U.S. Live Chat Etiquette and the Importance of Outsourced Customer Service
“The United States’ e-Commerce market has been basking in the spotlight over the past year due to its fast-driving eCommerce sales momentum despite the COVID-19 pandemic and is about to reach a long-awaited-for trillion dollar milestone next year (2022); this means grand opportunities for global eCommerce sellers (i.e. eBay Sellers, Lazada Sellers, Shopee Sellers, Online e-Commerce Store Sellers, etcetera) that utilize live web chat with or without integrated conversational AI [artificial intelligence] to connect with U.S. eCommerce consumers since approximately 79% of all e-Commerce consumers prefer live chat due to its advantage in providing instant responses. To successfully take advantage of the e-Commerce sales benefits associated with the U.S.’ eCommerce market sales drive, it is vitally important that cross-border e-Commerce sellers understand how to properly provide exceptional customer service that upholds the standards of U.S. live chat etiquette. Callnovo Contact Center can help global eSellers to uphold these standards with effective outsourced customer service that builds mutual trust between sellers and their eCommerce customers, promoting strong customer service experiences that magnify e-Commerce sales opportunities, increase customer retention rates, and promote a strong competitive edge in the global e-Commerce market.”
The United States: An Unprecedented Opportunity for Cross-border eSellers
The United States of America’s eCommerce market — the second most profitable in the world — has been showing its resiliency and strong drive for sales success over the past year as a grand survivor despite the coronavirus pandemic; last year, the market successfully reached an eCommerce sales revenue benchmark of USD$ 432 billion dollars, contributing to a worldwide economic growth rate of 26%. Now — in the year of 2021 — that economic sales growth is expected to become even more significant as the United States is now on its way to reaching a surprising milestone never thought possible despite the worldly circumstances: a booming 1 trillion U.S. dollars in eCommerce sales by 2022 — tied specifically to U.S.-based eCommerce consumers alone; this milestone marks a grand opportunity for cross-border eSellers that utilize communication channels such as live web chat to augment their customer acquisition and customer retention rates since it has been reported that approximately 79% of all e-Commerce consumers prefer live chat due to its provision of instant responses and since approximately 63% of all eCommerce customers who receive excellent customer service (CS) via web chat are likely to return to the same eCommerce sites.
US Live Chat Etiquette
The Importance of Adhering to Web Chat Etiquette CS Standards
Global eSellers wanting to take this opportunity by the horns to provide exceptional customer service through live web chat that builds mutual trust between sellers and their U.S. consumers should vitally consider how to maximize on the provision of their customer service so that they can best build customer satisfaction experiences that motivate U.S. consumers to remain loyal to their eCommerce brands and to also influence eCommerce new customers to purchase eCommerce products from the same brands and possibly become loyal shoppers. To accomplish this, global eSellers selling within the United States should have a good understanding of U.S. live chat etiquette in order to successfully reach the majority of U.S. eCommerce customers through live chat and in-turn increase their e-Commerce sales, finding a strong brand loyalty that sustains sales success into the future and creates a secure competitive edge in the global eCommerce market.
A Look into Live Chat Etiquette Standards of Customer Service
As live chat has the highest customer satisfaction rate out of all multichannel communication and Telecom platforms (phone calls, SMS messaging, e-mail, live web chat with integrated conversational AI, social networking, etcetera) with a 92% satisfaction rate, and since it estimated that — in contrary — 1-in-3 eCommerce consumers completely break interactions with e-Commerce businesses due to bad experiences with a customer service team, it cannot be stressed enough that adhering to live web chat etiquette can turn an average eSeller into a highly trusted e-Commerce brand. Let’s take a detailed look at some U.S. live chat etiquette CS standards and best practices…
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