Currently, e-commerce websites opt for various telecommunication technologies to provide effective service to customers. Hotline services or email support services of e-commerce websites often create problems for customers. The live chat option is the trending technology, where the customers can communicate with the supplier right then and there regarding the size, color and quality of the product.

Instant messaging allows customers to make critical inquiries while purchasing a product or service. Ecommerce providers frequently report that scheduling live chat allows them to address the type of specific inquiries that aren’t normal enough to warrant an answer in an FAQ area but can have the effect of closing a deal. .

Through the instant messaging (IM) tool, users can make peer-to-peer HD video calls. HD video calls provide customers with a rich experience while making use of the support services of e-commerce companies. The benefits of live video chat on e-commerce websites for both customers and vendors include: Real-time, one-on-one customer support. Customer representatives can broadcast web screens to the customer, impart the website path, and direct them to the site page and products they are getting information about. Customers can see the item up close. Representatives can also assist customers with strategic inquiries on how to do something with an item. Create individual associations from social discussions and customer support. Make Internet shopping more competent and enjoyable.

How to use instant messaging:

By enabling the live video chat option on every page of the eCommerce site, customers can click on the video chat option to get instant and live support from the vendors. Here there will be options for one way or two way video chat, in one way video chat the customer does not need to have a camera. In a one way video chat, only the customer support executive’s video will be visible to the customer. Purchasing associates in particular can browse the website, give item suggestions, think about stock, display item quirks, and explore ideas about stock colors and examples.

Advantages of instant messaging for online shoppers:

The video chat option in web shopping revamps e-commerce destinations as it would make the website more trustworthy, increase the number of leads and reduce the number of product rejections. The following are the various benefits of live video support for customers:

• You can view the product
• Check product availability according to size and color
• Have a clear knowledge about the product by discussing with sellers
• Through live video chat, customers can have a personalized shopping experience as if it were a real physical purchase.
• Complaints or post sales support will be further improved as the customer can clearly show where the product is damaged or how the product is not working well.