Tips For Improving Overall Customer Satisfaction With Online Customer Service

Most of us think we’re great at serving our customers and we can all think of a few anecdotes that illustrate how much our clients love us. But are you simply doing what is expected of you or are you truly great?

Most of us think we’re great at serving our customers and we can all think of a few anecdotes that illustrate how much our clients love us. But are you simply doing what is expected of you or are you truly great?

Today, it’s easy for consumers to identify, and move to, substitutes for your product and services when they feel that they can get better value and service elsewhere. As a result, customer expectations are expanding while tolerance for poor performance is shrinking.

What sets apart an organization that is loved by their clients from your average run-of-the-mill company is the organization’s ability to handle problems and turn a bad situation into a positive branding opportunity.
This involves ensuring that you are consistently exceeding client expectations and turning your clients into advocates for your product and services. If you can take an unhappy client and transform them into a loyal advocate before they go to a competitor then you have the potential to be a great organization. To help, consider some to the tips below for responding to and resolving customer issues to improve overall customer satisfaction:

  • Provide your customer with a variety of interaction mediums:

    Some of your clients may prefer to get on the phone, some are ok with email, and a growing number prefer live chat. With live chat your client will get instant interaction and clear and concise communication – if your staff is properly trained and equipped. Instant interaction with clear and concise communication is the perfect combination for someone in need of assistance.

 

  • Know your customer:

    To best serve your clients you need to understand them. This includes knowing what purchases they’ve made from you and any issues they may have had previously. You must have this information at your fingertips when you engage with your client to serve them properly. With Velaro, our seamless integration with a variety of CRM systems makes this effortless. You can access and update CRM records directly from your customer service agent’s live chat window.

  • Strive to continuously learn and improve:

    The best organizations understand that every interaction and every customer service agent isn’t perfect. Therefore ongoing training and refinement of processes and procedures are critical. With Velaro online customer servcie chat, management can monitor chats that are in-progress and chat transcripts can be saved and automatically added to a customer record for later review.

Cultivating customer advocates that will spread the word about your company’s products and services requires exceptional customer service and support. It’s crucial that you have the right tools and expertise to facilitate this level of service and support and online customer service chat is one of the right tools you must include in the mix.

5 Ways To Make Your Customer Service Online Chat More Effective

With business owners and sales teams alike looking for the next big idea to transform the way they do business online, many have turned to both sales and customer service online chat.

customer service online chat effectivenessWith business owners and sales teams alike looking for the next big idea to transform the way they do business online, many have turned to both sales and customer service online chat.

With more and more consumers turning to the web, live chat can be a vital tool in any business arsenal, providing immediate results on bottom line due to efficiency and consumer satisfaction.

However, what you may not know is that you might not be getting the absolute most out of your customer service online chat software. With a few simple practices put into place, your live chat platform can become even more effective.

Here are five ways to make your customer service online chat more effective:

  1. Consider Using Inside Sales Staff

    Many companies will simply use customer service representatives to man their live chat efforts. However, consider the effects of using an inside sales staff to do the job.

    Sales staff are not only well versed in product or service offerings, but also have the experience needed to lead more customers towards sales, effectively increasing upselling opportunities.

  2. Provide Customers With a Transcript

    Providing transcripts for customer reference can greatly effect both the customer satisfaction rate and the efficiency of your efforts. This is especially effective when providing detailed technical support or step by step instructions.

 

  1. Use Premade Messages

    Premade messages provide two crucial benefits to your customer service online chat offering. The first of which is the fact that for frequently asked questions, your live chat representatives have quick responses at their disposal, and won’t need to spend extra time crafting them individually.

    The other benefit is to ensure brand messaging and consistency. By providing a consistent message to frequent questions, consumers are getting the same information no matter the circumstances.

  2. Use Targeted Proactive Chats

    Proactive chat, either manual or automatically generated can both answer consumer questions in real time, and ultimately have an increased effect on conversion rate.

    Based on what portion of the site a visitor is viewing, or specific product they are researching, proactive chat messaging can give users the answers and reassurance they need to purchase.

  3. Collect Vital Customer Information

    By using integrated chat surveys not only will you gain a better understanding of the needs of your customers, but will have the ability to tailor your offerings and presentation to better accomodate them.

