Category: General Information

 

There is a trend that is much needed involving online self-service. This includes offering live chat or other interactive means for consumers to get the help they need without having to call or email a company. Because we live in a multifaceted customer service world, its a necessity to companies who need to streamline operations while offering consumers the best experience possible.

 

Below is an infographic on the top online customer service myths, which was created by Synthetix, a multi-channel customer service company based out of Cambridge, England. They took a look at popular myths and offered some interesting insight. Since consumers readily share the fact that the expect the same level of service no matter what channel they’re using, this is a timely study to enforce the need for companies to rethink their online customer service strategy.

 

Some key takeaways include:

 

• Online customer service frees up agents: this study shows that when companies offer self-service channels on their site, it can reduce the number of calls by 25% and the number of emails by 50%. While this may seem like it will reduce the need for live agents, it is actually the opposite. These results show that by adding self-serve or online chat to handle the more common inquiries and situations, it frees up agents to handle more complex customer needs, while reducing overall wait time to speak to someone or get an email response. The great news is that customers are getting what they need more quickly and efficiently in these instances.

 

• Live chat can fill the gaps in your website: this study revealed that 72% of respondents turn to a company’s website for information, while only 52.4% get the information they need. As almost half will abandon their cart if they cannot find the answers they are looking for, incorporating self-service options and/or live chat can go a long way in helping where your web content cannot.

 

• Live chat can save a sale: consumers in the middle of an online purchase may go elsewhere if they are having trouble and need assistance right away; unfortunately, consumers expect immediate assistance, and if they are in the middle of making a purchase, they may not want to wait for a response via email or telephone. 38% of respondents in this study state that live chat has saved the purchase for them – had it not been available, they may have abadonded their purchase.

 

You can view the infographic below to see more results (click on the infographic to open a larger version of the image), but the key takeaways show that if your company has not focused on live chat and other self-service options for your consumers, you may be missing out.

 

 

 

 

Routine customer interactions can be, well, boring. From calling to inquire about a bill, to making an online purchase, or even taking a flight, these everyday routines can be overlooked.

 
These are great opportunities for companies to make a boring, routine experience memorable. For example, Southwest Flight Attendants are known for making the pre-flight talk fun:

 

 

 

Zappos, who is known for great service with a twist, encourages their employees to have some fun and be themselves. They are also empowered to follow the customer’s lead to make it a great experience, even if it means talking to the customer in the third person:

 

Just two small examples of how businesses can make the mundane fun, for both customers and employees.

 

Have you encountered any “fun” customer service experiences? If so, please feel free to share in the comments below!

 

Last time I posted findings from research looking at reasons why customers do not make a purchase. In that study, it talked about the importance of having knowledgeable employees readily available to assist customers. When this happens, especially for the indecisive customer, they are more likely to

 

• Make a purchase
• Purchase more than they intended to prior to visiting
• Become a repeat customer

 

It seems so simple – have enough staff who are well versed in your products and services available at all times. But, the reality is not as simple. Staffing has been diminished compared to years past for economic reasons, and staff turnover, especially at big box type retailers, can be common.
Based on the findings from this research, the indecisive customer is the one that needs special attention. The statistics show that

 

• 90% are likely to make a purchase
• 85% will buy more if they are helped by a knowledgeable associate
• 84% will leave more satisfied, resulting in future visits

 

How can you ensure that customers are getting what they need, especially those that come in uncertain about what to purchase?

 

1. Maintain adequate staffing: reducing staff in order to keep costs down seems efficient. The mantra “do more with less” has become commonplace in the last several years, but this practice could end up costing the business in sales.

 

2. Provide adequate training: this is not only training within their department or area of work, but also provide some behavioral training so that employees are in tune with what an indecisive shopper might look like. They may not always actively seek help; knowing what signs to look for as customers browse can help employees be proactive in offering help, further enhancing this customer’s experience.

 

3. When you’re short on staff, go with the next best thing: Interactive consumer engagement tablets are starting to emerge in many retailers and restaurants. These tables can be placed in high traffic areas to provide information, product selection help, and other valuable information. While it doesn’t always replace an associate, it’s a cost effective option that will allow customers a self-serve option that can be very effective in helping indecisive customers.

 

A sufficient number of available, knowledgeable staff is key to keeping customers satisfied – finding ways to make sure this is readily available across your locations will go a long way in maintaining a strong customer experience.