Poor customer service spreads like wildfire. And with present-day technologies, that wildfire spreads speedier and on a larger scale. A rant from an unhappy customer could demolish a business in a snap. This is what LiveChat realizes in terms of ecommerce and customer satisfaction. And, where else to look for the spark before it could even begin a dominion of antagonists? A directory that has over 750 million contacts, popularly known as Facebook.
Carrying its real-time capabilities, LiveChat now explores a trailblazing web analytics strategy via integration of Facebook Connect—a bridge that will create a direct link between ecommerce companies and customers. LiveChat Chief Executive, Mariusz Cieply provided more details on the outline of the service:
“Whether consumers walk into a brick and mortar store or visit an online site, they appreciate personal and thoughtful assistance. With LiveChat, websites are now able to reach out to their visitors like never before. It’s no longer computer talking to computer, but a real person talking with a real person.”
He also noted the far-reaching effects to have Facebook as the room for such service saying, “If you look at Facebook as a large global phone book with 750+ million entries, companies who use LiveChat’s integration will know their website visitors by name and have access to all this additional data to support their sales and marketing activities.”
While web analytics is seemingly hot, LiveChat takes advantage of it to boost ecommerce ROI. Just weeks earlier, they launched a customer support tool for the iPad to equip website owners to monitor visits online and assist their customers. LiveChat may also capitalize on their “real-time as a service” feature, a trend people are digging into more and more these days.
This Facebook integration could also spell a positive reception for the social network with an increase in traffic—an avenue in which Google+ is beginning to falter. Facebook also recently teamed up with Skype to go deeper into their chatting parcel, introducing video chat to its millions of users.
Social media is becoming a make-or-break platform for customer service. With companies relying mostly on repeat business and strong word of mouth as an advertising scheme, LiveChat creates a venue for customers to easily reach out to enterprises or provider that they need support from. The representative who will be assisting you real-time will also have the ability to see your profile and make personalized recommendations based on the information at hand. Will this make you more comfortable or more apprehensive of real-time, web-based customer service?