    Whether deployed on your website, embedded in an email or pushed via chat windows, customer surveys are a vital aspect of gaining information concerning customer needs, wants and expectations.

How Live Chat Services For Websites Are Changing the Way We Buy Online

In a world where a desire and need for instant satisfaction is the norm, online commerce and interaction as a whole has followed suit. Whether you talk about email, online shopping, social media, the list goes on, all have one thing in mind: content consumption and instant satisfaction.

In a world where a desire and need for instant satisfaction is the norm, online commerce and interaction as a whole has followed suit. Whether you talk about email, online shopping, social media, the list goes on, all have one thing in mind: content consumption and instant satisfaction.

Up until recently, the one area of online commerce that had missed the wave was customer service and support.

Enter live chat services for websites…

Before live chat services were abundant, a consumer could easily purchase anything under the sun in minutes online, and in 3 to 5 business days have their new product. However if a consumer had a question or problem, getting an answer was often like pulling teeth.

Now, live chat services for websites have completely revolutionized the way we think about not only online sales,  but online customer service and support. From both ends of the spectrum, catering to the needs of consumers has caught up to that of their wants.

 

Changing The Game With Live Chat Services For Websites

Recent studies have shown that consumers are nearly 4 times more likely to convert when engaging in live chat, and a large segment of the online population actually prefers engaging via live chat. It’s a no brainer.

In this day in age, getting the information you need in real time increases satisfaction. Period. No longer do we need to wait for a support email to come through our inbox. No longer do we need to wait on the customer support hotline for 20 minutes listening to elevator music.

Live chat services for websites allow us to get the information we need to make decisions quickly. It’s that simple.

Give consumers what they want, and find out what live chat can do for your online business today.

3 Tips for Improving Customer Retention with Online Customer Service Chat

online customer service chatEveryone knows that securing new customers is more expensive than retaining existing customers.  In fact, it’s estimated to be 5 to 10 times more expensive.  In addition, the average spend of a repeat customer is close to 70% higher than that of a new customer.

Sure, bringing in new clients is essential, but as revenue growth expectations rise it gets increasingly more difficult to acquire additional new clients.  Therefore, as revenue expectations increase so to must the importance of customer retention.  According to the Harvard Business School, increasing customer retention rates by 5% increases profits by 25% to 95%.  Just think about the potential impact to your business if you could keep all of your customers for an additional month, quarter, or year.

To retain customers your must build customer loyalty and to build customer loyalty you must directly engage your clients to quickly address their needs while cultivating a personal relationship.  With this in mind, here are 3 tips that should help to improve customer retention rates:

  1. Change your mindset – stop thinking about squeezing the most out of the current transaction and instead focus on maximizing the lifetime value of your clients.  Use each transaction to first and foremost build your relationship with your client – even if it means informing the client of something that could result in a smaller sale.  Do what’s right and best for your client.  Treat them like you would want to be treated.
  2. Consulting vs. Order Taking  – a monkey can take an order.  Instead give your clients a reason to value a relationship with you.  To do this help them, offer advice, let them know about complementary products and tips for maximizing the value of their purchase.  Your clients can benefit from your products but they should also be able to benefit from a relationship with you.
  3. Be Efficient and Engaging – a recent survey found that 70% of those that participated said that the best thing a company can do for them is to value their time.  Therefore, an important aspect to building client loyalty is the ability to quickly address the questions and concerns of your clients and do so in a helpful, friendly and accurate manner.  Today, online consumers expect that a “quick” response be as close to instant as possible.  An email response 24 hours later or having to wait on hold for a customer support representative to take your phone call won’t cut it.

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To implement the tips above you’ll need a way to communicate with your clients in real-time.  You can do this via phone – but a more efficient alternative or complement to telephony is online customer service chat.

With online customer service chat a single support rep can handle 3-4 chats simultaneously.  This means that you can be more efficient and address the issues, concerns, and questions of your client more expeditiously.  With online customer service chat you can converse with your clients to build a relationship and provide them with personalized advice.

To improve customer retention you must bolster client loyalty and to do this you must engage your clients in real-time.  Online customer service chat is the most productive means of real-time customer engagement.