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With the advancement of communication technologies, a customer cannot be answered long after their request. Consumers increasingly demand a quick response from stores making a purchase, as well as preferring faster ways to communicate. Although email marketing remains the best source of sales for most online stores, calls are increasingly being made through messaging applications, social networks or online chat. According to Forrester research, 73% of customers indicate that the most important thing a customer service team can do is value your time. Therefore, organizations must understand how to transform to remain current and make customer service the center of their growth strategy. Failing to meet this expectation can make these consumers feel like they are not being adequately served and significantly reduce a user's stay on your site. How does the user respond to quick responses in the online service? The speed of response is directly related to the consumer's perception of your business. If a customer is served quickly, they are more likely to recommend your service to someone they know. This applies not only when we talk about social networks, but also in online chat tools.
In recent years, the growth in the use of online chat has been exponential. That is, the need to install a chat platform on your website will continue to increase, mainly when you take into account your competition. Part of this increase is also due to the integrations promoted by online chat tools, which encompass all areas of the internet service in one place. JivoChat, for example, was launched in 2012 as a plugin for WordPress Job Function Email List sites and can currently be installed on all types of platforms, in addition to having integrations with email, telephony and social networks. Online chat is the preferred tool for consumers Online chat is the main tool to be able to serve your clients in an agile and fast way. In addition to allowing instant responses, this type of platform has already proven to be ideal for chatting with visitors, prospects and customers in virtual stores. Another survey showed that 73% of consumers prefer the chat service. icons of communication channels with leads and clients Following that, we have email with 61% in satisfaction and service by application, in third place with 53%, as you can see in the screenshot above.
This means that among all the options for responding to customer requests, online chat is the most suitable. Among its main advantages, online chat allows you to serve more than one user simultaneously, configure messages and automatic responses, and its integration with social networks and e-commerce platforms. Tips to increase speed in customer service The speed of customer service will also determine your shopping experience. Next, we will explain 7 essential tips to speed up customer service and make it more interesting. 1 Keep your front office trained The professionals of a company can be divided into two large teams: the front office, which represents the work front or, better, reception; and the back office, which represents the professionals in charge of providing technical support. Both teams must be trained, but in the case of customer service, it is crucial that the team is highly qualified. It is necessary to train them so that they can solve problems quickly and with a certain degree of autonomy, always thinking about the customer experience and the company's objectives. Thus, the results will be superior. . Plan your customer service flow The service process is long and delicate. It is necessary to pay attention to each point of contact between the client and the company, whether pre-sales or post-sales.
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发表于 2023-12-12 18:32:57