Most businesses do their best to serve their audience in the most effective way possible. The customers demand greater efficiency, so businesses compete to deliver it. According to Customers 2020: A Progress Reportby Walker,
consumers will consider customer service to be more important than product and pricing by 2020. By then, they will be getting advanced opportunities to contact support and get all issues solved.
Technology plays a major role in the future of customer support. Live chat and other software as a service is changing everything. But that’s not all. We’ll see other important shifts in this department, so we better keep pace with the changes.
10 Changes Technology Will Bring to Customer Service in Future
Businesses that start using SaaS help desk software never go back to their old ways of providing support. This is a tool that helps the customer service representatives to track requests and resolve any issues.
A help desk ticketing system is effective because it delivers information for the representative to start solving an issue right away. If the customer is being handled by several representatives, they won’t have to answer the same questions over and over again. Let’s say you order a makeup product and you get it with an expired date. You contact the support and you explain the issue. They forward you to another department. You get a message, but the agent asks you to explain the issue… again. The ticketing system solves that problem.
There is another element to SaaS: businesses can use it to enhance the productivity of the support team. For example something like Setapp gives them access on all kinds of Mac apps, which help the agents to manage their time, stay more focused, and write better responses.
#2. Social Proof Is Everything
As the customers start considering their experience as more important than other factors, they will expect brands to identify and fix all issues. They will want to see how your brand fixes issues, so they will check.
This is where social media comes into the picture. It’s time to stop using it for the sole purpose of promotion. It’s a communication tool that connects brands with their users. More businesses are opening up to fixing issues via Facebook, Twitter, Instagram, and other platforms. This is not only convenient for the customers, but also helps the brand build social proof.
#3. More Technology to Keep Customers Updated
When you’re thinking about boosting engagement, few things come to mind: app push notifications, website banners, great landing pages, and tons of social media activity. Yes; brands already use those techniques to boost engagement. But it’s time for the customer support department to make an effort, too.
Whenever a returning user visits your website, the live chat can push information about your new product.
#4. Tech Support Is Getting More Important
If you’re selling app, software or any kind of device, you clearly expect people to have issues with it. Maybe they don’t understand how to use it or maybe something really goes wrong. They want to call customer service and they need a quick solution.
Apple is known for offering outstanding technology support. They enable the customers to reach out via live chat, web form, and a special app. Live agents guide the users through various troubleshooting procedures, and it usually works.
This is the kind of effectiveness that every technology brand should reach and hope to exceed.
#5. Data Analytics Will Guide Decision Making
Whenever someone contacts the support team, they will collect quantitative measures on effectiveness. This may be done via surveys after the issues were solved. When the users share their experience about the effectiveness, the support team can become better.
We receive data even if we don’t specifically ask the customers to share it. Each interaction gives us measurable data on the speed of solutions, types of issues, and more. With this information, the team can understand the general problems of the base of customers, so they can do something to prevent them from happening.
Through surveys and other types of customer feedback, the support team will also understand the pain points of their audience. If they notice a pattern in the survey answers, they can inspire changes in the product or service. They can also instruct the content development team to improve the Q&A section at the site. With the data the customer service department collects, the marketing team can also achieve better results. They will address the pain points, so they will develop a customer-centric approach to promoting products and services.
Data analytics give us a complete view of the customers. Thanks to that knowledge, we can improve our relationships with them.
#6. SEO Will Play a Greater Role in Customer Support
The most conventional way for a customer to solve an issue is to contact the support team. But today, people are more willing to ask Google. If they search for solutions on problems related to your products or services, you want them at your website. Why? Because if they end up at another site, they may get wrong suggestions that could make the problem worse.
You need an impressive knowledge base, which guides customers through different solutions. For this, you’ll have to predict the issues and questions the users have, so you’ll develop a relevant search engine optimization campaign.
#7. Live Chat Is Becoming a Staple
Without live chat software, the customer support department is no longer considered effective.
You don’t have to hire people to attend the chat 24/7. A chatbot may act as software as a service, answering questions and resolving common issues. If the issue is unique and the bot cannot provide instructions, the customer will be effortlessly forwarded towards an agent.
#8. Customer Support Technology Will Be a Competitive Differentiator
When brands use advanced technology and data science for providing support, they become a better choice than competitors, even if they offer more expensive products. The support system is becoming a critical factor for gaining competitive advantage.
You can expect to see brands investing more in this segment.
#9. Blockchain Is Getting In Too!
Blockchain goes way beyond cryptocurrencies. It will improve the effectiveness of post-sales customer support, especially in the electronics industry. Companies will have access to a single ledger containing the manufacturing data, install date, information about ownership, and all other details about the product. Since all the information regarding these factors will be shared among the customer, the manufacturer, the parts provider, and any other parties involved in real time, the warranty entitlement will be faster and easier.
Through blockchain, the support can track when the customer bought the product and what condition it was in. They can track back the production batch and the date, and they can compare this issue to the overall complaints received for products from that batch, production date, and country of origin.
#10. It’s Time for Video Communication to Take the Lead
Direct contact is more powerful than text messaging. It’s about time companies start investing in real-time video support. This makes it easier for the customer to explain the issue, but it also helps the agent to understand their tone.
Did You Already Adopt Some of These Trends?
The future of customer support is not far away. Brands are making significant changes by the day. Where do you stand?
Remember: better customer support gives you a competitive advantage, so it practically takes your business forward.
Bundling? Free shipping? Suggested items? All of these eCommerce strategies work toward the same goal: getting customers to buy more on each visit, increasing the average order value.
And they hold an important place in boosting revenue for your eCommerce brand. But what about increasing the lifetime value of your customers?
Focusing on increasing order value is important to boosting revenue, but increasing the lifetime value of your customers is critical to long term success of your brand.
“Many entrepreneurs find themselves in a race to the bottom, as they begin to focus on using revenues to keep up with expenses instead of produce profits,” writes Eric Siu at Entrepreneur.
eCommerce business owners and marketers would do well to remember that, especially at the beginning.
Average Order Value (AOV) is about real time sales tactics to increase sales volume, while Customer Lifetime Value (CLV) is about delivering individualized experiences over the long term to keep customers coming back.
Let’s jump into why that the lifetime value of your customers matters more than you might think — and how it can work hand-in-hand with AOV.
# Average Order Value: A Short Term Fix for Revenue
Average order value as a number is straightforward: the total revenue divided by the number of orders.
AOV is a good metric to start with as you begin exploring new routes of acquisition and upselling. After all, the higher your order value the fewer customers you need to acquire.
At the same time, in the short term, it gives you more to work with. Higher revenue means more advertising dollars.
But focusing solely on AOV can be limiting. It not only fails to take into account the cost of goods and other expenses; AOV also limits its view to month by month improvements, rather than lending itself to long term growth.
# Lifetime Customer Value: A Long Term Boost of Profitability
Customer lifetime value is defined as the metric that represents the total money a single customer spends on your business/products during their lifetime. This can help you calculate and decide how much you want to invest in customer acquisition and customer retention.
Even with this limited definition, you can see that AOV and LTV are closely related; order value affects customer value, which affects lifetime value of the customer.
The main difference in increasing LTV versus AOV is that lifetime value efforts are focused on organic changes to your interactions with customers.
# AOV vs. LTV: Determining Which Matters Most for Your eCommerce Brand
Average order value and long term customer value are not mutually exclusive metrics for growing your eCommerce business.
Both AOV and LTV hold important insight into how effective your marketing and sales efforts are.
It’s not a matter of determining which matters most — it’s about determining which approach is already working well and which needs work.
If your current focus is solely on AOV, it’s critical to explore ways in which you can bring an LTV approach to your marketing and sales efforts. In the same way, if you have that long term value but struggle with increasing order value, it’s just as important to look at specific personalization and landing page tweaks that will increase sales.
# 4 Ways to Maximize LTV for Your eCommerce Brand
If you have strategic efforts for increasing AOV in place, it’s time to focus on more organic efforts for increasing LTV over time.
Make Brand Loyalty a Primary Business Goal. If you start with the question “How can we keep customers coming back?” the potential answers will span marketing, sales, customer service and everything in between. As of 3 years ago, nearly 90 percent of companies expected to compete primarily on the basis of customer service. Customer experience is the new marketing.
Make Marketing Channels More Efficient. You don’t want your marketing efforts to feel like marketing to current customers. But that doesn’t mean they shouldn’t efficiently bring customers further down the funnel. Any marketing efforts should add value to customer interactions with your brand — which is where personalization comes in. Personalization is all about making the customer feel known and understood — by design, this keeps them coming back. If you don’t already have the tools in place to deliver personalized landing pages, drip emails and special offers that’s your first step.
Make it Easier For Customers to Share Feedback. An easy checkout process will help increase AOV and an easy account creation process should increase LTV, as:
it gives you a foot in the door for returning customers. It’s as simple as that. In the same vein, encourage and respond to reviews, making the feedback process as simple as possible.
even negative reviews can lead to better ratings if they are handled correctly. Take the time to respond to reviews, find ways to make it right with dissatisfied customers, and incorporate feedback into your processes and products.
