Live Chat Grows In Popularity 23

Live Chat Grows In Popularity -

The following article is a guest post.

When you spend time ordering goods on the Internet, you will notice that one of the calling cards for big box retailers is providing discounts in the form of rewards or just money saved in order to entice shoppers to order from their site. You will also see that the majority of ecommerce websites have implemented live chat on their store pages so that you can get instant and thoughtful service when ever you need it.

Here are some ways that live chat can help your ecommerce site forge ahead when it comes to sales and service:

Traditional Product Information Support:

It sounds straight-forward, but it can end up being costly to try and coordinate both the labor necessary to provide round-the-clock coverage as well maintain the software that your store is using.

For companies that would like to save time and money, there are several companies that offer ala carte or combined services for your ecommerce site. offers live chat services to both business and private customers. One way that they differentiate themselves for their competitors is that they offer software and an expert staff that is completely trained on your product line for a very reasonable price.

Cross-selling and Upgrading:

When you visit a website in order to look at products, you don’t always find exactly what you are looking for. Interacting with someone who knows all of the product options that are available can help you move forward with your purchase.

After a few ground-breaking studies a few years ago, it became generally accepted that the addition of live chat can help websites increase their conversion rate for online sales.

The question that remained was ‘how do you optimize your sales using live chat? For those that would like the answer to that question, talking to vendors of live chat like can help put some perspective on how to quantify or measure the efforts of the teams that you put into place for on your behalf.

There are techniques that can increase sales, like contacting customers that have just had a transaction fail on your ecommerce site immediately via live chat. When you do so, you normally convert sales for people who entered the wrong card number or got confused somewhere in the transaction.

In most cases, however, the capabilities of the vendor that you select are going to be a key factor in your success. If they can mold their support team to match your needs and entice them to perform, you should see revenue increase.

Implementing Promotions:

Many years ago, direct marketing really had no live element like live chat.

Using live chat, it is possible to have a team of people work with customers and an incentive program that is tailored to the products that they seem to be showing an interest in. Offering a special discounts can also be automated, with the live support team backing the initial offer

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The Five Elements of Flawless Customer Experience 6

The Five Elements of Flawless Customer Experience

Providing a flawless customer experience is the ultimate goal for any business.

There’s a lot that goes into creating a customer experience that keeps your clients coming back for more. In fact, there’s so much involved that it can almost seem overwhelming.

However, providing a flawless customer experience becomes much easier when you approach the task through these five distinct elements:

Ownership of Emotions
The Unexpected


When it comes to your customers’ satisfaction, time is essential. Think of how a great experience at a new restaurant quickly sours if you’re left waiting for your food to arrive. Think of how your excitement over a great department store sale turns into frustration as you stand in line for what seems like hours.

Time is your most valuable resource and it is up to you to make sure you’re using your customers’ time wisely.

This is why restaurants have comfortable waiting areas with drinks and appetizers, or why airports have lounges with restaurants, shops, and even bars.

If your customers are being forced to wait for a service, make them feel as if their time spent is not wasted. The more positive drivers you offer customers, the less likely they are to grow dissatisfied with their experience.

Think of how you can implement this in your own business. Are there places where you can help fill customers’ time? Are there places where technology can be used to cut down on the time it takes to complete a task? Remember, it’s the customers’ time that should be valued, not your own.


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You must understand what your customers want, when they want it, and how.

While this may seem daunting, getting a better understanding of your customers doesn’t take millions of dollars, complex data analytics, and a degree in psychology. Instead, all it takes is a simple look. Watch their process, engage with them, ask them questions, and listen to them.  

How are customers interacting with your product? What’s the first thing they do when they enter your store? What’s the last thing they do before they leave? How long are they spending in each department? Do you notice anything that hampers their experience?

Take a look at your competitors. How are your potential customers interacting with them? What does this business offer that you don’t or vice versa? What is your, as Harvard Business School professor Clayton M. Christensen says, “job to be done?” What are your customers hiring your product or service to accomplish? Understand why your users are turning to your products.

Ownership of Emotions

Many companies have already taken hold of their customers’ emotions, though cynically. Subliminal advertising is a key example. However, the ownership of emotions does not have to be cynical. When used correctly, it can be the “holy grail” for companies.

Owning emotions begins with the aforementioned ability to understand. When you truly understand a customer’s choices and then act to make the experience better, you’re building a relationship of trust. That trust is the foundation of emotional ownership.

One way to build this trust is to reduce the “emotional” noise that surrounds your customers. Let them know that, even on their worst day, your business or product is there for them and that it will be a constant in their lives.

Think of restaurants and the long wait times you have to endure when they’re busy. Think of how angry—or “hangry”—you feel as you stand around, waiting for your table, and listening to your stomach growl. However, think of how some restaurants are able to reduce that emotional noise by serving you finger foods and drinks as you wait.

Also, seek to understand what emotionally motivates your customers.

Why should they be motivated to visit your store or use your product? To feel confident? Free? Unique? Secure? Successful? Research shows that all human beings are motivated by one of those factors.

The Unexpected

Experiences become stronger and more memorable when they’re accompanied by an element of surprise. Surprise can be addictive, which will only keep your customers coming back for more.

Think about mailing your customers or clients small packages with gifts and swag. Everyone loves to get mail and everyone loves free stuff, especially when it’s least expected.

A surprise doesn’t have to be a huge flash mob (though it could be!). Hand out snacks at your store. Is it a cold day? Give your customers hot chocolate or warm punch. Is it a client’s birthday? Send a card! Even a small note of thanks for a customer’s business is a nice little surprise.

The most important thing to remember: simply be sincere and don’t become predictable. Chocolates on hotel pillows were once a great surprise for guests. However, now that their wow-factor has faded, hotels are continuously trying to get back to the “unexpected.”


You’ve made promises and established goals. The only thing that’s left is to follow through on them. This starts with creating your mission statement, one that you, your employees, and your customers can commit to it. This will define your customer experience.

Your mission statement must promise to impact yourself/your business, the community, or the world. It may commit to impacting one, or all three. However, whatever it promises, you must follow through on. Your customers’ trust, and thus their experience, depends on it.

More about these five elements can be discovered in Unforgettable: Designing Customer Experiences that Stick, to be published in 2018.

Kyle H. David has made a career in technology and entrepreneurship for nearly 20 years. In 2001, he formed The Kyle David Group, now KDG. Over the past 16 years, KDG has grown at a rapid pace, attracting clients ranging from the United States Senate to major financial institutions, international nonprofits, and Division I universities.