The transition to eCommerce has transformed the shopping experience. Whether people are looking to purchase electronics or other consumer goods, they expect to complete the entire transaction online.
When shoppers have questions about an online retailer’s products, they need an easy way to contact a representative. Live web chat enables agents to speak with consumers in their preferred mode of communication, right at the point of purchase. When you implement a website sales chat feature, you can improve your sales conversion rate, build customer loyalty, and alleviate friction at key points in the sales funnel.
Quiq is a business messaging customer engagement platform that helps eCommerce companies conduct productive conversations and get more sales for their online businesses. Learn more below about how companies use Quiq to improve the online shopping experience.
Have Personal Conversations That Engage Customers
Shopping online is convenient, but it can also feel impersonal. Live web chats enable online retailers to create a personal connection with each individual shopper. A customer engagement platform like Quiq enables agents to respond to customers in real-time, ensuring shoppers can get their questions answered at a moment’s notice. When consumers feel that a company’s employees truly care about their needs, they are more likely to make a purchase.
Sell and Troubleshoot Proactively
When shopping online, some consumers may navigate away from your website rather than ask for clarification or assistance. A website sales chat feature cannot increase sales or engagement if people don’t use it. With customer engagement software, representatives have the ability to start conversations proactively, prompting customers to engage even if they normally aren’t accustomed to. Live chat gives agents the ability to address purchasing issues and product-based questions before customers abandon their cart or leave the website altogether.
Integrate Conversations Across Channels
Today, people want to engage with eCommerce companies through the channels that are most convenient for them. To convert leads who prefer to communicate through both text and web chat, businesses need to integrate cross-channel conversations. This enables agents to not only respond to messages consistently and efficiently as customers switch devices, this also creates a seamless customer service experience for the customer by adapting to their preferences.
Use Chatbots to Achieve 24/7 Coverage
Today’s consumers shop at all times of the day, including after normal business hours. A customer engagement platform with integrated chatbots empowers eCommerce companies to serve consumers and increase sales around the clock. Allow chatbots to handle simple inquiries after-hours or reduce service volume for agents so they can focus on answering queries with the highest conversion potential.
Boost Sales With Quiq’s Conversational Customer Engagement Platform
Quiq’s robust customer engagement platform is packed with features to help eCommerce businesses boost sales and engage with shoppers more effectively. For consumers, Quiq’s software makes interacting with customer service simple and enjoyable. Behind the scenes, the software allows employees to:
- Simultaneously engage with multiple customers across multiple channels
- Preview what customers are typing to provide answers more quickly
- View previous conversations to ensure the highest level of customer satisfaction
- Work alongside bots to streamline customer service conversations
To discover how Quiq’s live chat software will increase online sales for your eCommerce business, request a demo today.
