Client service, whether in the retail or the e-commerce sectors, is very significant.
In the current era, it is very important that response from agents happen in
real time. In the past, email and phone calls were the most used systems. A
finding from Gladly, titled Customer Expectations Report, advanced that when
consumers send a mail, they expect an answer in 3-hours. However, this is not
always feasible. Thankfully, thanks to advancements, new, faster and more
efficient technologies can be utilised.
For instance, chatbots and live messaging are becoming increasingly popular and have proven to
be very successful. Major brands like Spotify, Sephora, and TechCrunch have
been able to communicate with clients more effectively via these systems.
However, a huge mistake that companies make is using chatbots to completely
replace customer service agents. These digital solutions, while they can answer
basic questions, are not able to solve complex problems. In these cases,
customers wish to talk to a trained employee who can help them. If that does
not happen, merchants may lose the customer.
A study by Microsoft has revealed that “58% of customers
rank customer
service as very important in determining loyalty to a brand”.
Moreover, 61% of them have stopped purchasing from a brand because of poor
client support. Thus, this aspect of a business may help it succeed.
Respond
to customers’ queries as quickly as possible
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