s customer experience and user interface.
5. Live chat humanizes your ecommerce store
A friendly chat box offers instant support from a real person, which feels more like a traditional shopping experience than just having a phone number customers can call or an email address to contact.
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