Keeping new customers satisfied is compulsory if you are to have any chance of turning them into regular customers
As an e-commerce business owner, you probably understand the important role that "trust" plays in converting first-time visitors into paying customers.
This set of visitors would never complete the checkout process if they find anything that makes them feel uncomfortable or doubt the credibility of your service.
So, keeping them satisfied is compulsory if you are to have any chance of turning them into regular customers.
Here are some other benefits you will gain by satisfying new customers:
New referral opportunities — First-time customers are usually more enthusiastic about sharing your e-commerce website with their friends especially when they love the experience.
New reviews — While your old customers may be tired of…
Over 95% of consumers say customer service is the most important factor in their choice of a brand
The customer support game is quickly changing. Customers tend to expect more from their interactions with brands and consequently, brands are forced to invest more in customer support innovation to up their game.
It's a small wonder that, according to Gartner, almost 90% of businesses are going to compete mainly on customer experience, and over 95% of consumers say customer service is the most important factor in their choice of a brand.
Is your business keeping up?
Your customer support team may not be available 24/7 but your customers may have questions every day, all day long. Imagine how many unhappy customers you may have been able to win back if only your team could be there to promptly help or direct your lost leads in the right…
Chart of the Week: 34% of customers are frustrated at not being able to find answers to simple questions. Could updated customer service channels help?
As it becomes easier to find information and make purchases, customers are becoming increasingly impatient. Brands need to ensure they are reducing this frustration by offering the highest possible level of service.
However, now that there are so many channels that customers can interact with you, this is more difficult than ever. Brands need to ensure they are making the purchase journey simple and engaging, providing all the relevant information in an easy-to-find way and communicating with customers across all the channels their audience uses.
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Failing on any one of these fronts can mean you lose customers,…
Chat increases conversions, not just dialog, which is why you need to understand how best to use chatbots
Live chat isn’t just for customer support anymore; it’s a proven engagement and revenue booster. Kayako.com shares some compelling statistics that show just how powerful live chat can be when it comes to engagement and conversion.
Analytics and conversion expert Neil Patel also shares some conversion math related to chat. He asserts that, with chat available, 10-50% of your visitors will engage with you on your website. If implemented correctly, one-third of those visitors should go on to become buyers.
Even using his conservative estimates, that means a conversion rate of 3.3% through the use of chat. That’s nothing to scoff at. For large-volume sites, these conversion rates and revenues add up quickly.
Here are six tactics you can…
Chart of the week: 37% of consumers who use social media to complain or question brands expect to get a response in under 30 minutes
Delivering great customer service is getting more and more difficult for brands, as customer expectations change. Consumers now want instant service that offers fast results, which means brands need to deliver the best possible customer service via their digital channels.
Over a third (37%) of consumers who use social media to complain or question brands expect to get a response in under 30 minutes. According to Conversocial’s report ‘The State of Digital Care in 2018’, people want almost instant responses to issues they air on a social platform.
The report shows that the majority of respondents expect a response the same day via social media, with 31% wanting one in under two hours and 26% expecting to hear back in under four hours. In fact, only 6%…
Chart of the day: Most customers have to contact companies twice to get a resolution to a customer service problem
Research by maru/edr has found that almost 8 in 10 customers contact companies by one method (such as online chat) and then by another (such as by phone) - customers feel they need to use multiple channels to get a resolution.
The research also found that (as expected) email is the easiest method of contact, but phone contact led to a more immediate resolution. Live chat also led to a slightly higher number of resolutions than email. Social media was found to resolve issues the least and the most difficult method for contact, which is surprising - especially with the wider use of social networks such as Facebook and Twitter. We have seen that more and more companies are investing time to integrate social media into their…
Use these live chat tools to engage your users at the most critical stage of the buying process
As customer expectations rise and users demand instant responses to questions & complaints, live chat tools are growing rapidly both in usage and in capability. 60% of those in the 18-34 'millennial' age bracket reported in a study for Forrester research that they preferred to have their questions answered via live chat than via phone. 44% of that age group also reported that having the ability to ask questions via live chat was one of the most important features a site could offer.
With the growing importance of live chat to the customer experience and thus your bottom line, you need to review what technology is available to deliver a great live chat experience, at a cost that is right for your business. That's why we've reviewed a wide range of live chat tools…
How and Where to Add Chat To Your Website
I’ll start with a simple question: Are you actively interacting with visitors to your store? If you own a physical store, your answer is probably ‘Yes’. But if you operate a virtual storefront - a website - and you’re answering ‘No’ to this question, you’re leaving a lot of visitor questions unanswered. And since people who don’t get their questions answered are less confident and engaged shoppers, they’re more likely to leave your website. And too many bailouts will kill your conversion rate.
Picture yourself in shopping mode: even if you know exactly what you want, and from which stores you’d consider buying it, you usually have at least one lingering question. For example, if you’re shopping for shoes online, you might not be sure if the website you’re visiting offers black suede shoes in your size. Or you might wonder if they…
Creating quality online customer support can turn prospects into sales
How many times have you raced into a store to quickly pick up a few things and immediately looked for a brightly colored vest to find a sales assistant or customer service person to help you out?And how many times have you scurried from aisle to aisle looking for what you came to buy and seeing no sales associate in sight? That gets real frustrating, real fast! This is how your online shoppers feel if you don't get online customer service right. They need help. And if they can’t find it – guess what, they’re gone, perhaps forever.
According to Forrester, if their questions are not answered quickly, 45% of consumers in the US will abandon their transaction.
Don’t think for a minute that your visitors don’t need your help to some degree. Econsultancy reports that some degree of customer support is need…