by Mkgt team | Nov 30, 2012
A Forrester research show that a lot of online consumers want help from a live and real person while they are shopping online; in fact, 44% of online consumers say that having questions answered by a live person while in the middle of an online purchase is one of the most important features a Web site can offer. Proactive chat can provide this kind of customer support, ultimately achieving multiple business goals for eBusiness professionals, including reducing abandonment, improving conversions, and driving customer satisfaction. Implementing proactive chat can be a complex process that requires aligning multiple business areas.No matter which service or support channel a customer chooses – the customer experience must be positive. Web chat has many benefits for the customer including the ability to multi-task, which is a welcome advantage for people with busy schedules.
However, the customer’s experience can be less than favorable if the live chat agent uses too many scripted lines, fails to personalize comments, or asks questions irrelevant to the customer’s need.
Pay attention about this 10 tips:
- Be Proactive
- Starting from Where Your Customers Abandon Your Website
- Customize Chat Content Based on Unique Criteria
- Always Offer Chat in the Shopping Cart or Sign-Up Page
- Customize Welcome Messages
- Don’t Over-Personalize
- Communicate Clearly
- Express a Willingness to Serve
- Grammar Counts
- Agent Skills Count
Consider these four best practices when implementing live chat and you’ll see happier customers, to reduced cost of operations and improved profits.
To understand what are the guidelines to follow when you want to provide a live chat service, below you will find small tips to maximize their effectiveness.
- Avoid chat button styles and designs that blend with the content and the background of the web page, making them attractive and insert widjet ‘pop-up’ on the page where consumers take note of their location and availability.
- Enter the chat buttons on the title of each web page. If placed at the top of the page, are quickly and easily recognized by consumers which allows you to increase your conversion rate.
- Keep visitors on your site while they engage with your social media. A connectivity toolbar on each webpage will create an integrated social shopping experience for website visitors by allowing them to engage with your social content without leaving your site. When used in conjunction with “parked” proactive invitations, connectivity toolbars achieve the highest conversion rate on non-inventory pages.
- Make sure the placement and design of chat buttons are consistent on all pages. Consistency allows users to easily recall chat button locations and readily engage in chat without having to search into the website.
Vivocha is multichannel, allowing communication via Chat, VoIP, CallBack, Video and email, to let visitors choose what they like the most. Request a demo to learn more.
by Mkgt team | Nov 30, 2012
Before you decide, it’s important to get your thinking clear about customer service.
A combination of several factors can help determine whether outsourcing your company’s customer service will be a smart move. important considerations include:
Just because outsourcing customer service will save money doesn’t always mean it won’t cost you money in the long run. If your company regularly takes customer calls on technical or complicated issues, you may be better off keeping customer service in-house to ensure customers are receiving correct, complete answers to their questions.
Another important factor to consider before making a decision is also the time, or understand how they intend to manage the relationship with your customers. Are higher-level services provided all day long, in real time and with a proactive approach to dealing with the critical customer problems.
Depending on the volume of customer service of your business, could or could not be profitable to hire an outside company to do it for you. Estimate the cost of creating your own customer service department and compare it with the cost of outsourcing. Be sure to consider all factors, such as employee compensation and training, equipment and supply purchases, construction or rent costs, and maintenance – and as always shop around.
Many agencies offer 24/7 support, which may be too costly for some businesses to provide in-house. Whatever your current customer service needs are, it’s best to crunch the numbers and draw up a clear comparison. If you realize that your customers need customer service more prolonged, more detailed and require a more “personal” with the brand then the outsourch not be the best choice. At that point it will be appropriate to obtain information on cloud-based solutions that allow you to analyze the behavior of your on and offline users, collect data on them and interact with them in real time to achieve maximum customer satisfaction by solving problems at a glance.
Vivocha is a Cloud-Based solution to enable multichannel interaction with website visitors, to provide support and live help. The cloud-based model allow for quick deployment and infinite scalability, making the out-sourcing or in-sourcing of a Contact Centre a matter of minutes. Request a demo to learn more.
by Mkgt team | Nov 30, 2012
From a Research done by American Express is a fact that the 75% of customers have bailed on a transaction or not made an intended purchase because of a poor customer experience!
