5 Customer Service Rules You Should Never Break

Good customer service is always consistent customer service. This week we have prepared a few tips from live help to customer retention.

Good customer service is always consistent customer service. This week we have prepared a few tips from live help to customer retention. Read on:

  1. Get to know your customers! Whether you own a store or run a web site for your business, it’s imperative to become familiar with your customers. They have made the effort to consider your business so the least you can do is return the favor. Though customer interaction may be more familiar in person, online interaction is increasingly important these days. Velaro’s live chat software, for example, provides an easy path to personal, online communication. Such a small addition to your website could lead to significant increases in conversion rates.
  2. Let your customers get to know you. Reputation is everything in the business world. While an official web site should still serve as your business’ main hub, it never hurts to show off the human side of your company. With the availability of social media outlets such as Twitter and Facebook, it’s important to diversify your online presence. People buy from other people. Are you relatable enough?
  3. Why is your business special? If your company offers something that no other competitor does, you’re already winning the race. Don’t be afraid to highlight such a difference. We live in a world where businesses have to break through the clutter in order to survive. Speak confidently and stand behind your product or service. Customers are usually more than happy to hear why you can offer them more than a competitor.
  4. Setting Expectations. Don’t make promises unless you can realistically deliver on those promises. In fact, under-promise then over-deliver. There’s nothing worse than falling short of expectations. A classic example of this principle is commonly related in Business 101. It’s the age-old story of the carpet installation company. The estimator “accidentally” forget to include the hallway or stairs in their estimate. The big day comes, and the installers point out the estimators “mistake” indicating that they will throw in the hallway or closet for free. Research over time found that this made customer satisfaction levels go through the roof! Find a component of your business that you can really wow folks on by over-delivering.
  5. Don’t let them slip away. It’s a lot easier, and cheaper, to keep an existing customer than it is to attract new business. Every now and then you will find a customer making a suspicious claim about your product or service. Just give them the benefit of the doubt. You’re not trying to win an argument you’re trying to foster a profitable customer relationship. If they react to your response in a reasonable manner, consider throwing in something extra as a sign of good faith.

Actively Engage Your Visitors with Live Chat

Why not give your online visitors the benefits of a personal face-to-face conversation with none of the inconveniences characteristic of the traditional shopping experience? It’s about time businesses perfected the art of online customer management.

According to a recent study by Pew Internet & American Life Project, 91% of Americans use email, 81% research online, 68% make travel reservations online, and 32% read online blogs.

In addition, an estimated 71% of all U.S. adults use online outlets to shop. With such a large portion of society represented on the Internet, why isn’t more attention given to the online shopping experience itself? While the vast majority of businesses have embraced the idea of having an online presence, the bulk of them have yet to embrace the idea of actively engaging their online visitors. This is simply unacceptable.

While the Internet has given users an alternative medium for shopping, it seems as if the essential principles of successful customer management have largely failed to follow suit. This is very disheartening. If you were to walk into a specialty clothing store, you would probably expect some type of employee acknowledgement within the first couple of minutes. If no attention were given, you might feel very offended by their passiveness. Why should things be any different online? While one could argue that online shopping gives customers the ability to escape any “may I help you?” inquiries from overzealous sales assistants, users in a live chat conversation are only one “no thank you” click away from avoiding such encounters. In addition, those who do want the efficient, real-time assistance of live chat software have access to such a service from the convenience of their own home.

It’s no surprise that online shopping continues to become more and more popular. Its convenience is unparalleled. With such a promising future, however, businesses should do everything in their power to appease their online customer base. Fortunately, the live chat industry addresses this need in full. Why not give your online visitors the benefits of a personal face-to-face conversation with none of the inconveniences characteristic of the traditional shopping experience? It’s about time businesses perfected the art of online customer management.

Heading to Irce to Tell Our Story

It’s that time of year again. The Internet Retailer Convention & Exhibition (IRCE) is coming to San Diego and we’re going!

It’s that time of year again. The Internet Retailer Convention & Exhibition (IRCE) is coming to San Diego and we’re going!

Every year, IRCE gives e-retailers an opportunity to show off their latest products, services, systems, and brands. With department heads and corporate chiefs from companies of all sizes and industries in attendance, it’s no wonder over 7,000 people show up every June. While Velaro’s current list of clients is already quite impressive, we are always happy to spread the word about our award-winning software.

This year’s exhibition will feature our recently added integrations to our live chat software. Topping the list are Microsoft Dynamics CRM and Get Satisfaction. When paired with Velaro, these two platforms revolutionize the online customer experience. While Microsoft CRM gives businesses the ability to track and generate real-time leads, Get Satisfaction provides users with a personalized technical support platform capable of answering any and all questions. We can’t wait to show attendees just how well these new integrations complement our software.

Anyone in the San Diego area from June 14th to the 17th is encouraged to stop by and say hello! Check us out on Twitter and Facebook for pertinent, day-of information.