Make Use of Your Customer Data. From how far down the funnel they make it to demographics, you have customer data at your fingertips. You should bring all of this together on a customer data platform to realize the benefits of acting on data in real-time will offer your eCommerce brand. On the other side of the same coin, you should be using data analysis to assess how each tweak you make — from paid campaigns to personalization — affects your profitability.
At the heart of incorporating LTV and AOV into your marketing and sales efforts is the importance of data in eCommerce.
You have customer data at your fingertips. With the right tools can use it to boost everything from customer satisfaction to profitability.
Now, how updated are you in meeting their expectations at all times?
No doubt, instant help is their top priority, and live chat is the solution.
Except, it’s just the first step.
Your customer support operators need to know how to chat with customers online to keep them hooked with your brand.
In this post, we aim to cover nine amazing online chat tips to help your business reduce 67% of customer churn and increase acquisition.
9 Amazing Tips on How to Chat With Customers Online
Did you know that 12% of Americans rate their number one frustration with customer service as “lack of speed”?
It reflects that your brand is:
Not prepared with the correct solution
Not prepared to answer promptly
Not aware of customer pain points
However, if you try to answer the questions too fast, there may be a chance that your resolution lacks effectiveness. Either way, you may end up building a poor customer service experience that may push customers to leave your brand immediately. And, this is not just theory. 4 out of 10 customers will ask their friends and family not to make a purchase from a brand that was responsible for building a poor experience.
Question is, how can you avoid such a situation, get more customers, and keep your existing ones happy with live chat?
Let’s understand all the nine amazing customer support chat tips to help you get an answer.
#1: Initiate Conversational Chat
No operator is always equipped with chat handling skills. It is something they acquire with experience. Initiating a conversational chat with customers is also a part of the skill set that operators acquire over a period of time.
Even when using a live chat software, you need to ensure that your tone during the conversation doesn’t sound robotic to customers. It will put them off, and ultimately approach your competitors.
So, operators need to take a step back and work upon bringing in the solution with a humble conversational tone.
This is the kind of conversation you should avoid:
Hi Miranda. How are you today?
Do you need help?/ How can I help you?
Initiating a conversation such as this can easily put your customers off. Not only that, this approach makes it really hard for your customer to connect with your brand.
Therefore, it is better to take a conversational approach and start conversations with your customers using a personal approach, something in the lines of:
Hi Miranda, I hope you are having a great day!
I see you have been scrolling through this webpage for a while now, can I assist you with something?
This way, you gain your customer’s trust and they feel valued.
#2: Ask for More Information, Show Empathy
Empathy by itself is just more than a feeling towards an individual. It is a process of understanding, sharing and acting on customer’s problems.
Customers usually like to help themselves out. But they are not averse to asking for help when needed. Be empathetic towards your customers and their needs. Follow these tips when you interact with a customer about their issues:
Paraphrase the complaint to be sure that you’re on the same page as your customer.
Share your feelings with customers. If they are frustrated or annoyed by the situation at hand, let them know that if you were in their shoes you would be annoyed too.
Offer your customers some options to choose from. Further, explain to them the benefits of each option and the reason why you are proposing it.
#3: Never Say “I Don’t Know”
The reason why a customer seeks out for live chat support is to get a solution.
If a customer comes to you with a query and you simply reply with a bland “I don’t know” or “I don’t have a solution to solve your problem right now.” it would really annoy your customer.
It is always important to listen to your customers’ problem and understand what needs to be done. If you can’t resolve the issue, it is best to inform the customer that you will get back to them soon.
This makes your customer understand that the issue isn’t open-ended and will reach a reasonable solution.
#4: Transfer Chat to Right Department
As a chat operator, you can’t be expected to be able to solve every problem related to every product and service offered by your company. Don’t feel ashamed if you have to transfer the chat to another expert specializing in that particular field.
It is not wrong to admit that you do not have the required level of expertise to deal with the problem at hand. Use intelligent chat routing to transfer the conversation to the specialist in the field along with the transcripts to the existing conversation.
One mistake many customer support operators make is trying to dodge their faults.
There is nothing wrong in admitting your fault!
More than knowing who is at fault, customers simply need a solution to their problem. So, if you are in such a situation, you can take forward the conversation as:
“I have looked into your problem and I regret to inform you that we were at fault for the delay (or any other issue your customer is facing).
But, the bright side is that we have made the corrections and now you won’t be having the same issue again!
We apologize for the inconvenience caused.”
Taking this approach makes customers gain your trust and increase brand value in the long run.
#6: Learn to Take Follow-Ups
The rise of e-commerce and the digital age has led to an increase in one key area: impulse buying. Even though impulse buying is on the rise, additional contact is still required. Here is where following up with the customer helps.
The buyer is already interested in your products, so you don’t have to start from scratch in the follow-up. You’re not trying to capture the customers’ interest, you just have to maintain it. Following up with your customer helps to keep that interest alive without having to put in much effort.
Keep these things in mind when following up with your customers:
Let them know who you are and the company you are associated with
Refer to previous conversations so that they can identify you
Let them know that you’re contacting them to help
In your follow-up email, summarize your previous conversation with them
#7: Don’t Make Customers Wait – Continuity is the Key
Every customer wants to get instant support. A delay can not only lead to customer churn, but could also affect your brand name.
82% of consumers in the US reported they stopped doing business with one company due to one instance of poor customer support. Just one poor customer experience can make all the difference in the world.
Instead of not putting in your time and efforts to resolving your customers’ problems, make sure you prioritize issues and deal with them with at most attention.
Bonus Customer Support Chat Tips
If you thought that I’m leaving you only with nine awesome online chat tips, then you’re wrong.
I have some bonus customer support chat tips for you in store. They are surely going to help you train your operators for complete customer success. Let’s take a look at them below.
#1: Let Customers Know if The Solution on the Way
Once a customer connects with your brand via live chat, they feel assured that the solution is on its way.
But is the solution really on its way?
Certain technical issues need instant support, but that doesn’t mean they can be resolved quickly. Operators may give away the solution to the problem right away, but their implementation may take minutes, hours or even days.
In a situation such as this, what do you do?
Well, you humbly let your customers know that the technical team has found the solution to their problem and inform them how much time will it take for your team to implement it.
Understand this, while you inform the customer about the solution, they may presume that you are already working on it or have resolved their problem. So, make sure that you clear the air, inform them about the current status, and give them a tentative timeline on when can they expect the solution to be implemented.
#2: Avoid Using Canned Responses (Personalize for Human Touch)
Automating the entire chat with your customers leaves them flustered.
“Hi, Mary, how can I help you?”
“Is this how you wish to proceed further?”
“Why don’t you try doing the process again and see if it works”
“We’re sorry, we don’t understand your query.”
…and so on.
Yes, canned responses help you provide instant replies to your customers, but when a customer needs a solution, such messages won’t help them at all.
Use canned responses, but learn to restrict your use for them. Enter a conversation, tackle the question posed by a customer head on, and solve it instantly to boost customer delight rate.
#3: Keep a Confident Tone
Confidence is the key to helping customers and providing them the perfect customer support experience.
Saying things like:
“I think this is how you should tackle this situation.”
“Let me see why this is happening and let me get back to you in a while.”
“I don’t think you are understanding what I am saying.”
All these examples simply say that you aren’t confident enough to give a solution. Even if you did, the customer would be apprehensive in taking your advice.
And, that’s not what you want. So, be confident. The right way to say the above phrases to your customers is:
“This situation needs to be tackled like this….”
“This is why you are facing this issue and this is the solution…”
“I am explaining you the process of how to go about this problem….”
This way, you not only sound confident but also gain your customers’ trust and ensure they know the solution they get will be reliable and absolute.
Implement Online Chat Tips for a Successful Customer Experience
How to Create & Install Live Chat to Your Website in Under 5 Mins - YouTube
Live chat has simplified the road to communication for both customers and companies. Customers get to connect with a brand in real-time, irrespective of their time zone. What’s more, customers expect the brand to be more prompt, forthcoming and provide a resolution that they came looking for.
And, while these and other live chat benefits help brands build a successful customer journey, their job doesn’t really end at adding the tool to their website. It’s your operators who make use of the tool to provide instant resolution to your customers. So, it is important to train them towards being more humble, empathetic, and understanding towards your customers while they communicate with them via live chat.
Keeping this in mind, we’ve made sure to cover some of the best customer support chat tips in this piece. We welcome your suggestions for more tips in the comment section below. Now, let’s take a look at some of the frequently asked questions to help you follow live chat best practices easily.
Q. How can I improve my chat customer service?
The trick to improving your chat customer service is putting yourself in the shoes of your customer. You need to understand their feelings and emotions to be able to ultimately help them better.
Q. What are chat etiquettes?
You can read about what are chat etiquette and how certain practices help your operators boost customer satisfaction here.
