Artificial Intelligence (AI) now subverts our imagination of the world. Chat robot and and machine learning are not going away anytime soon. AI allows marketers to anticipate future probable patterns of their customers based on collected data.
When live chat was first becoming popular, it made so much sense to me. There’s a lot of power in being able to interact directly with customers in real-time on a homepage or landing page. It also helps you build personal connections with your customers. If customers can reach you directly for a personalized response, they’ll automatically be biased toward you.
Online chat may address as well point-to-point communications as well as multicast communications from one sender to many receivers. Interest in customer service chat for use on e-commerce websites has grown significantly in recent years. It is viewed as a cost-effective way to reduce purchasing risk through increasing social interaction, responsiveness to consumer questions, and personalization of the shopping experience.
According to CRM.com, in customer relationship management (CRM), customer service chat (CSC) is an Internet service that allows the user to communicate in real time with a customer service agent by using an instant messaging (IM) application that’s built into the company’s Web site. CSC is often part of a “blended media” approach to contact center management, where customer service agents use multimedia routing technology to interact with customers by telephone, fax, e-mail, and chat. In retail e-commerce, chat is promoted as being a cost- effective way to add personalization and social interaction to the online shopping experience as well as being a way to provide immediate responses to customer questions.
In this era of increased customer expectations, lengthy delays in email communications are becoming unacceptable. Many clients are hesitant to complete a purchase if they have even one unanswered question. Live support chat gives your customers answers to their questions on the spot in real-time, which increases customers’ satisfaction level. Live chat fosters confidence in customers. If clients see a live chat button on your site, they will feel reassured that they will have easy access to a live person, even after the sale had been made.