Nikki Gilliland says, “Alongside traditional methods of customer service, many ecommerce brands are now turning to social media to solve user queries and concerns.

While this is an effective way of tapping into customer pain points, brands shouldn’t overlook the opportunities afforded by live chat.

In fact, 92% of customers feel satisfied when they use a live chat feature compared to other modes of communication. And with 55% of US adults also likely to abandon a site if they can’t find the answer to a question, live chat can be an effective key way of keeping customers happy and more likely to make a purchase.

Offering immediacy, one-to-one interaction and potentially resulting in greater levels of customer satisfaction – here are a few examples of online retailers utilising the technology.

ModCloth

ModCloth is well-known for its tone of voice, however it’s just as friendly when it comes to customer care. With its live chat functionality, consumers can chat one-to-one with staff – or a Modcloth ‘advocate’, as they’re also known”.

Seven retailers that use live chat to improve customer service

EConsultancy

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