Q. What are the best practices for live chat customer service?
Apart from the tips mentioned in this blog, it is really important to understand that your business is run by your customers’ outlook of your company. So, keeping your customers happy and ensuring perfect customer support is the ideal practice every company needs to follow.
Q. What makes a perfect live chat?
A perfect live chat is instant. It is self-sufficient. And to the customer it’s like talking to a friend rather than a salesperson.
Customer journey mapping has become such a buzzword in business that 34% of companies are already implementing it into their customer service. However, the idea behind mapping the customer journey is quite intuitive. It’s an abstract thing that helps you visualize how customers are converting.
While innovative at the time the idea was introduced, the sales funnel has changed a lot with technology. Maybe the consumers got smarter, or the sales funnel was always flawed, and we only realized it now.
Either way, here’s why you may have to abandon the old-fashioned linear idea about sales funnels you have in mind.
User Personas can be Vastly Different
In many representations, the customer journey is linear. It’s a simple path that leads customers to become vaguely aware of your company to a level where they become your brand advocates. But may not be as clear cut.
For many companies that sell software online, this lack of clarity creates a big problem. Since the only way to promote yourself online is by giving free content, such information websites become hubs of knowledge.
This means that over 90% of people who visit your website are not interested in buying per se. They can be converted, but that takes a lot of work. Moz.com, for instance, mentions its software in some informational articles, shows how it is being used, offers free webinars and free trials.
All that effort to convert a small fraction of readers into buyers. It may take months of reading articles and attending webinars to get to the free trial stage.
A smaller portion of people would research ten similar products before buying. They’ll go through the conventional stages of a sales funnel on a third-party review website, and then come asking for a trial.
Then there are professionals who don’t need to go through the lengthy funnel to buy. They ask their colleagues for advice and come to a particular website to buy.
Tailor your marketing and products for rendering the many types of experiences.
Customers Research More
Back in the days when the concept of a sales funnel just emerged, people didn’t have many sources to check and learn about a product. You could either buy a magazine or ask your friend for professional advice.
Now, you can just type “Is General Motors any good?” on Google, and you’ll be hit with millions of pages where enthusiasts critique GM cars down to the last bolt. You’ll even find a dozen people on YouTube who give you valuable advice about these cars while entertaining you.
No wonder 88% of customers research properly before making a purchase. The number of touchpoints is also higher, Google says. This means you face a much tougher challenge, as one negative review may lead to people leaving your website.
The solution? It’s tied to two other factors such as online reviews and influencers talking on social media.
Online Reviews Matter
84% of people trust online reviews as much as their own friends. It’s not about reviews like these, however.
Websites like Foursquare and Yelp, as well as Google and Facebook, allow people to write reviews on various products. Buyers trust buyers and other experts, and not the company, so it’s easy to imagine they would want to check a couple of the reviews before buying your product.
Catering to reviews on other websites is a form of customer acquisition. It’s also a form of public relations. Everybody can see how you react – or how you don’t – to bad customer reviews. Most people who want to buy from you definitely will.
You may think influencer marketing is just another new hot marketing technique, but it’s way bigger than that. In fact, the popularity of influencers may cause customer journey to change significantly.
When people conduct research on a product, very few go for a dry scientific analysis. On average, people won’t look for studies on a beauty product, rather they’ll look for a simple and direct user opinion.
A simple search reveals over 50,000 results for video reviews of a Maybelline bronzer. Even though most of these results are only somewhat relevant, customers can see dozens of influencers commenting on this product as well as similar ones.
A customer who looks for your product may not read the information on your website. They’ll find a reputable Instagram or YouTube persona, and take advice from them.
For many people, this is how they get introduced to a product. The journey through the better part of a sales funnel is made without your involvement.
Establish a presence on pages of key influencers. You can go for micro-influencers to reduce the cost.
Positive Reviews Matter More
On average, a happy customer tells nine friends about their experience. This may seem to be a good result, but with the power of Facebook and Twitter, it can turn out to be even better.
Now, the customer journey doesn’t have to stop at purchase. The next step can be promoting your product online. That’s something you can’t control with HR software and it’s not very reliable to measure. It surely pays, however.
Measure your Net Promoter Score and strive to make it higher. Cherish your most active fans.
Customer Devices Vary
All the crucial steps of a customer journey map can be experienced on different devices. If you don’t strive to perfect the technical part of the journey, the experience may be different from you want it to be.
More so, you want to tailor mobile and desktop experiences for different types of journeys. Mobile customers will need a faster loading interface and a different approach. It’s not as easy to look for specific things on mobile, so make sure you incorporate search or categorize the content.
Create experiences for each device, keeping the customer journey mapping strategy in mind. For desktop and mobile devices, they can be quite different.
Micro-moments Rule Everything
While some customers take months to research the market before buying, there are another set of buyers who make a decision instantly and buy impulsively on their phone.
Even if the purchase is not made online, many people look for a store nearby. 82% of people look up the store they’re in online before making a purchase, Google says.
Missing the key micro-moments can be deadly to your understanding of the customer journey.
Think through all the micro-moments the customer may need your business. Make sure your business pops up in local search and has good reviews among other things. Ensure that your company’s help desk software caters to potential customers as well.
Understanding Intent With Machine Learning
Google and Facebook can provide you with a huge amount of data, provided you listen. For instance, you can understand your customers’ intent by analyzing the queries they raise to find your business.
This helps you to learn what customers want and the first steps of the customer journey. As a result, you can plan for the way forward more diligently. But you can’t do that on your own. This is why Google names Big Data and machine learning as the next steps for understanding customers.
Look for ways to incorporate machine learning into your business. At the lower level, it can be pretty affordable these days.
The Bottom Line
Customer journey framework is not as clear cut as you might have thought. It’s not entirely difficult to understand either. If you make little changes and upgrades to your understanding of how customers interact with your product, you can achieve success. The most important insight is that each customer has a unique journey.
It’s true that managing a website is not just about updating content every single day; rather it is all about improving its performance by optimizing quite a few variables like conversion rate, visitor count, search engine ranking, bounce rate etc.
There is no denying that luring the attention of your audience through all the noise and innumerable distractions isn’t easy at all. And, once you have a person’s attention, it is tough to keep up. Experts vouch for a collaboration of a visually enticing website, great content, and responsive platform to lure and convert prospects into visitors.
It has been observed that higher bounce rate is a common problem for many and a sure sign that your website needs urgent attention. Since traffic and rankings don’t matter when the prospects fail to turn into customers, one can’t ignore the ‘bounce rates’ as it helps to understand if a brand resonates with the visitors or not. But before we hit the live chat notch, it is important to understand what is bounce rate in the first place.
What is Bounce Rate?
Have you noticed the bounce rate section in your Google Analytics account? Well, if you see that metric increasing, then it is a problem.
When the bounce rate increases at your website, it means that people leaving your website after viewing one page. So, basically you get to view the percentage of online visitors who decide to leave without viewing your website or do not engage with your web page that reaps results for your business.
However, we need to make a note when tracking the bounce rate of a website – It is not a measurement of how long a user stays on one of your pages. So, it is not the time but the visits that the Google Analytics calculate.
It indicates that your website failed to:
Provide relevant content
Provide instant help
Meet user expectation
*Note: Increased bounce rate can also indicate that you may not be attracting the right audience to your website.
Tricks to Reduce Bounce Rate
There are a few tricks in the bag that can help you to reduce bounce rate effectively. Let’s browse through some of them in this section.
#1: Content Readability
Avoid adding chunks of content on your website. This may put your visitors in a bad mood and prompts them to leave their website. So, whether it is your blog, landing page or an informational page where you accumulate all the FAQs, try not adding too much content.
#2: User Experience
Another thing that website builders should avoid is adding irrelevant popups to their pages. Well, there was a point where popups made a lot of difference to the marketing strategies and brought in potential leads for a business, but not anymore.
What’s more, visitors may find your idea of pushing other products to them as a marketing gimmick. You clearly need to stay away from it. Build smart and delightful user experience for your visitors so they feel compelled to make a purchase.
Even if you plan to add popups to your website, make sure they:
Reflect the voice of a specific landing page
Consists of relevant content
Have a CTA button that makes the visitor jump into action
Although mobile support is very much a part of the user experience, still it is counted as one of the effective individual tricks that help businesses avoid bounce rate and also boost conversion.
Make sure that you build a mobile app for your target audience. It will help them reach to you faster. Plus, the app should be fast and avoid as many glitches as possible to build a smooth experience for users.
Another aspect that you should work on is instant support.
Imagine this: one of your visitors have landed upon a 404 page. Now they don’t know whether the product page they’ve found during their search actually exists or not. Problem here is you do not get to redirect them to the right page that can help you complete the sales process. Plus, you had no means to approach them proactively and let them know where they can find the product.
This situation leads to only one outcome, a potential customer leaving your website because they couldn’t find the required product for their use. Such situations too increase your website bounce rate.
How to Create & Install Live Chat to Your Website in Under 5 Mins - YouTube
With a live chat software on your website, you can help visitors reach the right page in case they come across a 404 page error.
