96% of Americans shop online, a number that seems like anyone can jump into the market without worrying about failure because there are 16 million buyers they can conquer. For anyone who thinks this is easy, think again.
If there’s one good thing about e-commerce, it can handle an amount of visits that would be impossible in a brick and mortar store but, of all the potential customers entering an online store, only between 1 and 3% end up making a purchase. An e-commerce’s conversion is still very complicated because shoppers are doubtful and distrusting, which translates into their vanishing point.
Until now the online sales model has been governed by self-service. The customer has a whole catalog available to make a purchase that’s motivated by the store’s prices, refund policy, and shipping costs (free is best).
As such, no one is in charge of boosting sales or resolving customer questions, their only job is to stand out from the competition. If this wouldn’t be the case in a physical store, why would it be any different on the Internet?
We have to start being aware of how far customer service can influence an online shopping experience. If there is no customer service department there to help, customers might leave empty-handed. When there is an agent available to solve the problem, customers follow through with the purchase.
The customer service channels with the highest satisfaction levels in the US are livechat (73%), email (61%), and phone (44%). However, though customers that use livechat are satisfied, only 24% of businesses use it.
But what does this mean? If the agent isn’t there when the customer needs help, their frustration will take them to another e-commerce to make their purchases. However, if we respond on time and give them the right solutions, we will improve their experience, increase their intent to make a purchase, and boost customer loyalty.
According to our customers’ experience, likening the online experience to one in a physical store increases clients’ conversion because the agent guides them through the entire purchasing process. As such, the agent is able to reduce cart abandonment to 33% from the normal 55-80%. How can you achieve this and increase your conversion rate?
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