In 2016, global B2C e-commerce sales are expected to reach 1.92 trillion U.S. dollars. So it's only natural to assume that, in the current market situation, having an online presence, is key to any business. It creates broader acceptance and increase sales. Therefore, in a very competitive market, it is essential for businesses to invest time in knowing who their customers are. And this is where live video chat comes to play. There might be many way to get to know your customers, and live video chat is one approach that is increasingly causing a stir in the present market. "83% customers require some type of live support when making online transactions and nearly 74% of consumers rely on social media to guide their purchases." - Source Businesses have various communication tools to their disposal to help forward information to customers, including informative emails, information on the corporate website and FAQ’s. But live chat software not only offers a real-time solution in the form of an actual human communicating, but it also offers an on the spot solution to a specific problem, providing the best possible assistance any customer could hope for. In a survey conducted by Forrester, 44% of respondents said that having a live person answer their questions while they were in the middle of an online purchase was one of the most important features a website could offer. 63% of online shoppers said they were more likely to return to a website that offers live chat. Customers also need to feel special and at times need a helping hand. For every 100 potential customers, 67% will leave your online store without even purchasing anything. 65% of 1,000 consumers surveyed said they’ve cut ties with a brand over a single poor customer service experience and more than two-thirds of 2,000 consumers who encountered a customer service/customer experience issue on a brand’s website left the site or visited a competitor. “Curation and personalization will be a big part of e-commerce moving forward.” says Danny Rimer, Partner at Index Ventures. Having important up-to-date data on customers, like hobbies, and interests, can be a great assist to any customer service agent. It is also proven that a buyer will spend 60% more on purchases if they have access to a live chat facility on a website. Addressing a customer by his or her name within a chat, increases trust. 75% of consumers prefer it when brands personalize messaging and offers. 56% of consumers say they would be more inclined to use a retailer if it offered a good personalized experience. Adding a personalised experience to shopping could improve sales by 7.8%. With the rise of smart phones and mobile apps, consumers prefer to connect with brands while they're on the move. Audio or telephone conversation is something of the past. It's impersonal. However, with live video chat, customers and customer service agents can communicate via various video applications. 36% of customers would prefer to use video chat with customer support. Amazon added a Live Video chat button to its Kindle device. The MayDay button assists the customer through live video chat. The customer service agent guides and co-browse with the customer to direct them to the right page. Starwood Hotels Preferred Guest Program saw the tremendous positive response to the live chat module in assisting customers while booking their stay at the hotel. Major online apparel retailer Lands End experienced high appreciation from its customers for Live Video Chat help. In conclusion: statistics coupled with the importance of live chat proves that businesses should have live chat incorporated in their websites.
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