• Industry Insights
  • Unlocking Customer Insights: A Guide to Common Questions in Business Live Chat | Greechat

    Most Common Questions Customers Ask From A Business Live Chat

    Image by Mikhail Nilov from Pexels

    There are a lot of questions customers can ask when buying something from your website or just navigating it. Some companies have the answers available on their websites, while others require you to contact them by email. The best way to manage all these questions is by having a business live chat software at your disposal.

    Here are some of the most common questions that customers ask from a business live chat:

    Do you have a return and exchange policy?

    A return and exchange policy is important because it allows customers to feel confident in their purchases. It also gives you the opportunity to improve customer satisfaction, which can help with retention rates. If you don’t have a return and exchange policy, now is the time to create one.

    If you already have a return and exchange policy in place, make sure that it’s easy for customers to understand and use – and always be prepared for questions about what your return policies are!

    How do I place an order?

    This is an important question to address as it could be the difference between your customer buying your products, availing of your services, or exiting instead to buy from a competitor. Make sure your live chat agents understand how customers can place an order on your website so they can pass the same information to your clients.

    How do I cancel an order?

    Companies typically have a fixed process for order cancellation, so it’s easy to pass on this information to inquiring customers. Having a live chat tool on your website allows you to save time and serve more customers simultaneously, as you can resolve tickets or issues faster than when customers have to make a phone call or send an email for simple questions such as this.

    Do you offer discounts or other offers for loyal customers?

    Loyalty programs are a great way to keep your customers coming back. Giving discounts to loyal customers is a great way to encourage them to be repeat buyers and make sure they feel like they’re getting something special when they shop with you. You can let your customers know of any ongoing promotions you have on your website through your livechat system.

    This way, you can inform more customers at the same time, allowing you to get better chances at converting visits into actual sales.

    Why is my order cancelled/delayed?

    Customers often want to know what’s taking their order too long to be delivered to their location or why it’s entirely cancelled. It can take a lot of time and effort to have your customer email your representatives just to get information on their orders. A business live chat can answer such queries within seconds so your customer can continue browsing your website while you can serve more customers in the meantime.

    It also makes your customer feel important and that you care about their concerns as compared to having to wait for days just to get a reply via email. 

    Why are certain products out of stock while others aren’t?

    High-demand products can sell out fast, and customers who were unable to get a hold of them will likely ask when the next restock is if there is one. It’s too much of a hassle for people to queue for a phone call just to ask a question that can be answered within a few seconds. Live chats can save the day as they can let your customers know the answers to their questions right away.

    Will you introduce new products in the future?

    If a customer was impressed by the products they previously bought from you, chances are they’ll ask what else you have to offer them. A live chat is a great way to engage your customers and keep them updated with your latest releases. Not only will this increase customer satisfaction, but it can also increase your chances of making a sale, especially since you’re engaging with a repeat customer.

    Because customers interested in your products know when you’ll be releasing the next batch, you can increase your chances of making actual sales on your next product launches.

    Customers can ask a range of questions; having a live chat available can make a difference.

    Your customers can have a lot of questions about your products and services. Live chat is a way for you to answer those questions and build loyalty with your customer base. You can use live chat to understand your customers better, identify problems before they become big issues, and even help increase conversion rates.

    Live chat is an excellent solution for businesses that want great customer service but don’t want to pay extra costs for things like phone calls or staff members who would be able to field these questions. It’s also ideal because it allows you to keep track of how many people are using the live chat feature, which helps you determine how many customers are asking questions related specifically to it. 

    This will let you know whether or not this feature is worth investing in further by seeing how many users there really are using it frequently enough so that their needs can be adequately met. Outsourcing your live chat service is a great idea; you don’t have to house your team in your limited office space, and you don’t have to disrupt your workforce with their current workload as well.