Dedicated Customer Support App: Benefits for Your Business

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On September 4, 2022

The Role of Online Chat in E-Commerce & Customer Trust

One of the most common and effective ways to explain products and services, and drive conversions, is by using online chat support . Customers who are somewhat familiar with your offerings often turn to live chat to finalize their decisions. In these moments, your online support agent should ask a few short, targeted questions to understand the user’s needs and recommend the best product or service.

At ITUNIFY , we help businesses implement live chat tools that:

Improve customer satisfaction.
Increase conversion rates.
Build brand authority through real-time engagement.

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What Is an Online Chat Software?

Online chat software enables businesses to interact instantly with website visitors. Depending on the quality of the tool and the support team behind it, this system can offer various features like:

Real-time messaging.
Visitor tracking (e.g., which pages they’re browsing).
Canned responses for faster replies.
Integration with CRM tools for follow-ups.

These platforms collect valuable insights about visitor behavior and provide reports to help managers improve engagement strategies and customer experience.

Top Benefits of Live Chat Support

Feature	Business Impact
Fast Access	Instant answers reduce bounce rate and increase trust.
Online Interaction	Enables 24/7 communication even when you’re offline.
Quick Response Time	Resolving doubts in real-time increases purchase likelihood.
Customer Engagement	Keeps users on-site longer and encourages impulse buying.
Brand Authority	Builds credibility with visible, professional support.

Best Online Chat Tools for Iranian Businesses

Tool	Features	Why We Recommend It
Intercom	AI chatbots, automation, ticketing	Best for enterprise-level stores with global reach.
Crisp	Multi-channel support, visitor analytics	Lightweight, budget-friendly, and ideal for SMEs.
Telegram Bot Integration	Custom bots for FAQs and order updates	Popular in Iran; works well with local audiences.
Tawk.to	Free live chat widget, mobile app	Great for startups and small businesses.

We recommend Crisp as a top choice for Iranian entrepreneurs due to its ease of use, affordability, and powerful features like visitor tracking and multi-device compatibility.

Why Online Chat Matters for Your Business

The internet offers countless ways to present your products—videos, images, articles—but not all customers feel confident enough to make a purchase based solely on content. This is where real-time support comes in:

Builds trust : Users feel reassured knowing a real person is available to help.
Increases sales : By guiding users toward the right product, agents can reduce hesitation and close deals faster.
Improves retention : Personalized support makes users more likely to return.
Boosts SEO : Higher engagement and lower bounce rates improve Google rankings.

Key Features of Online Chat Systems for Stores & Companies

Real-Time User Engagement
- Keep users on-site and guide them through product selections.
- Example: A car parts store explains brake pad compatibility via live chat.
Trust Building
- Clear, fast communication builds confidence in purchases.
- Display SSL certificates and e-Namad compliance during chats.
Instant Q&A
- Answer questions about pricing, shipping, returns, or product details in seconds.
Sales Enablement
- Use chat to upsell or cross-sell relevant products based on browsing history.
Brand Credibility
- A professional chat interface improves how users perceive your business.

Comparative Analysis: Dedicated Live Chat vs. WhatsApp

Feature	Dedicated Live Chat (Crisp, Intercom)	WhatsApp-Based Support
Platform Compatibility	Works on websites, mobile apps, desktop	Requires both parties to have WhatsApp installed
Email Capture Option	Optional email field during chat	No built-in email capture
Chat History Retention	Messages stored securely in dashboard	Chats saved unless deleted manually
Scalability	Easily integrates with CRM, marketing tools	Limited scalability without API
Multi-Channel Support	Can combine with email, SMS, social media	Standalone — no integrated support channels
Professionalism	Branded interface and automated workflows	Informal but trusted among Iranian users
User Identification	Track IP, device, and session data	Phone number-based only

Strategic Value of Live Chat in E-Commerce

Use Case	Impact
Product Selection Help	Reduces decision fatigue and increases average order value.
Post-Purchase Follow-Up	Boosts loyalty with“Thank you!”messages and feedback requests.
FAQ Resolution	Saves time by reducing repetitive inquiries.
Cart Abandonment Recovery	Agents can remind users of incomplete checkouts.
Lead Generation	Collect emails or phone numbers for retargeting.

How ITUNIFY Enhances Live Chat Performance

With 5 years of experience and 400+ successful projects , ITUNIFY ensures your chat system:

Reduces bounce rates by answering queries before users leave.
Converts visitors into buyers via trained, responsive agents.
Builds brand reputation through consistent, professional tone.

We integrate chat tools with Google Analytics , ZarinPal , and SMS platforms to ensure seamless user experiences—from product inquiry to checkout.

Example Workflow: Automotive Parts Store in Sabzevar

Scenario : A user visits a brake pads store but is unsure which model fits their Peugeot 206.
Solution :

Crisp chatbot pops up: “Looking for compatible brake pads?”
Agent asks short questions to identify vehicle model and usage.
Recommends product and links directly to item page.
Sends SMS confirmation once order is placed.

Result :

40% higher product views-to-sales ratio.
30% fewer abandoned carts.

Get Started with ITUNIFY Today

Ready to boost conversions with a smart live chat strategy?
✅ Request a free consultation
✅ Explore our portfolio
✅ Get a custom quote

Contact Us :
📧 info@itunify.ir
📱 WhatsApp: +98 912 4905798
📍 Asman Building, 2nd Floor, Mottahari St., Sabzevar, Iran

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