Just add a chat trigger to an error page. Set a condition that in case a visitor stays on the 404 error page for long, a chat window should pop up asking the visitor if they were looking for the following product URL.
Doing so allows you to:
Lead your visitors to the right page
Reduce bounce rate
Boost your conversions
How Can Live Chat Further Reduce Bounce Rate for Your Website
Your website gets to see too many visitors in a day. And, many of them leave your website without browsing it further. There can be various issues which may compel them to leave your site. However, you have one tool to stop them from exiting your website – live chat.
There are various situations where live chat can help you stop visitors and prompt them to engage with your brand further, besides the 404 error page. Let’s take a look at them
Lack of Information
Sometimes when visitors view your web pages, they feel as if the information they came looking for is missing. This is one of the reasons why people switch to another URL, because they cannot get access to the information they need.
That’s where a live chat can help you out. You can monitor the visitor’s behavior on the website, understand in case they may exit your website, and initiate a proactive chat to help them find what they were looking for.
Struggling visitors is a category of people who may not be clear with what they want, where to find it, and should they buy what they’ve found. Your operator’s skills are challenged to the limit that they may find it confusing as to how to manage such a customer.
But this is where using live chat can help you out.
Once you get a live chat onboard, make sure you integrate it with tools like customer relationship management (CRM) software. With such a powerful integration, you can capture visitor details, store their previous chat transcripts, and understand their next purchase intent. Such information helps your operators to understand the visitor better and what may be the best solution to put forward when trying to pitch the idea of a product that the customer may buy.
Note: Visitors shouldn’t get the impression that an idea is being sold to them. Operator should learn how to stem an idea in the minds of the visitors that it was their intent to buy a product and they haven’t fallen for a marketing approach.
Lack of Help on Every Page
One sign of relief for every visitor is to see a live chat button on the website. However, adding it to just one page or specific landing pages that help you boost conversions isn’t the right approach.
Make sure help is available on all the live pages of your website. You customers can easily lost track of why they even landed on a website page. Instant interaction using a live chat is the perfect way to ensure visitors that no matter which page they land, help is always on the way.
Adding help on every page can help you reduce bounce rate on your website. However, you need to make sure that for specific pages you set rules for your chat tool. Where you know the customer may browse for long, add proactive chat support. Such a chat will be initiated based on the visitor’s behavior and how long they stay on a page.
You can also set chat triggers on your website pages. Here you need to set a rule that the window will pop up in case a visitor has spent a specific amount of time on a page. Both proactive chat and chat triggers tend to provide instant support to visitors and keep them engaged with a brand.
We’ve seen how the use of live chat helps your website reduce bounce rate. Now, let’s take a look at how it can help you boost conversions for your business.
How to Boost Conversions With Live Chat Support Tool
Over the years, we have seen various strategies that help a business boost their conversion rate effectively. But lately, live chat has caught up with all of them. And if anything, live chat is proving to be more effective than the strategies previously used.
In short, the use of live chat software has outranked other sources of communication. That’s because people like getting access to an ability that allows them to get their questions resolved instantly.
Study also reveals that the use of live chat for conversion helps a business to increase its leads by an average of 40%. And do note, it is just an average figure.
Understand this, live chat for website allows a business to support the prospects and customers in the right way. In fact, industry insiders are of the view that live chat for customer support is a better choice as it allows you to learn what the target audience wants, and increase sales.
Now, let’s see what features of a live chat help you boost your website conversion rate by up to 45% in the first place.
1. Chat Box Icon
Okay, there is no doubt that chat boxes on all the websites look pretty much the same. But what really sets them apart, is the kind of message they offer to people who come across them.
For instance, ever noticed the chat box icon by Facebook messenger?
The chat bubble shows a small thunder sign that signifies speed. That means, people using the chat option will be able to connect with others faster than other options of communication.
Other than that, you also must have noticed that some websites do not have a chat bubble, but a box with a personal message. Such aspects prompt people visiting your website to initiate a conversation, your business gets the opportunity to engage people in real time.
What’s more, when a website has a face attached to it, customers feel guided as their queries are taken care of and ensure that they stay. So make sure that the moment your visitor starts a chat, they get to see who they are having a conversation with in the first place.
2. Chat Protocol
Having a live chat at your website is not the only thing you need to do to see a boost in conversions. If you plan to use a live chat on your website, work on building a protocol that is applicable for all your operators. It is important to have a chat protocol. It will allow your operators to provide similar support experience to all visitors and customers.
So, what all you need to do when building a chat protocol for your support team?
Set personalized greetings
Set greeting messages for all your operators to help them build a personal rapport with visitors and customers. With a personal message pop up, operators can easily catch a visitor’s attention. Visitors will also get the impression that the brand cares and was capable to reach them with a proactive approach. This will put the visitor’s mind in to gear and prompt them to stay engaged with the brand, thus helping a business convert visitors into customers.
Create message templates
By message template I mean, canned responses. No doubt, customers tend to ask some questions frequently. So, why not create message templates for such customers?
By creating such templates, you help your operators give prompt answers, maintain answer quality, and keep visitors engaged with the brand.
Set response time limit
For visitors to convert at your website, you need to make sure that your operators send responses fast and without fail instantly. So, set a time limit for them to provide answers to visitors in the first place. This will allow you to maintain your average response time and at the same time delight your visitors with your prompt service.
3. Chat Routing
There is a possibility that visitors at times reach the wrong department with their questions. This can result in:
Providing late resolution
Lack of quality resolution
Less engaged visitors
Clearly, you shouldn’t miss out on prospective customers just because they ended up reaching the wrong department. But this is how you need to use live chat to maintain your conversion rate and keep visitors delighted with your service.
4. Automatic Routing
Automatic routing isn’t that difficult. All you have to do is make use of the pre-chat form feature correctly. Add more fields like which department would they like to get in touch with. It will help visitors get instant answer, better resolution, and better support experience.
5. Manual Routing
Manual routing is possible in case you haven’t set more fields in your pre-chat form. However, manual routing is also true in case a visitor had one question from the support team and one from the accounts team. So once the support team resolves the issue for the visitor, they can route them manually to the accounts department so they can receive instant resolution.
Understand this, routing is an important aspect of the conversion cycle when using a live chat. If you do not route your visitors to the right department at the right time, your operators will lose the opportunity to convert them into sales.
Live Chat: The Best Conversion Tool For Your Website
Live chat for website should be treated as an important link in the customer service chain that allows a business to connect with clients and goes beyond just resolving queries or answering questions. If used strategically, live chat can enact the role of a promotional channel that strengthens loyalty.
Other than that, live chat can boost conversion on a website by constantly engaging people on the website. At the same time, it will lower the existing bounce rate, thus giving your business the opportunity to reach the target audience effectively.
Now, let’s take a look at some of the frequently asked questions that people ask when they view live chat as a conversion tool.
Q. How can live chat help me stop visitors leaving the website in case they land on 404 page?
You can simply add a chat trigger on that page. Just add a condition that if a visitor stay on a 404 page for more than 5 seconds, the chat should popup asking them if this is the URL they are searching for. This is a great way to redirect them to the right page and complete a sale.
Q. How can live chat help me boost lead generation?
Simply add a pre-chat form to your chat window. So once a visitor initiates a chat on your website, they will have to complete the form, fill in their details. That way you can create a potential lead for your business.
Q. How can I boost conversions with live chat when offline?
When you are offline, you can let your visitors find answers through live chat by integrating it with a platform like knowledge base software. All the articles related to the page can be found in the chat window once you integrate your live chat with knowledge base.
Q. How can I learn whether I am getting quality leads for my business?
It is crucial for a business to know whether they are getting quality leads or not. Live chat not only allows you to collect leads and convert them into sales opportunity, but also helps your operators to filter them as possible customers. Just integrate your live chat with a powerful CRM platform and you can automatically send quality leads to the system that your business can approach later.
If you want the right answers, ask the right questions. But what exactly are the RIGHT questions? In this article, we tell you just that. To make your survey design process easier, we have compiled a comprehensive survey question bank that covers the most basic questions to the most detailed ones across industries. Not just the questions, we’ve also handled how to collect those right answers. Understanding your audience has never been easier.
Customer surveys are used to gather insights from the customer about the product, service, and the whole sales process in general. Customer survey questions are tricky as it is often difficult to identify what exactly you want from the customers. In this section, we have covered sample survey questions for customer satisfaction and customer feedback. You can use these survey question examples as they are or frame your questions in a similar way.
Customer Satisfaction Survey Question Examples
Customer satisfaction survey questions are centered around how satisfied the customer is with the product and the company. You can frame the standard customer satisfaction survey questions for your feedback forms using these sample customer satisfaction survey questions.
How satisfied were you with the way our operator handled your problem?
Was your issue resolved promptly?
Were you able to locate products/services/information without assistance?
Are you happy with your shipping options?
Did the product arrive on time?
Did the product meet your expectations?
