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Why Word-Of-Mouth Matters to Online Businesses

As more and more entrepreneurs convert their businesses from offline to online, it has become a serious challenge to stay ahead of the game. It is now necessary to think outside of the box to make your e-business superior to all of the rest. With the sheer motive of driving online sales, an intelligent move on the part of an entrepreneur would be to provide superior customer service. Good customer support accomplishes some promotions which price slashing alone cannot do. It brings in new customers!

Online support chat software accomplishes this foreseeable promise in many ways. A business can reap the benefits of customer service by influencing positive word of mouth. It is a well-known fact that family and friends are more influenced in purchasing a product on the recommendation of someone they know. They trust word-of-mouth over objective online reviews and product content available on a company’s website. In fact, the driving force of purchase decision lies in 54% Word-Of-Mouth, 47% information from a website, 42% email sent by a friend, and 31% online reviews.

By integrating support chat software on their website, e-businesses can tremendously influence what their customers have to say about the brand and its products. As businesses invest time and money into developing stronger relationships with their customers, the cost of customer acquisition will drop as positive word of mouth increases. With the aid of knowledgeable and courteous customer service representatives, customers receive assistance to product use and solutions to their important questions in real-time. It is a cost-effective tool that is easy to set up and even more easy to use! This valuable application provides e-retailers a three-fold advantage. Website greeting personnel are able to generate leads, make sales, and provide outstanding customer service.

With a variety of features available, e-businesses stand to benefit in every way. Real-time operators proactively provide live assistance as they follow a customer’s navigation on a website. Customers can also ask for live assistance with a click of the mouse. Online support chat software helps agents conduct surveys in real-time to gain customer insight. Another benefit of this software is that it allows chat agents to engage several customers at a time. By providing online support faster, they reduce a customer’s wait time.

Support chat software has changed the typical way companies interact with customers online. Online businesses can create a personalized experience by having a well-trained agent talking to the customer. Being able to communicate to a representative, customers feel their opinions and concerns are being valued. Their trusts and loyalty improve as they feel their voices matters. By leaving the website satisfied, they are bound to return to make a purchase. Happy customers will help the business grow by giving positive word-of- mouth to their peers.

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