When it comes to your customer service, consider the following mantra: Always Be Customer-Driven.
The American Express Global Customer Service Barometer reported last year that 61% of American consumers say superior customer service is ‘more important than ever’.
It’s also important to consider that your reputation is always on display via social media, PPC advertising and a bevvy of consumer opinion sites. It is becoming more important than ever that online businesses embrace effective tactics to make their customers feel loved. Here are a few practical tips to keep your business centered on your customers where it belongs:
- Maintain quality records for your customers and reference those records whenever possible to offer better assistance. Maybe you like to recommend products to your customers based on past purchases or you want to offer them a loyalty coupon for a specific item. Keeping thorough and up-to-date records on your customers is critical to building repeat business. When selecting a client relationship management (CRM) system, make sure that you can access it from all touchpoints in your business (email, help desk, live chat, etc.). Likewise, make sure to select service providers that enable you to hook up to your CRM.
- Keep a checklist of resources, like standard answers to frequently asked questions, handy for customers in need of assistance. If will save your staff time and bring consistency to your messaging and brand.
- Be accessible to your customers. This one may seem obvious, but it’s always worthwhile to evaluate how well your customers are able to reach you. You probably have a website, a phone number and an email address, but how are you leveraging social media? Are your customers able to reach you for assistance via live help? Can they get contact info from your ads (or better yet, contact you right from your ads)?
When it comes to your customer service, consider the following mantra: Always Be Customer-Driven. By taking steps like those outlined above, your customers will always be at the heart of your business – and they will know it!
One of the most effective features live chat offers to reduce abandonments is called co-browsing which enables an agent to browse along with a visitor, viewing the screen just as the visitor sees it
Recently, I was chatting with one of my colleagues at Velaro about how live chat software helps reduce shopping cart abandonments.
One of the most effective features live chat offers to reduce abandonments is called co-browsing which enables an agent to browse along with a visitor, viewing the screen just as the visitor sees it. With cobrowsing software, your agents can ensure that your visitors have the help they need to successfully navigate your site and complete their purchases.
Picture this: Tom needs a new tennis racquet. He lost his old one to a devastating tragedy in which he ran over it with his car by mistake. It has been a few years since the last time he bought one, and he knows that – like most things these days – there are tons of new options and considerations to make when selecting the perfect tennis racquet. So Tom goes to Google, searches for “tennis racquets” and lands on your site moments later. Once there, his suspicions are confirmed. There are, indeed, tons of choices for him to make. While he is pondering where to begin, a proactive chat invitation pops up asking if he would like help selecting a tennis racquet. Tom accepts the invitation and soon engages in a conversation with one of your agents.
After building rapport with Tom by giving some good opening advice, the agent then asks Tom if it would be okay to start a co-browsing session to better assist him in his quest. By viewing the site together, Tom is able to show the agent exactly what he is looking at and continue dialoguing about what his needs are. The agent points Tom in the right direction and before long is also helping him fill out the shopping cart form, completing the transaction. Once finished, Tom is highly pleased by the whole experience.
With the help of live chat and cobrowsing, Tom’s seemingly daunting task of finding a new tennis racquet to replace his beloved match-winner has become a surprisingly delightful and personalized shopping experience. Tom will continue returning to your site and will also tell his tennis buddies about how great it was to buy a racquet from your website.
When implemented effectively on your site, the personal interaction that click-to-chat brings can very keenly promote customer loyalty and strengthen your brand.
We recently blogged about how website live chat beats the in-store shopping experience.
Obviously, we feel passionately about this since we’ve been a pioneer in the live chat software industry for over a decade. This topic is getting written on and researched more and more though, and we thought we’d also share some news from Deloitte LLP indicating that consumers are getting increasingly disillusioned with the in-store shopping experience.
Deloitte released findings from a recent survey concluding that 54% of consumers believe there are fewer sales people to assist them in brick-and-mortar stores and about a third of respondents (32%) said that stores are running out of stock more frequently.
It seems like there may be an important gap here to bridge.
While consumers still shop in retail stores, the customer experience is deteriorating significantly. As more purchasing power moves online, there is a major opportunity to get ahead of the curve by equipping your customers with the tools they need to replicate the familiarity of the in-store shopping experience and humanize online buying. Adding click-to-chat as a feature to greet and interact with your website visitors does just that by connecting people to other people, like connecting customers and potential customers to sales, support and other professional staff at your website.
When implemented effectively on your site, the personal interaction that click-to-chat brings can very keenly promote customer loyalty and strengthen your brand. This gives you a competitive advantage and keeps your customers coming back time and again.