Reaching out to organisations across web chat and social media is becoming a common part of the average customer’s shopping experience. It can be a lucrutive sales channel as they may have specific questions about a product, would like more information about delivery, or have other queries that can ultimately lead to an order.
Here are 4 reasons Web Chat and Social Media Payments are important for your organisation:
1) Meet Expectations & Improve Customer Satisfaction
In today’s technology driven era, consumers are increasingly more demanding, expecting reliable solutions and excellent customer service. Payments across web chat and social media channels fulfils their expectations as a quick and simple method. Additionally, it will increase customer loyalty and have a positive effect on your reputation.
2) Drastically Shorter Payment Process
If you’re able to complete the process during a web chat or social media engagement, there’s no reason to direct customers to an alternative payment channel. By gathering information from the conversation, agents have the ability to generate a direct link that customers can follow, allowing them to quickly and conveniently complete the transaction. No need for them to call a payment phone number, or re-input their order details, saving time for both the customer and organisation.
3) Increased Sales Opportunities
Organisations often face obstacles that deter the buyer from completing an order or going ahead with a transaction. Web chat is one method of reducing these risks and retaining sales. Studies show that 73% of customers find live chat to be the most satisfying way of communicating with a business, increasing the amount of convenience surrounding web chat, only improves their satisfaction.
Take a look here to see how web chat helped one well known Airline increase their sales via web chat: Virgin Soars on Customer Service Via Live Chat
4) Competitive Advantage with Convenient Payments
Meeting customer expectations with convenient and secure payment options over web chat and social media gives any business a competitive advantage. According to an Oracle survey, 80% of businesses are already planning to start using live chat in some way or another in 2020.
Want to Know More About Web Chat and Social Media Payments?
Key IVR’s secure platform allows businesses to take payments securely through a variety of engagement channels, including web chat and social media, without the need to change providers. Payments are secure to PCI-DSS Level 1 and sensitive information is never passed through an organisation’s systems.