Does our product offer value for money? Please rate.
What made you choose us over the competition?
Would you recommend our products or services? Why or why not?
If you could change just one thing about our product or service, what would it be?
Customer Feedback Survey Question Examples
Customer feedback surveys are targeted towards the most recent transaction a customer has with the brand. Take a look at how your customer service survey questions should ideally be framed.
Did we meet your expectations?
How would you rate your interaction with our employees?
Did you have any difficulties finding the product you were looking for?
Did you find the sales process too long or tiring?
What can we do to make future transactions easier?
Did you feel comfortable shopping with us?
What products or services do you wish we carried?
How could we have exceeded your expectations?
Is there anything else you would like to tell us regarding your experience?
Have you used or visited our website?
Was the website easy to use?
What would you change about our website?
What were you using before you found us?
What did you like about the previous product/service(s)?
What caused you to leave?
What does our business do better?
Is there anything you miss about the previous product/service(s)?
What problem were you trying to solve when you initially came across our product or service?
Quantitative Survey Questions
Quantitative survey questions are used to get quantifiable data on key evaluation metrics. In this section, we will be discussing
Customer Effort Score
Net Promoter Score
Customer Effort Score
Customer Effort Score (CES) is a powerful metric to measure the effort put in by customers when they complete a transaction with you. Similar to Net Promoter Score, CES is also one question metric and can be used in conjunction with NPS and CSAT to get better insights into the customers’ mind. Typical CES questions are like this:
To what extent would you agree with the following: Completing my order was easy?
How easy or difficult was it for your question or problem to be resolved?
Net Promoter Score
Net Promoter Score (NPS) is an industry-wide recognized metric that is used to measure customer loyalty. The best part about NPS is that it helps you evaluate and measure customer loyalty through just a single question. Dubbed “The one question you need to ask”, the NPS question is framed as:
How likely are you to recommend this product/service to a friend or colleague?
Here’s a quick video on What is NPS and Why Businesses Use It?
What Is Net Promoter Score (NPS) and Why Businesses Use It? - YouTube
#2 Human Resource Survey Questions
Human resource survey question examples primarily deal with the questions related to employee engagement, satisfaction, and training & development. Use these sample employee survey questions as a base for your employee survey questions.
Employee Engagement Survey Question Examples
Employee engagement survey questions are aimed at identifying the level of involvement an employee has within the organization. You can frame your employee engagement survey around the following questions.
What would you like to change about your job/workplace?
What’s your favorite thing about your job/workplace?
What is the company’s greatest weakness?
What is the company’s greatest strength?
Do you see your career developing in this company?
How challenging or exciting do you find your work to be?
Do you feel valued by your manager?
Do you trust other members of your team?
Do you have all the resources you need to do your job well?
Do you feel that your contribution is recognized?
Would you recommend your friends to work here?
Do you have a clear understanding of your career or promotion path?
How would you rate your work-life balance?
Hypothetically, if you were to quit tomorrow, what would your reason be?
If you were given the chance, would you reapply to your current job?
Employee Evaluation Survey Question Examples
Employee evaluation surveys are aimed at identifying the strengths and weaknesses of an employee. Given below are examples of survey questions for your employee evaluation survey.
What accomplishments on this job are you most proud of?
Which goals did you meet? Which goals fell short?
What motivates you to get your job done?
What can we do to make your job more enjoyable?
In what conditions are you most productive?
What personal strengths do you have that help you do your job effectively?
What makes you the best fit for your position?
What skills do you have that you think could use more effectively within the company?
What kind of work comes easiest to you?
What 2-3 things will you focus on in the future to help you grow and develop?
How can the company help you better meet your goals?
Which job responsibilities/tasks do you enjoy most?
Which roles do you least enjoy?
How do you think your role helps the company succeed?
What do you like least about your current role? What would you change?
What do you like most about working for this company?
What are your most important goals for the next quarter?
What do you want your next position at this company to be? How would your responsibilities change?
What professional growth opportunities would you like to explore in order to get there?
What type of career growth is most important to you?
How do you prefer to receive feedback and/or recognition for your work?
What can we do to improve our manager-employee relationship?
Job Satisfaction Survey Question Examples
Job satisfaction surveys or as they are also known as, employee satisfaction surveys are used to gauge the morale of employees. Employee satisfaction survey questions need to be framed around how the employee feels regarding the job and workplace environment.
Is there a clear understanding of the goals set by the organization?
Are you clear on what your role demands in meeting the company objectives?
Do you believe there is an opportunity for individual growth and development within the company?
Do you see yourself working for the same organization in the next 2 years?
Are you satisfied with your job overall?
How would you rate the team culture?
Does your team provide you support at work whenever needed?
If something unusual comes up, do you know who to go to for a solution?
Do you have all the resources and tools you need to perform your duties well?
Do your seniors/managers encourage you to do your best?
Do you feel you are rewarded for your dedication and commitment towards the work?
Do you feel that your superiors value your opinions?
Do you feel there is a scope for personal growth such as skill enhancement?
Does the management involve you while taking leadership related decisions?
Do you think you are valued by your manager?
Do you think you go beyond your limits to fulfill a task?
Do you think you have had enough training to solve customer issues?
Do you think your personal time is respected by the management?
Do you think the environment here helps you maintain a work-life balance?
Does your job cause unreasonable stress to you?
Do you think the organization has fair policies for promotion for all employees?
Do you find your job meaningful?
Training Evaluation Survey Question Examples
Training survey questions are focused on employee training and development activities. The ideal questions to use in training surveys are shown below.
Were the objectives of the training well defined?
Was participation and interaction encouraged?
Were the topics covered relevant to you?
Was the training material well organized and easy to follow?
How useful was the training material or session to you?
Was the trainer knowledgeable about the subject at hand?
Was the trainer well prepared?
Did the training meet its objectives?
Was the time allocated sufficient to cover all topics?
How would you rate the facilities provided?
What did you like most about this training exercise?
What aspects of the training could be improved?
How do you hope to change your practice as a result of this training?
What additional training would you like to have in the future?
#3 Market Research Survey Questions
Market research is important when companies venture into new markets or are about to launch a new product or service. Market research survey questions include questions on demographics, previous buying behavior, and future expectations. In a market research survey try not to include too many questions about demographics and other sensitive information as that might be a limiting factor to many survey respondents.
What is your age?
What is your gender?
What is your education level?
Where do you live?
What is your profession?
What is your household size?
What are your biggest challenges?
What are your primary goals?
What is most important to you?
Where do you go for information?
How do you like to make purchases?
How likely are you to recommend our brand to a friend?
How long have you been a customer?
What problem do we solve for you?
How does our product/service fit into your daily workflow?
How well does our product/service meet your needs?
What do you wish the product/service had that it currently does not?
What do you like most/least about our product/service?
What made you choose us over our competitors?
How would you rate your last experience with us?
How did you find us?
Questions for Competitor Analysis
How is our brand doing compared to our competitors?
How do our competitors effectively attract customers?
How much website traffic do your competitors receive?
Which keywords are driving traffic to your competitors?
Which sources are driving traffic to your competitors?
How many inbound links do your competitors have?
What type of content is performing well for your competitors?
#4 Education Survey Questions
Education surveys are equally important for teachers and students. Collecting feedback from students and teachers can help improve school curriculum and environment. Check out the sample questions for student and education surveys below.
Student Survey Question Examples
Survey questions for students are centered around the students’ workload and its effect on the mind of a student.
How often does schoolwork keep you from getting enough sleep?
How often do you worry about school assignments?
Do you worry about getting into the college of your choice?
How many hours a day do you spend on homework?
Does the assigned homework help you learn the material?
How many hours a week do you spend participating in extracurricular activities?
What is the main reason you participate in extracurricular activities?
How much sleep do you typically get on a weeknight? On weekends?
Where do you typically keep your phone when you go to sleep at night?
To what extent are you confident in your ability to cope with stress?
In the past month, how often have you experienced exhaustion, difficulty sleeping, or headaches?
How often do you try as hard as you can in school?
How often do you enjoy your schoolwork?
How often do you find your schoolwork valuable?
Do your teachers value and listen to students’ ideas?
Do your teachers treat students with respect?
Do you feel like you belong at this school?
Do you feel that other students at this school accept you for who you are?
How important is it to your parents/guardians that your schoolwork challenges you to think?
How much do your parents/guardians worry about you getting a bad grade in school?
Teacher Survey Question Examples
Survey questions for teachers should always center around the curriculum and the relationship of the teacher with the administration. The best survey questions for teachers are shown below.
Does the school administration care about you as an individual?
How fairly does the school leadership treat the staff?
At your school, how valuable are the available professional development opportunities?
Do you get inputs for your professional development opportunities?
How often do your school’s facilities need repairs?
How important is it for your school to hire more specialists to help students?
How respectful are the relationships between staff and students?
To what extent are you trusted to work in the way the administration thinks is the best?
At your school, how objectively is your performance assessed?
How effective is your school’s evaluation system at helping you improve?
