E-commerce continues its upward trajectory. This year, online sales volume is expected to reach $ 82 billion in the UK alone, of which $ 16.4 billion will be recorded via mobile devices. In contrast, retailers are not yet aware of the need to offer a complete shopping experience to the customer, making all possible China Mobile Database means available to them. The LogMeIn study shows the effectiveness of live chats in online stores, highlighting the need to implement this useful contact channel also for mobile users. According to their data, only 12% of the 120 main online retailers in the United Kingdom offer online chat for mobile customers, just half of those do have this channel enabled for traditional computers.
LogmeIn believes that online stores that do not have this option could be losing a significant part of their sales. Specifically, they indicate that 25% of customers who access the store through their mobile devices would be more willing to buy if they could contact an assistant online.
In the words of Ross Haskell, Product Manager at LogMeIn “A website without chat is like a store without clerks.” When buying, in case of doubt, the customer is forced to contact the company, either by phone, by mail, or through social networks. Online chat is a fast and efficient way to solve any questions at the moment, without the need to wait for an answer, as is the case of the mail, or to pick up the phone and face the fearsome call waiting.
For its part, live chat is an agile and effective way, which can also motivate the client to convert on the spot. Qualities that lead 17% of customers to use this form of contact to address the company, thus surpassing social networks (7%). For its part, email continues to be the first resource used by customers (53%), followed by the traditional telephone call (23%).
Customers demand a quick and effective response, and they expect the company to always be there to help them, investing in all the necessary channels. Something that involves staff and the right tools.
The virtual assistant and smart chat also in Spain
Viclone , the pioneer Spanish company in the creation of virtual assistants , closed 2013 with an increase in its turnover of 120% and a monthly growth in its client portfolio of 20%. According to the President of Viclone Corp, Rudy Bianco, “2013 has been a great year, especially for our international expansion”. The company is already present on all continents and more than 530 companies throughout the world are Viclone clients.
The viClone virtual assistant is the most profitable customer service system in the world, with lower costs of 0.1 euros per customer served). It is available 24 hours a day, and in many languages. Customer service is immediate and personalized, getting satisfied customers, and thus increasing conversion and return on investment.
Currently, more than 23% of these clients are concentrated in the United States, where Viclone opened a new headquarters at the end of 2013. From the new facilities in Silicon Valley, the world’s center par Brother Cell Phone List excellence for technology companies, Viclone is starting new projects in collaboration with American companies in the ICT sector, including the development of a new generation of more advanced virtual assistants. Spain is also one of the main markets for Viclone. 23.5% of its clients are Spanish companies, and among them some stand out such as Movistar, Zyncro and the Generalitat de Catalunya. Also last year Viclone started its activity in other important international markets, such as Brazil, where it entered with a local partner. The company also has offices in Mexico and Hong Kong.