You must have heard people say that customer service should always be the top priority if you want to have a winning business. What is it that makes customer service so important? Read more to find out.
Website support chat is an extremely cost-effective customer service channel. Using online customer chat can result in significant cost savings for a company. According to a survey by Forrester, around 44 percent of customers have stated that getting answers from a live chat agent was the most important factor in making a purchase.
Brand evangelists can be your most powerful marketing tool. They can reinforce your brand message, create a positive perception of your brand, and bolster your efforts to reach the customers. Brand evangelism represents the willingness of your customers to promote your brand by showing appreciation for your product or services.
Co-browsing is the latest buzzword in customer service. The term simply means navigation of the same webpage by two or more people simultaneously. While the concept is simple, its potential implication in improving customer service is huge. Co-browsing results in a visual connection that helps in better serving the customer.
Companies should not overlook improving existing customer value in their quest to improve market share. Statistics show that the probability of selling something to existing customers is about 70 percent while it’s only 20 percent for new prospects. And one of the best ways to sell to current customers is through upselling.
Every online business needs to know about their customers. It’s important to understand where the customers are coming from and which keywords they use to visit the site. Also, the business owner must know what pages are not capturing the attention of the online users. All this information can be gathered using Google Analytics.
If you are a business owner, you know that the key to success for any business is having a satisfied clientele. If the customers are satisfied with your products and services, they will keep coming back to you for more. This is one of the reasons why you should prioritize customer satisfaction.
Customer contact managers face a challenge when it comes to reducing customer service costs. They have to create the right balance between customer service quality and reduced costs. One important metric that can be extremely useful in reducing customer service cost is cost-per-contact.
Online chat is a powerful way to reach out to the customers. Live chat services online allow you to cater to the needs of the customers in a more effective way. A growing method of communication, a Forrester article revealed that live chat use has increased from 38 percent in 2009 to 65 percent in 2015.
Providing dedicated customer service is costly. According to the report of Worldwide Industry Benchmark, the average cost per inbound call is $3. When dealing with hundreds of customers in a day, the cost of servicing the customers can turn out to be a large sum indeed.
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