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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.
Here is a video that can also give you some tips about Live Chat For Excellent Customer Experience
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