Does the school staff collectively brainstorm to provide better learning experiences?
Does the school staff put in extra effort for students with disabilities?
Were you consulted before finalizing the curriculum for the students?
Pre-event survey questions are set keeping in mind the future arrangements you intend to make for your event.
How did you hear about the event?
When are you arriving?
Which social platform do you prefer?
How do you feel about the location of the event?
What are you hoping to get out of the event?
Have you attended this event before?
What speakers are you looking forward to most?
Is there any event information that you couldn’t find or access easily?
Do you have any special needs or disabilities that we can help accommodate?
Do you have any food allergies or specific dietary needs?
Post-event Survey Question Examples
Frame your post-event survey questions around the insights you require from your attendees regarding the organization, facilities, and recommendations for future events.
How satisfied were you with the event?
What did you like most about the event?
What did you like least about the event?
How likely are you to attend one of our events in the future?
How likely are you to recommend our events to a friend?
In your opinion, did the event meet the objectives it set in the beginning?
Which topics/activities would you like to see covered at future conferences/events?
Was the event staff friendly?
Did you get all the information regarding the event beforehand?
Was the event too long, too short, or just rightly timed?
#6 Healthcare Survey Questions
Health care surveys mainly include patient satisfaction survey questions, hospital employee surveys, and other surveys regarding confidential patient information. We’ve covered the ideal questions to ask in a patient satisfaction survey below.
How can we improve our services?
Was it easy to make an appointment?
Were you pleased with the check-in process?
Were you pleased with the check-out process?
Were you attended to in a timely manner?
How do you rate the staff that worked to care for you?
How much concern did the care provider show for your questions or worries?
During your most recent visit, did this care provider listen carefully to you?
Rate the friendliness/courtesy of the care provider.
Would you recommend our hospital to a family member or friend?
Are you currently covered under a health insurance plan?
How often did you receive conflicting information from different medical care professionals at this hospital?
How satisfied were you with the medical and other facilities available to you?
Did the hospital staff follow adequate medical safety procedures during the treatment process?
#7 Non-Profit Survey Questions
Non-profit organizations cover a large network of donors, volunteers, and other staff. Surveys for non-profit organizations can cover fundraising events, volunteer feedback and so on. Good survey questions examples for nonprofits are shown below.
Volunteer Feedback Survey Question Examples
How much of an impact do you feel your work here has had?
How convenient were the volunteer training sessions?
Did you find the volunteer training sessions to be helpful?
How easy was it to get along with other volunteers?
Did you find the staff easy to get along with?
Do you feel appreciated by your supervisor?
How satisfied or dissatisfied are you with your association with our organization?
How likely are you to continue volunteering for our organization?
How many hours a month do you spend volunteering?
How likely are you to recommend this organization to a friend or colleague?
#8 How to Gather Feedback
Now that we’ve covered good survey questions to ask in an online survey, let us discuss the various methods of feedback collection. Online survey maker tools have made it possible to share your surveys and questionnaires across a plethora of channels. Some of..
Data is the new oil. It is essential to the running of a business, and every company wants more of it. The influence of data collection can be seen in our day-to-day lives. Be it your ad recommendations, shopping recommendations, and so on. But just how much data is too much data in the hands of a company?
To learn this, we got in touch with reputed consultant and social media expert Shonali Burke. She is the CEO and founding member of Shonali Burke Consulting Inc. and has over 20 years of experience in branding and marketing. Here’s what she had to say on the Personalization vs. Privacy debate.
#Q1 How Has the Privacy Paradox Changed the Way Marketers Approach Personalization?
I think the privacy paradox is starting to change the way marketers think about personalization, but I’m not sure best practice adoption is widespread yet.
I love data; you can do amazing things if you use it wisely, and I’ve been an advocate for making data-driven decisions for a long time. Particularly as AI is becoming more and more widespread, the ability to analyze and direct data is going to become more critical in business.
But what we also need to remember is that masses of data points are multiple connection points between us, and people like us and too often, marketers forget that.
So running after, and amassing as much data as possible, without making sure we’re keeping customers’ interests at heart – which should be our guiding light, always – is about the worst thing we can do.
#Q2 How Can Companies Strike the Right Balance Between Offering Personalized Services and Getting Too Close for Comfort? (have people started taking their right to privacy less seriously in exchange for the convenience that personalized campaigns provide? How do personalization and local marketing affect customers’ buying behavior?)
I don’t think people have started taking their right to privacy less seriously.
If anything, what I see among my non-marketer friends is that they are even more particular about what they share online, who they share it with, and so on.
And when they do share, they do so with companies and brands they trust.
So I think the key is to be as transparent as possible. Be absolutely clear with your customers as to what kind of personal data is being asked for, and why. If you’re not up front with them, why should they trust you with their attention, time, and data?
#Q3 What Kind of Data Should a Company Acquire for Personalization?
Only what is absolutely necessary.
At the end of the day, a company’s goal should be to make its customers’ lives better via the delivery of its product or service.
What data will help it do that? That’s the only data it really needs.
#Q4 Companies CAN Collect All Kinds of Data, but Do Consumers and Companies Need to Come to an Understanding of Whether They SHOULD Collect All Data?
I have yet to come across the organization that needs to collect “all” data.
So I think this comes back to companies being very clear with customers about which data they actually need, and why.
Will they use it to innovate new products and services, improve the quality of their offering, or provide exceptional content?
Or are they asking for it in order to share it further with marketing partners? (which is often unavoidable, but if it seems to be the primary reason, then it feels a bit icky)
I do think the onus is on the company to initiate this, as they are the ones asking customers to give them their information.
#Q5 How Do You Get the Customer to Trust You with All of Their Data?
You’ve used the keyword here: trust. Trust is paramount to the customer trusting you with the relevant (not “all”) data.
As I said earlier, be very transparent about why you need it, what you’re going to do with it, and how, at any point, customers can limit the usage of their data.
#Q6 What Major Changes Have You Noticed in Customer Behavior Ever Since the Breakout of Cambridge Analytica and Similar Scandals?
I think there is, in general, greater awareness of the fact that we are all, in essence, bundles of data points for companies and it’s an uncomfortable feeling.
But when personalization works, then it does make life easier. And I think more and more people are becoming accepting of, and ok with this.
As I said earlier, I also see greater awareness of what we’re sharing online, as well as our fundamental human right to be treated with respect…not as if we’re just a bundle of data points.
So I think people are speaking up more when they feel their privacy, or rights, are being infringed upon. And that’s a good thing.
#Q7 Has There Been a Significant Change in Customer View on Privacy Post the GDPR Norms?
I think GDPR was a boon to the industry. Because even though it regulates data privacy across Europe, it forced a lot of companies in the U.S. and elsewhere to look at their own privacy practices, and be more transparent with customers.
And it’s made customers more aware of privacy practices (or the lack thereof). So even if they’re not experts, they at least know the right questions to ask, and don’t feel hesitant to do so.
Data collection should only be centered around the interests of the customer.
Transparency is the key to maintaining the balance between personalization and privacy.
A company’s goal should be to make its customers’ lives better via the delivery of its product or service.
Trust is paramount to the customer trusting you with the relevant (not “all”) data.
Companies need to remember that customers are not just data points, but are humans who have the right to privacy. Companies need to work towards ensuring that this fundamental human right is not exploited in any way.
Do you have a customer retention strategy? If not, your business may be at risk. Companies focus on customer acquisition strategies, since increasing your customer count is the lifeblood of your business. But, customer acquisition won’t help, if you are unable to retain customers.
The cost to acquire customers can be very high, especially if your product or service is expensive. Cost to retain customers, however, can be much lower if done right. Building customer loyalty implies you can sell multiple products and services to the same customer over a period of time.
eMarketer states In a November 2018 –Retail TouchPoints survey, retailers’ spending on acquisition and retention weren’t radically different on the surface. Most budgets for both tactics hovered in the 10-40% range, but nearly three times as many retailers allocated 50% or more to acquisition.
In the retail space, companies use a variety of strategies to retain customers. Discounts, free shipping, and loyalty points rule the list.
Dig in to learn a few more strategies, irrespective of the industry you are a part of.
Understand Customer Retention
Let’s first get a definition of customer retention. According to the Growth Marketing Conference, customer retention “[…] refers to efforts by a business to keep customers from defecting.”
It’s as simple as not allowing your customers to leave and switch to the other brand.
According to Oracle’s 2013 Commerce Trends survey, 42% of respondents say customer retention is a top metric by which they measure success. Needless to say, it is one of the most important metrics for your business to consider when you plan your marketing, loyalty programs, and sales processes.
Keep an eye on Your Business Lifecycle
Your customer retention strategy depends on the lifecycle of your business. If you are a brand new business, you will focus most of your marketing and sales efforts on customer acquisition.
All you want to focus on at this stage is growing your customer base. As your base grows, customer acquisition will become more costly as your target market begins to saturate. At this stage, you need to practice customer retention tactics so that you gain maximum revenue for your existing customer base.
