For businesses, investing in good customer service is crucial. 17% of consumers would support a business with good customer service even when they have to spend more. Additionally, 7 out of 10 Americans have attested that they have paid more for businesses that cater well to their customers.
How much are they willing to pay? Quite a lot. According to a Harvard Business Review study, consumers are willing to pay an extra $8 for wireless services and $9 for plane tickets–and these are just for responding. The figures double when companies respond fast, increasing to $17 and $20, respectively.
A good experience for customers increases their chances of supporting the company as well as recommending it to other people. 75% would still be a company’s customer because of good service and 56% would add it to their recommendations. Moreover, a good reputation for customer services attracts new customers.
Improving customer service
Customer service is a notable experience for both ends of the conversation. Whether it is on the phone or over the counter, there are things being held back–on good days. Confessions of customer service representatives would cite instances of screaming, among many stressful interactions. It gets so ugly that they would have to remind consumers that these representatives are people, too.
However, with the help of technology, customer service can become a little less grueling. Businesses can ask eCommerce website development services to add these features:
1. Live Chat
Customers find the most satisfaction from live chat because it gives them a quick response and helps them fix their problem right away. When this happens, it makes the customers feel that the company values their time which 73% of customers appreciate. Live chat also leaves room for personalization to express their friendliness and appease the worries of the customer.
In live chat, there can be response templates that are accessible by a click. This way, it will be easy for representatives to answer frequently asked questions and fulfill the routine.
2. Automated Responses
A more instant way to communicate with simple and frequently encounter problems is through automated responses and bots. Automated responses are helpful because they give information to the customer when a representative can’t address them immediately. Whether the system is offline or maybe it’s a busy day, at least the customer is notified.
Bots, on the other hand, are programmed to give as much information through a series of commands, and they don’t take a break. 90% of businesses claim that problems are quickly fixed via chatbots. Chatbots also give great and effortless ROI, according to 57% of businesses. If the problem is so persistent, the bots can forward the customer to an agent to optimize the customer service. As a result, chatbots take some load off of customer service representatives’ backs while also giving customer satisfaction.
Nowadays, businesses should keep up with the sign of the times. In this digital age, people love everything instant, as their lives have become fast-paced as well. Gone are the days of sitting by the couch with a telephone attached to one’s ear. Today, there are much faster ways to resolve customer concerns with minimal effort.