e-commerce communication breakdowns

Back in the days when I was working for the man, it’s fair to say I was a poor employee.

And it was always a struggle to get up in the morning…

But you want to know what job roles I hated the most?

It was the jobs where I had to constantly answer the phone and speak with customers. This was torture for me! In those days I can remember whenever the phone rang, I often waited as long as possible hoping that someone else would answer it instead.

The point being I’ve always had a dislike for phone conversations, and it’s rare I call anyone other than my parents or wife.

My preferred method of communication (as well as email) is a text message or live chat. Yes written text.

And it turns out many people feel the same way… especially if they don’t know the person the person they are speaking to.

So where am I going with this?

Well, when people are buying things online they often have fears, doubts and uncertainties… particularly if they’ve never bought from the store before.

And often they’ll have questions they’d like answered before they commit to a purchase.

Many couldn’t be bothered ringing up to ask, and if there’s no live chat available they’ll leave the site and look elsewhere.

And with there being so many options available for live chat nowadays (some of them even free), there’s no excuse to not have it on your site.

Want some stats to back this up?

Okay, you got it!

econsultancy.com reported that live chat has the highest satisfaction levels for any customer service channel, with 73%, compared with 61% for email and 44% for phone.

Bottom line, if you’re not using live chat… then at least give it a try and measure the amount of sales it has contributed to.

On the flip side, without it you’re missing out on a chance to nip objection and concerns in the bud immediately, and help lead more customers towards buying.

To discover more conversion boosting methods like this you can book in for a free website audit by clicking the link below.