Why is the shift from customer acquisition to customer retention important? See this chart below from Shopify to learn more about this:
Here we talk about two stores: one retains customers at 5% and the other store retains customers at 10%. While the growth rate starts off the same up to 20 months, the store that retains 10% begins to grow exponentially since that store sees more repeat sales from their existing customers versus the one trying to acquire new customers.
Ask Questions Through Customer Interviews
Sometimes it is worth knowing your customers one-on-one so that you can understand their true motivations to stay loyal. These type of customer interviews are usually led by your research team, but sometimes your marketing or sales team can step in as well. You should interview some of your premium customers to see what brings them back to your company or brand.
A key benefit of such customer interviews is that you can get detailed feedback on your product. This feedback can enhance the customer experience, which ultimately leads to higher customer retention for your company.
When you conduct customer interviews, ensure you have a script of questions to ask and an easy-to-use meeting template to ensure you capture all the meeting minutes and action items from the interview.
Use Personalized Marketing & Promotional Messages
Even if you can’t get to know each of your customers personally, you can use technology to be more personal with your existing customers. Nothing shows a customer you care more than a personalized message, which leads to higher customer loyalty over time.
If you are running an ecommerce business, you will have troves of data on customer buying behavior, and you can recommend products they might like based on their previous purchases. More the data you gather about your customers, more targeted will be your emails and notifications.
This results in customers feeling like they are being taken care of. This is in stark contrast to outbound customer acquisition strategies where you need to test different marketing messages to see what “sticks” with your target audience.
Amazon is a great example of a company sending personalized marketing messages:
From personalized onsite content to personalized emails and offers, Amazon delivers dynamic, data-powered messaging in real-time. – Lilach Bullock, Forbes
Similar to shopping at a brick & mortar store, sometimes you browse Amazon and end up buying products you did not intend to buy in the first place. This is great news for Amazon, since they are getting more sales from you as a repeat customer, and it all started with personalizing recommendations for you.
Educate With Content Marketing
Running a B2B business implies you have probably invested quite a bit in content marketing.
Not only is this customer retention strategy good for customer acquisition, but also it has benefits for search engine optimization. More importantly, content marketing helps explain the benefit of your new features and products you are adding to your company.
One of the most powerful forms of content marketing is a case study. When your existing customers see a case study from a reputable company, they will feel more compelled to stay loyal to your brand.
You can store all this content in a “customer resource center” so that existing customers have one place to go and learn about your products and services.
Here is an example of a great resource center from Intuit meant for their enterprise customers:
In a Nutshell
While there are countless other strategies you can use to build your customer retention program, focusing on the tips above will get your company very far along with building successful and best customer retention strategies. The common theme among all these tips is: talk to your customer.
Customer retention involves deeply knowing your customers so that you can create the right products, offer the relevant content, and send targeted marketing communications. This way your customer engages with your brand over a long period of time. Developing the right strategy takes time, and is a concerted effort that takes into account your customer support, marketing, and sales teams.
Knowing the lifecycle stage of your business is imperative for understanding how much to invest in customer retention over customer acquisition. As your business grows and matures, you will begin witnessing the shift to customer retention.
Live chat for sales has become a lot more popular among customers. And, why not?
A live chat software is known to promote:
In short, live chat encourages best practices in customer service industry that makes it one of the best media to interact with a brand hassle-free.
It is said that “77% of customers won’t make a purchase on a website that doesn’t offer live chat!” This data also implies that people would most likely purchase from a brand that offers live chat for customer service.
Question is, does the use of live chat for sales is the only aspect that makes a customer purchase from a brand? Probably not!
Your operators should also implement live chat best practices that prompts a visitor to convert into a buying customer.
That said, using live chat for sales can help you drive results for your business. Except, it isn’t as simple as installing a live chat on your website, and calling it a day. In this blog post, we will share 10 live chat best practices that will help you make the most out of your live chat system, and drive more customer satisfaction and revenue. Read on to find out more!
To drive more sales for your brand, it is important for you to be equipped with online live chat best practices. Let’s dive into studying some of the best practices for live chat in detail:
1. Show Support Rep Names & Photos
Top on our list of live chat best practices? Display the names and photos of your support representatives on your live chat widget. The rationale behind this is that it helps to humanize your brand and demonstrate brand authenticity.
Fun fact: customers say that authenticity is one of the top qualities that would attract them to a brand. Trust us… it’s much easier to build rapport and win over your customers when they’re not talking to a nameless, faceless person!
2. Adopt a Conversational Tone
Now, while it’s important to convey a sense of professionalism during a live chat conversation with a customer, the software is obviously a more informal channel than phone support or email support. Bearing this in mind, it makes sense to adopt a conversational tone, and speak to your customers in a relaxed and friendly manner. That’s the next on our list of live chat best practices.
Here are a few negative examples:
Welcome to BRAND’S live chat support. How may I assist you?
You’ve arrived on BRAND’S website. If you need assistance, please start typing in the chat box.
Should you want to learn more about BRAND, start typing in the chat box. Our support reps are on standby, and ready to assist.
And a positive example:
Hello! How can I help you?
Got a question? Start typing here!
Want to learn more about BRAND? Hit us with your questions!
3. State Your Availability Clearly on Your Live Chat Widget
Ideally speaking, you should be offering live chat 24/7. In real life, this might not be possible though – especially if you’re a startup or a small business working with limited resources. If that’s the case, make sure that you state your availability clearly on your live chat widget, so that you don’t just leave your customers hanging.
Here’s an example: Oops! We’re currently offline. Our live chat is available from 9am to 5pm. Please check back then, or email us at email@example.com. We reply to all emails within 24 hours.
4. Respond Quickly During Working Hours
Here’s the thing: live chat only works when you get to speak with someone almost immediately. If a customer logs onto a company’s live chat, only to realize they have to wait for 15 minutes before they can get connected to an agent, you can see how this might be pretty frustrating.
Bearing this in mind, allocate your manpower accordingly, and make sure that you always have enough support staff to power your live chat. If you find that certain times of day (eg 5pm to 6pm) tend to be busier than others, then get more hands on deck during these peak periods. If you need to scale up your support, consider hiring freelance contractors from platforms such as Upwork.com.
5. Train Your Support Reps Properly
Let’s say, a customer is connected to your live chat agent, but that novice agent isn’t very knowledgeable. So he ends up relaying every single question asked by the customer to his manager, which surely doesn’t give your customer a great experience.
To avoid this, be sure to train your support reps properly. Compile a manual with the most common questions and answers for new reps in your team. You might also want to go through a couple of roleplays with new reps first – this helps you ensure that they’re ready to answer questions before you let them face your actual customers.
6. Automatically Pop up Your Live Chat
When you set up your live chat widget, you’ll be able to configure it to pop up automatically (instead of waiting for a customer to click on it). Not all of your customers will notice the live chat icon at the corner of the screen, so doing this is a great way of catching your customers’ attention, and starting a conversation with them.
7. Offer Voice Call & Other Advanced Features
If you’re using live chat as a support channel (instead of live chat for sales), we recommend investing in a top-end live chat software tool that comes with voice call, video call, remote co-browsing, screen sharing, and more options. These features help you power up your live chat, and makes it easier for you to resolve your customer’s problems.
For instance, if your customer is facing a particularly complex/technical issue, it might be hard for them to describe their problem to you over chat. In these situations, it’s much simpler for you to use a co-browse feature to see and interact with your customer’s screen.
8. Send a Follow-up Message
Next on our list of live chat customer service best practices is… sending a follow-up message! You would have witnessed how sales reps always follow up with an email after they’ve connected with a lead? Well, your support reps should do the exact same thing.
If you’re wondering what this email should say, it can simply contain a brief recap of the problem discussed and the solution offered. At the end of the email, remember to ask your customers to rate their satisfaction with the support they received, so you can track and improve upon your customer service efforts.
9. Connect Your Live Chat With Your CRM Tool
Most live chat software come with plenty of integrations; here, you’ll want to look out for a tool that integrates with the CRM you’re using. Why is this important? Well, if your live chat integrates with your CRM, then your data will sync automatically, and you’ll save your support reps the hassle of copying their notes over to update the CRM. This helps boost productivity, and allows your reps to attend to more customers within a shorter period of time.
10. Track Key Metrics & KPIs
Last but not least, track all your live chat-related metrics, so that you can measure and optimize your team’s performance. These metrics include:
Average wait time
Average chat duration
Total number of chats per day
Customer satisfaction by agent
First contact resolution rate
The vast majority of live chat tools come with in-built analytics and tracking, and some even allow you to generate custom reports with a click of a button. All you have to do is to block out a few hours to analyze these stats every month, then come up with strategies to fine-tune your current customer support efforts.
Why Implement Live Chat Best Practices?
How to Create & Install Live Chat to Your Website in Under 5 Mins - YouTube
Now that you are aware of various live chat best practices for customer service, it is time to reflect and understand why they need to be implemented in the first place.
