Nveevo’s Blog

Its 4am and Esteban -an online visitor- is already in your e-commerce electronics website surfing and learning about your products and prices and apparently he is still not confident enough to make the move and buy the item on the shopping cart because he has several questions about certain product features for the item he selected. What options does he have as potential customer? The truly and sadly fact is to abandon the Shopping Cart…

Statistics indicate that more than 60 percent of online shoppers abscond before completing an online transaction.

What’s going on? Is the “Buy Now” button disable?

Starting with the obvious; Esteban has selected an item. It’s in the cart. But now he needs to log in and fill out interminable forms or confront required fields for seemingly irrelevant personal data. Esteban does not understand what the procedure is and there are no instructions on site and the customer service telephone number is for office hours only.

If the item Esteban is buying is an impulse buy, by the time he gets through this maze, he will ask himself if he really, really need this particular item. Doubt sinks in as Esteban is getting shopping cart remorse and at the same time smelled the toast burning and the coffee buzz waning.

The fact is that Internet businesses are spending huge chunks of money to get traffic to their site, and hopefully induce visitors to buy — only to find that a significant portion abandon their shopping carts before the purchasing process is completed.

The fact is that Marketing Sherpa in a survey conducted among 1,100 emarketers found that the trend of shopping cart abandonment remained very high in 2006 for a 59.8 percent.

The fact is that there is no single trigger for the abandoned shopping cart phenomenon. Rather, there seem to be several impacted causes — many of them obvious.

Basically if Esteban has already selected the product but then he had these features questions, these important, lingering questions that needed to be answered, there’s nothing in the FAQ, not much on the Features page, but he really needs these questions answered, all he needs is someone to talk to; he needs a customer service communications window where he can obtain answers.

Most ecommerce sites are now opening Live Chat windows to help customers like Esteban on their “Buy Now” mission and reduce their Shopping Cart Abandonment Rate.

Having a Live Chat button on site allows you to interact with your web site visitors, and helps improve your sales and customer service.

Initiating a Customer Care Chat it’s by far the most effective action to take. Esteban will get answers right away and the company gets a sale. The chat can be initiated by the Esteban by clicking on the online support icon, or by the website operator, after monitoring the visitor’s footsteps. From that point, the way to a satisfied customer is short.

Chat247 by Nveevo is 24 hours a day service for websites to communicate with their visitors with a live person in multiple languages…

Are your customers a click away from a live chat?

The other day my friend Mark, an American expatriate and I, having undergone my entire schooling in American schools, were talking about how everyone should speak English. It is so easy and most technological terms are en English not to mention that most business is conducted in English. We both agreed that aside from Mandarin (obviously, there are 1 billion people in China) English was the most widely spoken language. Hence you can imagine my surprise when I found out the Spanish was actually the most-spoken language after Mandarin!

Most English-speaking people, me included, tend to think that everyone should speak English and frown upon people who don’t. We expect to be spoken to in our language by just everyone and everywhere we go. But this being said, doesn’t everyone deserve to be addressed to in their own language? And even more so if they speak the most widely spoken language in the western hemisphere?

Therefore, when we talk either about customer service or expanding our business, one of the first things that we should think about is our Hispano-speaking customers given that they represent a huge part of the world market.

Having the ability to provide effective customer service in Spanish is becoming more and more a necessity for all businesses across the United States. The Hispanic population is one of the fastest growing sectors of the population and it is estimated that by 2030, “Hispanic-origin population would contribute to 45% of the Nation’s population growth.”

Another advantage of multilingual chat stems from the innate nature of the Internet. Although you might have office hours and a physical location, your business is open 24/7 and available globally. Therefore more people from different countries can reach our website and offering customer service in their language can give you the upper hand and having a multilingual chat-based customer service will do just that!

Live Web Chat 24/7 helps your company take full advantage of each visitor to your website by increasing sales, driving customer satisfaction and engaging your customers even when you’re not available. Created for businesses of every size, discover how Chat247 solutions can give your website the 24-hour presence necessary to conduct business in the 21st century.

Your company will now be able to provide the best in class customer service 24/7 in the language you choose to your site visitors just like Mike and I…

The way of doing business is no longer the same.

The number 1 priority right now is the way a company delivers its customer service and the experience their customers keep once the company takes care of their needs.

A step forward to accomplishing this task is to give your customers the tools needed within the same environment where you deliver your service. Let me explain a bit what I mean with this. If your business is a web-based one, why would you have YOUR customers use other means to get to you? Why not use the internet itself to service your customer needs?

This is why Hosting Companies, VoIP service providers, online stores and other web-based businesses are looking for Chat as their primary way of offering a viable and effective Customer Relationship Management. This method not only improves customer experience by offering immediate answers to your consumers but also significantly reduces your operating costs.

You’d say, well…my business has a website but I already have voice support. The reality is: Consumers today want choice. It is not sufficient to have voice service only during business hours. What if you could offer 24 hours service, 7 days a week by only paying a fraction of what an average customer pays you? Being there every time a customer needs you is vital for any business that takes care of their customers the right way.

Another point towards delivering an Exceptional Customer Experience is to listen to your customers. Effective feedback managing is a key to success when maintaining a happy customer is the goal. The problem is that paying a firm to do this for you may not be affordable enough for most businesses. At the end of every customer chat session you need to have the ability to measure customer satisfaction at no additional cost. If customers are not happy with the outcome, you can utilize this feature to have a supervisor or a manager correct the issue, rather than have your customer become bitter and go after the competition.

It is virtually impossible to compete with product features in the market today. What really differentiates your business out there is the quality of the customer experience delivered to your clients. Improve your customer experience and reduce your operating costs by adding Live Chat for your site 24/7 and start opening windows to your customers.

Traditional chat software is taking a back seat to 24/7 live chat support services.

Whether it’s for lead generation, customer service, or technical support, interactive models that integrate each phase of the online visitor encounter offer qualified leads and better customer satisfaction at a nominal price. Customer retention and loyalty alone are well worth the return on investment that next generation live chat customer service produces.

Outsourcing your live chat customer service converts more online traffic because it responds to visitors in the process of buying. It instills customer confidence when a live operator is able to offer assistance, resolve technical issues or respond to sales support questions. Market research shows that live chat customer service offers many benefits:

1. Improves the prospective customer experience
2. Establishes online consumer trust and confidence
3. Tracks and monitors visitor activity in real-time

Live chat customer service outsourcing offers satisfaction guaranteed because each customer communication is monitored, transcribed and reported in real time, which means that each business remains in close watch of their customer’s support, needs.

Learn more about 24/7 live chat operators for your customer service chat.