As customers can’t see or feel the products in digital shopping, they often ask many questions before buying them.
So, clearing their doubts and reaching out to them in real-time is essential for gaining trust. It is also an important aspect of an omnichannel strategy.
A report suggests that 82% of consumers say that faster response is important for sales inquiries. If a brand takes too long to respond, customers move on to another brand, and the sale is lost.
And not every customer asks questions on live chat or email. They also connect through the support desk, social media, or phone.
Therefore, businesses must deploy service software to unify their customers’ communication from different sources and deliver a seamless buying experience.