25 Chat Tips to Reassure and Nurture Your Customer

25 astuces de chat pour rassurer et nourrir vos clients en ligne

Live chat has been around for more than a decade, but only recently have companies discovered its profound effect on website conversion rates. Recent data shows that 52% of customers are more likely to repurchase from a company who offers live chat support.

Why does live chat make such a huge difference in conversion rates? It has been suggested that live chat is the only way to provide real human interaction during an online purchase. In other words, customers need questions answered and a sense of reassurance that can be provided only through live chat.

In the book, Rethinking the Sales Cycle, John Holland and Tim Young identify a sense of risk as being the most prominent emotion present in the final stages of the buying cycle. Unfortunately, it’s difficult to help customers through this stage when they see nothing more than a computer screen.

This is where the human element comes into play. Live chat allows your agents to help mitigate that sense of risk by providing reassurance and a sense of value in the product being purchased. The positive difference is undeniable.

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25 Customer Chat Tips to Reassure and Nurture Your Online Customers