In the world of online shopping, convenience is key. Customers today demand a seamless and hassle-free experience when browsing and purchasing products. One common issue we identified was that only logged-in users could initiate a chat with the seller on our platform. This restriction posed a significant barrier to non-logged-in users who, as it turns out, make up the majority of visitors to our sellers' mobile web and desktop pages. Any friction in the shopping journey can mean the difference between a successful sale and a lost opportunity. At Minis on Swiggy, we are constantly working towards enhancing the experience for both our sellers and customers. With this goal in mind, we are thrilled to announce the launch of a new feature: Guest Chat
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Introducing Guest Chat
This feature addition allows all visitors, whether logged in or not, to engage in direct communication with sellers. No more barriers, no more frustrations. Just seamless interaction to get answers to their queries, get recommendations, and make informed purchase decisions.
Guest Chat is designed to be user-friendly and intuitive. When a non-logged-in user visits a seller's page, they will now see a chat icon, inviting them to connect with the seller. With a simple click, they can start a conversation, ask questions, seek product recommendations, and make informed decisions—all without the hassle of logging in.
What are the benefits of utilizing the chat feature?
1. Enhanced Customer Engagement: Chat opens up a direct channel of communication between sellers and customers, allowing for real-time interaction. This engagement can be a game-changer in understanding customer needs and preferences.
2. Increased Sales: We've observed that customers who engage in chat have a 6x higher likelihood of creating a cart. Moreover, their chances of making a purchase skyrocket by 20x! This means more sales opportunities for you.
3. Build Trust and Loyalty: Being responsive and helpful in chats can significantly boost customer trust and loyalty. Customers are more likely to return to a seller who provides excellent service.
4. Gather Valuable Insights: Through chat conversations, you can gather valuable insights about customer preferences, complaints, and suggestions. This data can inform your business decisions and help you tailor your offerings to better suit your customers.
5. Convenience for All: With Chat now accessible to all visitors, you remove a major hurdle in the customer's journey. This means that even first-time visitors can easily connect with you, making their shopping experience seamless.
How to make the most of the Chat feature?
As a seller, you have the power to leverage this exciting new feature to boost your business. Here are some tips on how to get started:
1. Respond Promptly: Aim to respond to chat messages as quickly as possible. Prompt responses show that you value your customers' time and needs.
2. Share Relevant Information: Anticipate customer questions and be ready to provide information about your products, menu, pricing, and any ongoing promotions.
3. Stay Friendly and Humble: Maintain a friendly and helpful tone in your conversations. Remember, chat is a personal interaction, and being polite can go a long way in building customer relationships.
Key points for sellers to keep in mind
1. Differentiating between logged-in and guest users can be done by checking their icons, and guest users will have names like Guest_User_1, Guest_User_2, and so on.
2. It's important to note that customers, whether accessing the platform via mobile web or desktop, won't receive notifications for your messages if they navigate away from the page. To receive messages, customers need to stay on the chat page within their mobile or desktop web browser.
3. Additionally, please be aware that chat history will vanish for customers if they leave the mobile/desktop web page.
4. The guest chat for you will disappear in 30 days.
We encourage all sellers to embrace this feature, be proactive in their chats, and make the most of this exciting opportunity to connect with their customers. Together, we can create a more seamless and enjoyable shopping journey for everyone involved. Get ready to chat your way to success on Minis!
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