Consumers want a quality customer service. The time has come to build relationships and to humanize the browsing experience. Evidently, to offer a quality customer service to your visitors, you have to have the right tools to meet their needs. Predictive live chat solutions give your Internet users a personalized and humanized experience which improves satisfaction, commitment, conversion and average cart rates.
Companies work hard at earning their customers’ loyalty. However, once they get it, they tend to slack off and no longer set as a priority the satisfaction of devoted clients. Loyal customers still need and expect personal contact and advice. Satisfying their eagerness to be heard won’t cost you as much as you may think! It would be a preemptive strike, much like giving your wife a large bouquet of flowers for your 40th wedding anniversary – could spare you huge legal fees. Showing your longstanding clients that you care and are paying attention to their wants and needs could save you a lot of money! It’s 5 to 7 times cheaper to gain a customer’s loyalty and keep it, than to search for new prospects and attempt to convert them into clients. Read more
Nowadays, gaining a client’s loyalty is 5 to 7 times cheaper than searching for prospects and converting them into clients. No matter the size of your company, gaining your client’s loyalty is crucial. According to a study, 68% of customers no longer purchase a brand’s products if they felt neglected, and of those 68%, 14% do the same if the quality of service was insufficient. Converting a prospect into a client can sometimes be challenging and expensive, so might as well do whatever it takes to earn their loyalty. And what better way to do so then making them happy? To help you in this endeavor, here are 5 tips to satisfy your customers.
Reactivity must be your ally
Consumers are becoming increasingly demanding, whether it be in terms of the quality of the product, its availability, the speed of the website, etc. But they are also increasingly impatient, particularly when it comes to getting assistance. Incidentally, 63% of French Internet users say that too long of a waiting time is the most “irritating” of circumstances. An estimated too long waiting period is estimated according to the communication channel: 2 to 4 minutes for assistance via phone call, less than 24h via email and less than 2 minutes via chat. Beyond this timeframe, the probability that the visitor gets frustrated and leaves the website is greater. Reactivity is a major challenge since 34% of Internet users find reactivity and availability of the customer service to be one of the main criteria for satisfaction.
Thierry Spencer, notorious speaker, blogger and expert in customer relations, gave December 15th the fourth edition of his annual conference on “Customer relation trends”. Then and there, he shared 10 customer relationship trends that should shape the year 2016.