Timing
If your timing is off, you lose the sale or you lose the customer. Timing is everything when it comes to offering a stellar customer experience from start to finish. Whether it’s a customer support ticket or a website visitor’s sales question, your response needs to be delivered as fast as possible. You don’t want to keep your customer waiting! Your customer service representatives and sales representatives need to prioritize answering your customers’ questions quickly, and this is where live chat comes in. While traditional customer service concerns might have been addressed over a help phone call, modern consumers have much higher expectations of ecommerce stores and are tired of waiting on a support line for minutes or hours on end. And when a website visitor has a quick question about one of your products, you’ll want to answer in the exact moment before or during their purchase decision! Live chat helps you meet and even exceed consumer expectations by getting your timing right.
