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.
To deliver great customer service, you must know your customers well enough that you can anticipate their needs. You have to be present at the right moments so that you can walk customers through their most pressing concerns. Being attentive to their complaints is the first step you need to take to exceed their expectations.
Almost every brand out there has sophisticated means of gathering customer insights. But this alone isn’t enough. What makes a successful market research is an organization’s ability to understand data and apply what they learned to day-to-day operations. But as the data that companies handle become even more complex, getting to know customers is also becoming more challenging.