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How To Build A Customer-Centric Web 2.0 Brand Using Live Chat As a Tool

Do you sell products that need after-sales service or are you a service provider who renders technical support services to your clients from time to time?

Running an unintegrated online business is enough to make a frustrated customer give up on you and click over to one of your competitors. Today's customers are irritated calling your ever busy customer care numbers and the risk of interminable waits amid canned music. The novelty of hearing repeated automatic assurances that "your call is very important to us" probably wore off about five minutes after it was first launched.

Moreover, assuming, you stand, lost and indecisive, in the middle of a shopping mall. Nine times out of ten you will be approached by a friendly store assistant who has noticed your obvious quandary, and who offers help in the hope of closing a sale. This customer experience can be transferred online, too, using live chat tools.

Business by nature itself is competitive and the battle to offer better customer service never ends. Companies strive hard to differentiate themselves from other in many ways like offering discount, better quality or better service. And best is to concentrate on customer service option which is financially sound and sensible. Installing live chat software can be the best option to gain competitive benefits. The ultimate aim of live chat system is usually to help retain customers and improve sales; both are beneficial to the company. Following are few reasons how website gain competitive benefits using live chat software.

Online Businesses have had several advantages with selling on the Web, however one disadvantage that constrained online merchants was their inability to approach customers as they're shopping and pitch them on the spot. With Live Chat solutions, that scenario has changed considerably as they not just provide chatting functions; they also include new surveillance capabilities that allow retailers to track (in real time) what pages a customer is visiting and what links they're clicking on. This facility is nearly a godsend to sellers that monitor potential clients with such ease now; it would put the FBI wiretap agents to shame.

Sellers can monitor buyer activity, duration on the pages, particular areas of interest etc, in such a way that it becomes obvious who is serious and who's not. Customers' confidence in purchasing online is growing by the day and the added advantage of Live Chat in reassuring the customer that they're dealing with another person is huge in closing more business. It would make intuitive sense: customers can ask questions before buying the same way they could in a brick and mortar store. No phone calls, no automated systems, no echoing silence from across the Internet.

On Time Service - Convenience is the keyword for customer shopping online and companies needs to be prepared to offer such comfort. Any person doing online purchase will look for help anytime he wants, that is like 27X7 service for the company. Individual person will have different kind of query which could be related to information or sale, and not every question your FAQ section will have an answer. Here, Live Chat is the only option that offers customer on time service 27*7.

Easy and Free - Live chat offers high level of convenience with quick service which other forms of communication do not offer. Today users do not have time to bother or reply about the email sent or reach the operator via a telephone, which keeps you in queue for longer time. Of course the process should be much easier, that is where a live help can be a savior. It offers service at a click of button and even the operator has a chance to offer proactive chat to the website visitors. On the other hand, live chat option is free for customer, which can just be the best when compared phone or message.

Quick Selling - Time is the major factor for a person shopping online. He will not wait long time typing and sending mails or submission an inquiry form regarding all his doubts. If you are ready to serve the customer on time with live chat you will see gigantic change in the number of sale. Once the customer is clear about his query he will shop instantly and that leads to quick selling for the company, which might not be possible for companies having telephone, email and forms as the way of communication with customers.

This is the best and most important factor to be considered if you are doing business online. When the customer has happy shopping experience online, he/she will definitely recommend your site to others. At the same time, you can get instant feedback over live chat about how was the experience shopping with your site. Even if the feedback is poor, you have a chance to improve on recommended particular area of the website. You cannot gain this competitive advantage if you don't have live chat software installed. Live chat system gives a feeling to visitors that your company is dedicated to customer service and business both simultaneously.

Danny Brooks Technologies as a foremost Live Chat service provider in Nigeria and throughout the African continent, seamlessly integrates into your existing website a custom designed, non-branded Live Chat button and Live Chat windows through which, your website visitors can enjoy consultative interactions with your customer care team while we also help them in saving their hard earned money from being wasted on long phone calls while trying to lodge their agonizing
complaints about your service delivery.

Our E-CRM comes powered with every tool you need to increase your customer-to-sales conversion rate. Backed with years of industry experience and comprehensive research, our live chat solution has been designed to provide scalability and ease of use. Using our application, businesses or contact centers can now provide multilingual services to any number of websites from any number of locations around the world.

Daniel Akintola is the Managing Director, Dannybrooks Technologies; a foremost online brand perception management company with a niche in Live Customer Support Chat Solution, Email Marketing, Search Engine Optimisation, Website Development, Mobile Marketing (sms & voice call) etc. Our office is situated at

36a, Toyin Street,

3rd Floor Stanbic IBTC Building,

Opposite White House Hotel,

Ikeja Lagos,Nigeria

E-MAIL: [mailto:ceo@dannybrookstechnologies.com]ceo@dannybrookstechnologies.com

URL: http://www.dannybrookstechnologies.com

PHONE NUMBER: +2348029819078

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