Modern customers prefer using live chat when asking for product or service information. It’s quick and conducive for casual conversations, which makes communicating with a brand easier. But like any other channels, it has its own downsides. Live chat leaves more room for ambiguous interpretations. For instance, one typo from a customer support rep may infuriate the customer. That said, it’s important to be mindful of the basic live chat customer support etiquette. Here are five best practices to help you and your team deliver…
Social media is a gateway to reach more audiences and generate organic discussions about your brand. Online brand visibility keeps businesses accessible by consumers, enabling them to provide both quick information and ecommerce services. If done right, your social media strategies may help your business flourish in unimaginable proportions. However, careless management can turn your social media marketing goals into sludge.
Businesses still often think of the customer journey as a transaction. Even though today’s customer service is indeed customer-centric, some interactions feel like they’re all about the money (technically in sales, it is). They check every customer touchpoints, identify the ones that ruin or improve the customer experience, and make sure customer satisfaction is achieved.
There are many ways to engage with your customers and solve their problems, but one of the most popular ones is chat support. A 2015 study shows that 92% of customers prefer live chat over other platforms when seeking assistance from brands. This channel can make up for the limitations of other customer service touchpoints, like the phone, email, and social media. Here’s how it ensures customer satisfaction.
As your business’ social media following grows, it becomes more difficult to engage customers and address their concerns. In the process, you may end up compromising the quality of your performance. In these situations, outsourced firms that specialize in digital marketing can help boost your social media campaigns. They can manage your online presence in ways that suit your audience’s preferences. This way, they can help you achieve your main targets.
Underestimating the impacts of long hold times can lead to customer churn. Making customers wait for quite a long period may force them to hang up the phone and abandon the transaction.
The holiday season is a high-demand phase for all businesses. It’s a time for giving, which means almost everyone goes shopping. Others, however, turn to the Internet to purchase from online shopping site. But no matter where your business is—whether it’s a physical establishment or a virtual one—you cannot escape the exciting yet challenging holiday shopping rush.