020 8798 3033

Tag Archives: customer experience

Improving customer experience through live chat

Humans are gregarious creatures. Everywhere there is pleasure, we are more than likely to frequent those places. This holds true for the business world also. It’s all about the experience. When customers feel good after dealing with your e-commerce platform, they will return there. This means that it needs to be more than conversion increase for you. You need to ask yourself some basic questions. Are customers buying from you because your product makes economic sense? Will they stay with you even if someone offered them the same services for less? Do new customers come back after a purchase? These are valid questions that need answers. Live chat can help you offer positive answers to these questions if the following guidelines are followed. Communicate genuineness and originality. Your live chat agents must be able to send a message of honesty and truthfulness to the customers. This helps earn their trust. When they trust the agent, they will trust the company. Honest communication involves talking about the limitations of the services the agent can offer them. When necessary, chats should be transferred to a more qualified representative without shame. People can easily detect a lie and first impressions last longer than […]
Read More

How do you generate more sales and improve the customer experience with cross-selling and upselling?

Upselling and cross-selling is the art and science of introducing better or additional products to customers they are interested in at that moment. Offline retailers have been doing this for decades (such as “Want fries with that?” at McDonalds). And there are a lot of benefits for both the customer and the retailer. In fact, according to a study by a Forrester analyst, product recommendations such as upsells and cross-sells are responsible for 10-30% of e-commerce sales. In this article, you will learn why product upsells and cross-sells are so important, what you should offer, and how to do it. Let’s begin.
Read More