Welcome to GC Custom Services
Marketing and Advertising Promotional Business Site
Businesses with e-commerce platforms, big or small, often find themselves with the challenge of inventory status and stock auto-updating. More often than not, it is a malfunction of the inventory management software, but whatever the cause it presents a great challenge.
Customers may shop around online, going as far as identifying a product they would like to purchase and adding to their shopping cart only to be disappointed at the final stage when checking out. Customer support staff should be equipped to professionally handle this unfortunate scenario, and to the client’s satisfaction.
One way to pacify such a disappointed and probably disgruntled customer is to offer an alternative that is available in stock. The customer care rep can look against the features of the chosen product and find similar products for the client to choose from. Many clients would be willing to go for an alternative after a clear explanation of the value the product adds and why it’s equally suited for a specific application. Customers will appreciate the assistance and depending on how the customer service rep plays out the whole interaction, it can turn out to be a great plus for the business. Finding a perfect substitute with the customer reps assistance also takes away the hassle of having to shop elsewhere for customers.
The customer is always right. And if the customer insists on having that specific product and would not go for an alternative, pressing even further would only injure an already bad situation. In such a case, the best course of action for a customer support team member would be to offer a courteous apology and offer to get in touch with the client once the item is back in stock. Most clients would be unwilling to keep checking back themselves but are quite receptive to the idea of receiving a notification once a particular product is back in stock.
Up to 50% of online shoppers who experience inventory status problems never go back to the site. This can put a stain on sales, not to mention the PR damage that would accompany such customers sharing their experience with others.
Investing in a reliable real-time inventor management system is always great for any business. The reality however, remains that glitches and malfunctions can happen anytime, which calls for a great contingency plan. In such cases, the best contingency plan is a great customer support team that will help cushion the business from any backlash arising from such an eventuality.
True to word, every business is only as strong as its customer base. And that is why ensuring a great customer experience is pivotal to the success of a business. In the construction industry, alongside related companies such as landscaping, painting and other improvement trades, one of the most important keys to retaining and growing the clientele lies in improving communication and enhancing collaborative efforts with the clients.
Clients usually have a picture in mind of what the final project should look like before engaging a contractor. They look forward to the close of the project expecting a finished project that is as close to this picture as is possible. This picture is exactly what the contractor should always keep in mind, right from the moment the project is initiated. It certainly makes perfect sense, does it not?
Most contractors, however, take it upon themselves to decide what should be done and what should not. Given that that the contractor is the party with the technical expertise and experience, the company is under legal obligation to do just that.
How then can contractors strike the balance between the two and ensure a great experience for their clients? Communication is definitely the key. The contractor should always listen and pay attention to the clients’ specific needs for each project. After fully understanding a client’s needs, the contractor can then apply their technical know-how in helping the client get the best of every project.
With candid dialogue and particularly where the contractor pitches ideas and modifications to the original proposition in a polite, easy-to-understand layman fashion, most clients would be open to implementing these changes. Every client wants to be a part of the process, regardless of the scale of the project, big or small. It is a fulfilling experience for the clients when they have an active voice in the project implementation process.
In addition, contractors have found that collaborating closely with clients throughout the project comes in handy in the unfortunate event that something does go wrong. Most clients will be more inclined to accept partial responsibility for anything that fails to meet their standards because they did have a say in the entire process.
While customer relationship management software have taken over, contractors who take a personalized approach to this crucial area by effectively communicating with clients in open dialogues and attaching value to their opinions generally thrive and enjoy a loyal clientele. The client may always be right, but to be able to fully deliver, the contractor must always first understand those needs and inject expertise to add value to ever y project.
Customers agree that t interacting with a customer care rep that is knowledgeable factors into having a great experience. Customers want to deal with staff members that are information-aware, which is why every business should embark on providing relevant training for its employees in the customer support team.
Interacting with a customer service rep that can provide accurate and relevant information concerning products and services on offer instills a confidence in customers. The reality however is a truly grim picture. It is not uncommon to see said reps furiously typing away and searching for information as customers stand in line or wait on the phone. Even more unfortunate is when a company’s customer staff member is struggling even with the FAQs. Such a customer would be excused and even justified for their reluctance in coming back to the business.
Businesses such as artificial grass companies have found that the level of information-awareness and product knowledge that their customer reps project influence client attitudes and ultimately sales volumes. With so many varieties to choose from, clients appreciate a customer service team with an in-depth knowledge of each, clearly highlighting the benefits of one over the other and the ability to make recommendation backed by an understanding of product features.
A customer service rep that is information aware is also in a better position to identify and match products with a particular client’s needs. In addition, the agent can personalize every interaction with a client if they have knowledge of previous transactions the client has had with the business. It is always a pleasant experience when a company can appreciate a client’s continued loyalty and even thank the client for specific transactions.
Customers are a rational lot and would understand the need to refer to a superior over certain enquiries. What is unsettling, and it is definitely bad for business has to wait every other time to speak to a supervisor over issues that the customer service rep should have a knowledge and clear understanding of to better serve customers.
Information aware customer service agents have much lesser handling times and serve more clients on a typical work day compared to their counterparts who are not as versed. This helps in avoiding or at least reducing any build-up of frustrated clients awaiting feedback.
Up to 98% of customers in several surveys say that engaging with a knowledgeable customer care agent is crucial to an excellent customer experience. It is a quality that cannot be neglected as it is crucial to the satisfaction of the business’ greatest asset, which is the client.
Statistics show that live chat is the most preferred customer service channel; at a distant lead over email feedback and phone follow ups among other channels. It serves for a great customer experience and as it goes, happy clients make for loyal clients, translating to mutual benefits for both the clients and the business.
Marketing companies and just about any business looking to meet its sales and marketing objectives should incorporate live chat on their websites as it has proven to work remarkably well. With live chat, businesses have recorded a surge of up 200% increase in lead generation and conversions, even as more and more customers assert that they would do repeat transactions with a business following a satisfying live chat experience.
What value then, does live chat on our website add for the ultimate customer experience?
Instantaneous and Personalized Response
It’s a busy world, and being put on hold or waiting by the phone for a response can be quite frustrating, to say the least. With live chat, customers can get a hold of a service and support representative that will provide all relevant information instantly.
Marketers can appreciate the value of time when it comes to responding to customer enquiries on products and services and the significant impact on lead conversions and closing sales. This definitely gives any business an edge over the competition that are yet to embrace the same.
Aggressive and tech-savvy business owners have also integrated live chat with other CRM software and tools. This means that the customer rep can access a client’s details from previous transactions which will help in saving time and providing a customer experience tailored perfectly for that particular client.
Automated and near-robotic responses as is characteristic of some email responses are quite off putting for most customers. These often lack depth as far as addressing specifics. With live chat, customers get to interact with customer reps in a warm and most engaging exchange. Customers also get to ask follow up questions and receive timely and relevant responses in the same session. The level of engagement in live chat comes second only to an actual face-to-face interaction.
Great customer experience makes for an excellent marketing tool in itself. Live chat scores big on customer satisfaction rates that will help a business in growing its customer base. Live chat is feature-rich and a worthy investment with great benefits for customer and company alike.