Live chat makes interacting with existing and potential customers much more efficient. Studies have found when companies implement live chat services, it significantly improves customer satisfaction because of the ability to assist customers as soon as an issue arises. In today’s world we want our issues handled swiftly, accurately, and conveniently, and chat offers this. But, if the customer service provided through live chat does not meet customer expectations, we have a problem. The customer is now more likely to abandon your website and instantly click over to one of your competitors.
According to a poll by Andersen Consulting, almost 62% of Internet consumers said they would purchase more products online if live customer support were available.
Exceeding customer expectations will ultimately accomplish two things; improve the customer satisfaction and create a loyal customer base. When you have created these two attributes your customers will not only return to your website, they will become your own personal brand advocates. Here are some tips to quickly respond to customers and improve the overall customer satisfaction levels:
Ensure quick and fast communication
With the constantly changing communication world we live in, customers use a variety of communication channels such as email, chat, phone, SMS, Fax, and social media to get in contact with companies. The main thing people are looking for though is speed. They want their questions answered immediately. Chat is a very attractive medium because it provides quick and accurate information in real-time. When a customer asks a question and the agent is able to read and answer the question within seconds, customer satisfaction levels increase dramatically.
For U.S.online shoppers, 21% give their communication preference to live chat. Further, according to the Live Chat Effectiveness V5 Report 2012, 79% of online shoppers say they prefer live chat as it helps to get their questions answered immediately because it helps to save time.¹
Get detailed information about customers
You have to understand your customer. Understanding your customer allows companies to be more efficient in serving and improving their customer satisfaction. Information should be gathered on customer shopping preferences, products they like, and their opinions on product pricing in order to help aid in raising customer satisfaction levels. Gathering such information will also help provide valuable insights into customer behaviors.
Continuous improvement
It goes without saying that in order to be successful the agents need to be well trained. But, in order to stay successful, they need to have continuous improvement and training. Continuously updating their product knowledge and skills will enable them to provide exceptional customer service. Adhering to QA standards and practices will improve agent performance and process efficiency thereby enhancing customer satisfaction.
Excellent customer satisfaction will help create a loyal customer base that will come to purchase again and again. These customers are also going to refer companies in their social circles through positive word of mouth and that is something that truly invaluable.
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