Live Web Chat: The Extreme Importance and Key Benefits within the U.S. and Europe
By: Callnovo Contact Center
Tags: Live Web Chat, Live Chat, Call Center, Customer Service, Callnovo

live web chat with conversational AI

Over the past five years, live web chat — also known simply as live chat — has been increasingly becoming a mainstream and essential communication tool throughout the United States and Europe by which global consumers get in contact with eCommerce sellers (i.e. Amazon Sellers, Shopify Sellers, eBay Sellers, Lazada Sellers, Shopee Sellers, Online Stores, etcetera) for remote customer service and technical support solutions; live chat happens to provide many key benefits to startups, small, medium, and large businesses and corporations and should be implemented to maximize on the provision of high-quality customer experiences that increase customer retention rates and that create strong brand loyalty, bringing steady short-term growth and long-term success to businesses and corporations on a global level.

Sales consumers for the past 5-to-10 years have been steadily evolving in the way that they connect with e-Commerce sellers (i.e. Amazon Sellers, Shopify Sellers, eBay Sellers, Lazada Sellers, Shopee Sellers, Online Stores, etcetera) for pre-sales / post-sales customer care and tech support solutions; due to the advancement of the Internet and mobile technology and the standardization of the Worldwide Web (WWW), new communication and telecom channels have been strengthening the sales connection between startups, small, medium, and large businesses and corporations and their consumers, solidifying their sales relationships with their eCommerce customers and providing unlimited access to prospective consumers on a global level. For outsourcing businesses and corporations such as cross-border e-Commerce sellers, international large Belt and Road (B&R) enterprises, etcetera — and especially for self-built offshore e-Commerce businesses and corporations, live web chat — also known simply as live chat — is silently becoming an extremely powerful pre-sales and after-sales customer service communication tool amongst other communication and telecom channels such as SMS messaging, phone calls, e-mail, or social media; though many cross-border eCommerce businesses and corporations that have evolved from traditional foreign trade companies still use e-mail as their main customer care communication method, the new generation of e-Commerce sellers have been rapidly discovering the high sales efficiency brought by high-quality customer service and have begun to adopt tollfree 1–800 customer service calling in countries around the world in addition to live chat as a means of serving global consumers 24/7 in real-time.

Live web chat — a platform that is usually embedded into official brand websites through a string of software code that brings up small pop-up customer service communication windows on brands’ websites in the form of conversational AI chat bots, human services, or a mixture of both — is not just another communication platform in addition to the rest; live chat is becoming a viable standard in and of itself for global consumers and provides a plethora of benefits that other communication platforms simply cannot afford — especially in the United States and in Europe alone. Even though the traditional toll-free 1–800 telephone service is still essential, about 20% of consumers in Europe and in the United States said that they hardly use telephone communication to contact brands — whether it be pre-sales consultation or post-sales service — and are more accustomed to direct online communication, SMS texting, or e-mail according to a survey by our very own Callnovo Contact Center’s American and European Marketing Department; at the end of this year, European and U.S. consumers who insist that brand companies must have telephone contact options available will still account for 31% of all consumers; however, the proportion of consumers who prefer to use live chat to communicate with brands has already reached as high as 38% and is rapidly growing.

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