Insights

Thinking Of Adding Support Features To Your Site?


Websites with customer service tools such as live chats or natural language processing dominate today’s information highway as service providers who have claims of being client-centered aim to narrow if not eliminate avoidable client issues. With social media being a useful instrument for marketing, it can also be a powerful tool for consumers to express not so pleasant experiences with companies and their brands. Many companies look to employing third-party support service providers to integrate a more efficient and cost-effective solution to client relations management.

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Customers today love convenience, especially if they have opted to make their research and or purchases on the e-commerce market rather than a giving a call to or visiting a brick and mortar retailer.  These consumers are time-conscious and looking for a seamless process, so when issues arrive being able to quickly mitigate the issue is of the utmost importance. Individuals have identified one thing that frustrates them when communicating on features such as live chats is recognizing that they are speaking with bots or other forms of artificial intelligence customer support. Consider your current customer and their needs, can most of your online issues be answered in a simple FAQ page or are their needs a little more intricate and could use the cooperation of human interaction.

Although some people express discontent with chatbots, many still benefit from being able to easily document conversations such as a chat or email trail, holding companies accountable for inadequate information or failed communication attempts.  One benefit for both the customer and retailer is the ability to have a quicker resolution time or solution turn around. In the days of the past, it could take hours, days, or even weeks for correspondence to end in the right hands or issues to be addressed. Now with a few clicks, time clocks go up guaranteeing problem resolution in minutes and freeing customers up to return to browsing and increasing conversions and order values. support two

Any company interested in improving the user experience should look to find tools that measure data relating to the customer service being provided. We now know that brand loyalty is directly related to the deep customer relationships brands commit to their clients, and knowing how you can improve or sustain that is essential. Companies should designate time to analyze the types of questions their consumers are asking or having issues with and consider constructing prewritten responses to direct customers to pages that have the sought out information.

If you think your website can benefit from a third party support provider be sure to research the features and make sure they align with your client’s needs and company’s goals. There are several on the market that offer cost-effective alternatives to giving your clients the assistance and guidance they need. If you are already using a program that you like or have questions or suggestions on the matter, be sure to comment below.

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