Why Your Customer Support Is Costing You Sales

By Jennifer Gwinnutt

Things have begun to progress further than chat and according to a study by HeyWire Business many people are already preferring texting and video chat options to live chat.

According to the survey, 52% of people saying they’d prefer texting as a customer service option and 36% wanted to use live video for support. As well as this 75% prefer texting over social media. It’s clear to see that customers want support to blend into where they’re already spending their time, which is on their phones.

Services like Textus.com, TextMagic and TextLocal, say there is a 3% chance of reaching customer via email and a 9% chance by phone, have created exciting and dynamic changes in customer service support.

How Can Slow Response Times Damage Your Business, Brand And Revenue?

Some alarming statistics have emerged in recent years, most notably in the 2015 State of Multichannel Customer Service report, that details the significant impact that poor or slow customer support can have on businesses in sectors relating to eCommerce and social media.

And here’s why:

  • 68% of people asked said they have stopped doing business with a brand due to a poor customer service experience – so it can drive away customers in droves!
  • 34% of people consider getting their issue resolved quickly as the most important feature of customer support, whereas only 10% think that finding answers without assistance is a key feature (for example, an FAQ’s page).
  • 61% of people on social media expect a response from a brand in less than 24 hours.
  • 56% of people have higher expectations for customer service than they had one year ago.

Finding the right customer support package for your site, business and brand are essential. Below are a list of support features than can be applied to your website in order to boost connectivity and maintain customer satisfaction:

Live Chat

Live chat technology has been around for a while. Yet, as the statistics show, customers are demanding more immediate attention. Businesses, however, have been relatively slow to adopt a live chat strategy, but the benefits can be huge:

Live Chat Is Convenient For Customers

This technology has the ability to provide the answers that customers want when they require them. Gone are the days of long and sometimes costly phone calls to busy call centres. Now customers can expect quicker replies that don’t get lost in translation and they can easily multi-task while waiting for a reply.

According to data collected by a e.marketer.com survey, 63% of online consumers were more likely to return to a website that offers live chat. As well as this, the 38% who had used the live chat service said they had only made their purchase due to the chat session itself.

Live Chat Cuts Down On Expenses

Live chat software has consistently demonstrated that it can save on both employee task time and phone expenses. With employees spending less time on the phones, they can multitask during chat conversations, increasing levels of productivity for the company.

Live Chat Increases Sales

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Source:: Business2Community

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