Outbound communication – for a better online customer support

In today’s world, proactive communication is considered as an important part of online customer service. It has been revealed in numerous research surveys that customers now demand a proactive communication channel on a website. Such a channel also increases conversion rates and boosts up sales.

Outbound or simply proactive communication is currently considered to be the best mode of customer service. This kind of communication involves the organization taking the initiative and reaching out to customers instead of waiting for them to come and communicate. The most prominent means of outbound communication used by organizations is live chat software. This real-time channel of communication, which is integrated on the website of the organization, is currently considered as the most effective tool of customer service.

Being proactive is not being pushy anymore

A decade ago outbound marketing was indeed annoying for the customers. Getting unnecessary calls and emails was infuriating, but now it is not – especially on the virtual medium of internet. That is the reason why a majority of organizations use the proactive chat mode. In a study conducted by Live Admins, a company providing live chat support service in UAE, when a chat invitation is sent to visitors, they appreciate the call rather than considering it pushy.

A proactive chat leads to more sales

In the same study by LiveAdmins, it was further revealed that companies, which used the proactive mode of communication, had a greater chance of generating higher sales and revenues. By comparing the success graph of small to large scale companies with proactive and passive chat, it was discovered that the former had greater sales. The study concluded that live chat support provides customer convenience. Another reason for that might be:

Proactive marketing increases product awareness

It was concluded in a recent study that interactive – outbound marketing is the best way to increase online sales. The reason for this is that it increases product awareness of the customers. If a customer doesn’t buy a product, he might suggest it to someone else or come back to buy it again. Since live chat is not considered annoying, operators can easily market a product at the end of a conversation.

Customers demand a proactive chat

Since live chat provides customers with convenience and is the fastest channel of communication, many visitors now demand its presence on a web store. But, more than that, they expect you to send a chat invitation yourself. In another research survey by LiveAdmins, most of the customers would rather avail proactive chat than to click on a passive chat option. It was also revealed that customers thought, the companies with proactive chat had a better online customer service.

Passive chats go unnoticed

70% of the customers will leave a website empty handed if they cannot find what they are looking for, even if you have a chat option. However, if during this time you invite them to chat they might end up buying what they wanted. This shows how unnoticed, the passive chat option is and how proactive chat can help in increasing conversion rates.

Gone are the days when outbound communication was considered annoying. As more and more customers are heading towards the online shopping, proactive communication is becoming an essential part of customer service.