Provide your user proper support
I’ve found a couple of stats that I’d like to share with you.
86% of consumers quit doing business with a company because of a bad customer experience, up from 59% 4 years ago
Source: Harris Interactive, Customer Experience Impact Report
91% of unhappy customers will not willingly do business with your organization again
Source: Lee Resource Inc.
It’s pretty clear that you want to ensure that your customers are very happy.
A nice way to give extra support and improve your customer experience is to facilitate communication between consumer and company.
I found live chat a great way to get some quick answers. Personally, I never read FAQs, and I have no time to go and find answers for my questions, on help /support search system.
I’m a consumer, there is only one of me, and there is always many competitors so, simply give me a quick answer otherwise I will leave.
One of the live chat providers BoldChat has said that according to their recent report, Live Chat Effectiveness 2012, there is a substantial increase on the US and UK market of consumers that engage live chat before making the decision to purchase items online.
Now let’s be clear, adding a live chat on your site in not enough, you have to be online and you have to be ready to reply to questions.
If your Live chat is always off line or you don’t reply in time, or your answers make no sense, you are just shooting yourself in the foot.
The majority of the providers today offer the ability to install live chat on mobile smartphone, so you can always reply to needy customers, even when you are far from your desk.
I have used in the past these systems, so if you don’t have a live chat it’s worth it to have a look:
Help your customer to love you:
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