In late August, Website Magazine reported on survey results from Harris Interactive and IMShopping which showed ecommerce consumers want the same customer assistance they receive at brick-and-mortar locations. One company that is assisting website professionals offer online customer assistance is SYKES. This company offers an ePersonal Advisor channel that offers customers human interaction on-site.
According to the company, advisors can invite customers into a conversation to answer questions about a particular product, or help them better understand a service offering. SYKES' agents are educated in many different platforms in order to provide your customers with accurate assistance. In addition, the company says that by offering client-specific programs, its agents get even more familiar with your company and industry.
As more consumers demand more personalized, instant interaction from their online experiences, more sites will need to offer these types of functionalities. And by offering these types of communication tools to your customers, you can increase your conversion rates tremendously.
What kinds of customer assistance do you provide your visitors?