Livechat customer service

Customers growing more frustrated at inability to get answers from brands

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 …

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6 chatbot best practices for e-commerce sites

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 …

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4 ways to build trust with your new e-commerce customers

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 …

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Customers expect brand responses on social within 30 minutes

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 …

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customer service how customers contact a company smart insights

Your customers are using more than one service channel to get a resolution

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 …

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