Your business cannot survive alone on live chat. The software needs to be used in a way that helps your operators bring in more conversions for your business. Besides that, the right online live chat best practices, you can:
Connect with customers instantly
Learn more about their purchasing intent
Understand their pain-points
Customize service as per their needs
Build a delightful experience
Prompt them to reach your brand for the next delightful purchasing experience
With so many benefits, there is no reason for you to not implement best practices for customer service using a live chat software.
Now, let’s take a look at some of the frequently asked questions to help you follow live chat best practices easily.
Q. What are the important qualities to provide a good customer service?
Top three qualities that can build a good customer service experience are empathy, attentiveness, and clear communication.
Q. How can I handle angry customers using a live chat for customer service?
Always give the customer the time to describe their problem. Depending on the gravity of the issue, you will be able to conduct a conversation effectively. Also, human touch is important. So, never give them the impression that they are talking to a bot.
Q. How can I optimize live chat for personalized conversations?
You can use chat greetings to initiate a conversation with your visitors before they reach out to you with their problems. You may ask how will you know when the customer is about to approach the brand with their issues? For that, you can monitor their behavior at your website and learn whether they will approach you or not.
Q. How to use my live chat to build a seamless experience for customers?
For that, you need to make sure that the live chat in place is all about speed. It needs to be fast to receive and send messages. Quick responses that reflect you have a solution for your customers at any hour of the day can help you build a seamless experience for customers.
Customer service is a high-stakes game. Every company is competing for the same customers, and customer satisfaction is one of the main differentiators between success and failure.
Perhaps one of the greatest risks to company reputation today is that a single disgruntled customer has the power to disrupt your whole operation with the power of social media, which can amplify their complaints across the web.
For this reason, customer experience has become the key to business success.
We’ve compiled a list of 100+ customer service statistics and trends to help you provide delightful support experience.
Build a Delightful Customer Experience With These Customer Service Statistics
Access to trends and insights on customer experience is important for your brand to learn about the areas where you can improve your services and products. With this blog, we aim to help you do just that. Let’s take a look at the stats below.
Latest Customer Experience Trends
1. A customer experience promoter has a lifetime value to a company that’s 600 to 1,400% that of a detractor. – Bain
2. 46% of decision-makers in global contact centers expect their business to grow 5-10% in the next year, while 14% project a massive growth of more than 10%. – Forrester
3. Around 54% of all consumers globally say they have higher customer service expectations than they did just one year ago. – Microsoft
4. Worldwide, 67% of people believe that customer service as a whole is improving. – Microsoft
5. In 2017, 64% of customers in the United States connected with some form of customer service. – Statista
6. 52% of people around the globe believe that companies need to take action on feedback provided by their customers. – Microsoft
7. 81% of Americans report that businesses are either meeting or exceeding expectations when it comes to customer service. – American Express
8. 40% of all Americans believe that businesses have begun to better focus their attention on customer service. – American Express
9. 75% of brands report that they are measuring customer engagement, but cannot define what it is. – Kolsky
Takeaway: Customers today have higher expectations from brands. Due to this, we see many brands working day and night to improve customer experience with an intent to exceed their expectations with their services.
What Customers Think of CX
10. When it comes to making a purchase, 64% of people find customer experience more important than price. – Gartner
11. The majority (66%) of adults feel that valuing their time is the most important thing a company can do to provide them with good online customer experience. – Forrester
12. B2B decision makers felt the lack of speed in interactions with their suppliers is the number one pain point, mentioning twice as often as price. – Temkin Group
13. Feeling unappreciated is the #1 reason customers switch away from products and services. – NewVoiceMedia
Takeaway: Customers give more importance to the services and are ready to pay more for quality. They wish to avoid lack of speed when it comes to support interactions because it makes them feel unappreciated.
Customers Communication Statistics
14. Out of all customer service engagements around the world in 2017, 52% began online. – Microsoft
15. 67% of customer service interactions can be handled by a dedicated community of core customers. – Kolsky
16. 90% of consumers expect an online portal for customer service. – Microsoft
17. 88% of consumers are influenced by online customer service reviews when making a buying decision. – Dimensional Search
18. 68% of consumers say that a brand’s perception becomes positive when companies send proactive customer service notifications to them. – Microsoft
19. 86% of millennials say they are influenced by negative reviews when purchasing a product or service. – Dimensional Research
20. 23% of consumers seek face-to-face interactions for complicated customer service issues like troubleshooting. – American Express
21. 57% of customers would rather contact companies via digital media such as email than use voice-based customer support. – Ameyo
22. For more complicated interactions, such as payment disputes, 40% of customers prefer talking to a real person over the phone. – American Express
23. 74% of Americans have used the landline to contact customer service. – Microsoft
24. Globally, only 5% of customer service interactions begin with a face-to-face meeting.
25. 79% among millennials are more inclined to buy from brands that have a mobile-responsive customer support portal. – Microsoft
26. Nearly 1/3 of customers report sending an SMS/text message to the company requesting assistance. – Forrester
27. One-third of all customers use their mobile device to initiate contact with customer service. – Microsoft
28. 29% of global companies prefer smartphones and mobile devices to traditional computers due to mobility. – Kolsky
29. 66% of consumers have used at least 3 different communication channels to contact customer service. – Microsoft
30. 33% of customers have contacted a company through Facebook or similar social channels. – Forrester
Takeaway: Customers instant engagement with a brand and expect the organization to provide online support to help them find answers fast. What’s more, they tend to give more preference to companies who have a mobile-responsive customer support portal and provide help through more than 3 different communication channels.
Poor Customer Service Experiences
31. 4 out of 10 consumers will recommend others not to buy from a business if they have had poor customer service with them. – Dimensional Research
32. Even though fewer customers may be experiencing problems, more customers are inclined to complain about customer service problems than ever before. – Deloitte
33. 44% of consumers say they received the wrong answer from a customer service representative in the past. – Kolsky
34. 72% of consumers consider it poor customer service if they had to explain their problem to multiple people. – Dimensional Research
35. 47% of consumers have made the choice to switch to a different brand due to bad customer service within the last year. – Microsoft
36. After a bad customer service experience, 39% of customers will avoid a company for two years. – Dimensional Research
37. 91% of customers who are unhappy with a brand will just leave without complaining.
43. An average American tells 15 people when they’ve had a poor customer service experience. – American Express
44. Men tell more people (21 people) when they experience poor customer service. – American Express
45. On average, women tell about 10 people when they have had a poor customer service experience. – American Express
46. 12% of Americans rate their number one frustration with customer service as “lack of speed.” – Statista
47. 27% of Americans report “lack of effectiveness” as their number one frustration with customer service. – Statista
Takeaway: Poor brand reputation is a result of bad customer service. And to stop customers leaving without letting the brand know, it is important to work upon their feedback. This can curb negative reviews that customers tend to share and retain them effectively.
How Personal Touch Empowers Businesses
48. 68% of customers said that a pleasant representative was key to their recent positive service experiences, while 62% said that a representative’s knowledge or resourcefulness was key. – American Express
49. 75% of customers believe it takes too long to reach a live agent. – Harris Interactive
50. 69% of online adults in the US shop more with retailers that offer consistent customer service both online and offline. – Forrester
51. When Donors Choose sent handwritten thank-you notes to half of all recent first-time donors, 38% of people who received a thank-you note were more likely to give again than those who didn’t receive one. – DonorsChoose
Takeaway: It is important for brands to add a personal human touch during a support conversation, no matter what medium they choose to interact with customers. Doing so will give the customers the impression that brands care for them.
Great Customer Service Statistics
52. Globally, companies respond to 85% of customer service questions. –
65. Companies that excel in customer experience drive revenues 4% to 8% higher than their peers. – Bain
Takeaway: Organizations can only receive support from customers if they ensure to provide consistent good customer service. For that they need to hire friendly and knowledgeable agents who are ready to offer anytime, anywhere support. This approach will help to make sure that customers are delighted with the services received by the brand.
Building Brand Loyalty
66. Across the globe, 96% of consumers say customer service is an important factor in their choice of loyalty to a brand. – Microsoft
67. 72% of consumers say that when contacting customer service they expect the agent to “know who they are, what they have purchased and had insights into their previous engagements.” – Microsoft
68. 67% of customers worldwide say that customer engagement levels have improved in the last 2 years. – Ameyo
69. 89% of consumers have switched to doing business with a competitor following a poor customer experience. – Harris Interactive
70. 33% of customers who abandoned a business relationship last year did so because personalization was lacking. – Accenture
71. 48% of consumers expect specialized treatment for being a good customer. – Accenture
72. Brands are viewed more favorably by 77% of consumers if they proactively invite and accept customer feedback. – Microsoft
73. When asking consumers what impacts their level of trust with a company, offering excellent customer service ranked number one. – Dimensional Research
74. Two-thirds of customers are willing to share personal information with companies–but only in exchange for some perceived value. – Accenture
75. 34% of companies are implementing “customer journey mapping” into their customer service. – Kolsky