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The trouble with online shopping is that many customers are disconnected from someone who can answer their questions in real time with precision.Rather than watching potential customers click away from their e-commerce sites, many businesses have been adding live chat support.Once customers are engaged with an employee who can understand their needs, the employee is in a perfect position to recommend additional purchases that may be the perfect fit for that particular person.A recent study by TELUS International found that many top retail businesses are not offering chat.

A further 25% of chatters made 51% to 75% of their purchases on the Web, versus just 10% of those who did not participate in the chat service.” If you aren’t convinced that live chat is for your business, check out this study conducted by Bold Chat.All these attitudes were even more prevalent among respondents who bought online at least weekly.” With employees spending less time on the phone, they can multi-task during chat conversations and cut the waiting queue to a fraction of its former size when compared to a call center.Not only is this a process improvement but it increases the chances of overall sales (which we’ll get into next! The general trend among users in marketing forums and on blogs is that live chat on a website can generally lead to improved sales numbers.If you want to gain an edge on the competition, live chat is a key feature that websites must have in order to be competitive and to hopefully rise to the top.In fact, live chat provides a simple way to connect with customers who spend a good deal of their money online.

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