Currently, e-commerce websites opt for various telecommunications technologies to provide effective service to customers. Hotline services or email support services of e-commerce websites often create problems for customers. The live chat option is the trending technology, where customers can communicate with the supplier right then and there regarding the size, color and quality of the product.
Instant Messaging allows customers to make critical inquiries while purchasing a product or service. E-commerce vendors frequently report that live chat scheduling allows them to address the kind of specific queries that aren’t normal enough to warrant a response in an FAQ area but can have the effect of closing a deal. .
Through the instant messaging (IM) tool, users can make point-to-point HD video calls. HD video calls provide customers with a rich experience when availing the support services of e-commerce companies. The benefits of live video chat on e-commerce websites for both customers and vendors include: Real-time, one-on-one customer support. Customer representatives can broadcast web screens to the customer, imparting the path of the website and directing them to the page of the site and the products about which they obtain information. Customers can see the item up close. Reps can also help customers with strategy queries on how to do something with an item. Create individual associations from social discussions and customer support. Make Internet shopping more competent and enjoyable.
How to use instant messaging:
By enabling the live video chat option on each page of the eCommerce site, customers can click the video chat option to get instant, live support from vendors. Here there will be options for one way or two way video chat, in one way video chat the client does not need to have a camera. In a one way video chat, only the video of the customer service executive will be visible to the customer. Purchasing associates in particular can browse the website, give item suggestions, think about stock, display item quirks, and browse ideas about stock colors and examples.
Advantages of instant messaging for online shoppers:
The option of video chat in web shopping renews the e-commerce destinations as it would make the web page more trustworthy, improve the number of potential customers and reduce the number of product rejections. The following are the various benefits of live video support for customers:
• You can view the product
• Check product availability according to size and color
• Have a clear understanding of the product by discussing with vendors
• Through live video chat, customers can have the personalized shopping experience as if it were an actual physical purchase.
• Complaints or after sales support will be further improved as the customer can clearly show where the product is damaged or how the product is not working well.