In the years preceding the digital boom, the phone was a primary communications platform for customer service. While individuals still very much value the ability to connect with a helpful service representative who can walk through order processing and troubleshoot problems over the phone, the immediacy afforded through the internet has created an increased emphasis on e-commerce websites.
And while this has allowed many businesses to cut down on personnel costs because many important services can be automated, conducting business online introduces a series of new challenges for business officials.
As Tara Hunt – a veteran of more than 30 startups and CEO of shopping referral service Buyosphere – mentions in a recent Inc.com article, there is no single user experience and different customers will be routed to a business' website for all kinds of different reasons. And when these different folks are navigating a site without assistance, it becomes hard for business officials to design an experience that will suit the complexities of their needs.
Luckily, for companies concerned with their ability to address this obstacle, a live virtual answering service that can be mobilized through an easy-to-use chat window can help bridge the online gap and provide customers with valuable guidance to find exactly what they're looking for.
Moreover, a virtual answering service can help their clients better understand their consumers online habits by relaying where customers expressed interest or concern, and what transaction ultimately transpired. As such, a virtual answering service can help business officials better appreciate where customers are coming from and why to provide an experience tailored for specific needs, likely driving more conversions.
Finally, because a business will only pay for time spent interacting with consumers and relaying valuable information, this option also proves far more cost-effective than having a full-time virtual secretary who will require compensation even when undertaking non-essential duties.