Do you know that a typical business hears from 4% of its dissatisfied customers?
And do you know that, on average, the loyal customers are worth up to 10 times as much as their first purchase and that the probability of selling to an existing customer is equal to 60/70%?
It takes about 12 good experiences to make up for only one negative experience unresolved.
And do you know that it is like 6-7 times more expensive to acquire new customers than it is to keep a current one?
CUSTOMER FEEDBACK IS GOLD!
So come on. Do everything in your power to make it really easy to customers to give feedback and tell you about problems they are having.
Do you know how?
Don’t you know how?
The key to success is a strong and well-structured customer support.
Follow this easy rules for boosting your business:
- There is no way that the quality of customer service can exceed the quality of the people who provide it and realize that your people will treat your customer the way they are treated
- Do you know who your customers are? You should know your customers inside out
- Do your customers know who you are?
- Listen to your customers and deal with complaints.
- Be helpful – even if there’s no immediate profit in it.
- Engage them in a proactive way and interact with them in real time.( if you are not able to answer them don’t do it, take time. Remember that lies are not allowed)
Vivocha helps websites provide high-quality support to customers, with shorter waiting times and easy integration with other support tool. Check out all the features or request a demo to learn more.
by Mkgt team | Nov 30, 2012
The goal is to prevent customer problems. The proactive support means also identify ways in which the customer experience can be improved without the customer requests it.
The model of proactive support can reduce the costs related to help desk, customer loyalty, by actually increase revenue.
Most organizations implement web chat and focus on passive live chat requests initiated by visitors. If the software allows pro-active live chat invitations, a huge opportunity is being missed. In fact, the value in pro-active live chat is vastly greater than passive live chat.
The primary research project coupled with the benchmarking analysis reveal some compelling facts about proactive chat:
- The median percentage of website visitors that accept proactive chat invitations is six percent.
- Proactive chat increases chat volume by between ~40 and ~100 percent.
- Chatters that engage via proactive chats will convert at 6.3 times the rate of visitors who do not chat.
- 52% of those surveyed were receptive to receiving proactive chat invitations.
- 60% of those who’ve engaged in a live chat interaction before were receptive.
- 72% of those whose average online transaction is greater than $150 were receptive.
Those who were not receptive were statistically more likely to be older with lower household incomes.
by Mkgt team | Nov 29, 2012
The simplest definition of Online Reputation is how the web speaks about somebody through the voice of users.
The reputation is held in high regard by users who, during the booking process, look for information, read feedbacks from other users, and make their decisions taking into strong account what they read online.
Online reputation has become the real business card.
Having a negative reputation is a serious aspect to consider for a business that will result in:
- a lower number of visitors to the website
- decreases inquiries and bookings
these reasons translate into lower revenues, as well as a loss of appeal for the brand.
How to monitor and maintain a positive reputation?
To maintain a solid reputation, even after unpleasant events, several precautions are necessary:
- always respond to negative reviews, with courtesy and education
- constantly monitor what is being said on its structure
- try to establish an empathetic relationship with the customer, before, during and after the service delivery
- encourage satisfied customer to share their experiences on social net
- be careful to perceive the expectations and needs of customers
- adopt a proactive approach towards the problems of users
- be present with a strong customer support system well educated and easy to find (if possible in “real time”)
- know technical information about users, such as if coming from pay per click / organic, as how long stops on every page, on which landing landed, etc.
But why is it so important to understand what they’re saying online about your brand and monitor Reputazione2.0?
Users to reach informations about a product or service like to compare their opinions to consumers that about that product or service have had experience.
The complex of opinions, emotions, experiences and values ??expressed tell everyone the reputation of that brand.
For companies monitor, defend and enhance its image means create an income for the future, based on the trust of the public towards the company and positive emotions associated with its products and services.
The fact that the channels more popular among the users are social network involves:
- An informal and quick communication
- The fact that through the knowledge shared in any network users have the possibility to become a publisher
- A huge volume of data distributed in multiple contexts due to behaviors and consumer choices
And since, according to new data Audiweb Database in September 2012, users who are connected to internet (through PC) were 28.7 million +6.4% compared to last year, not caring about the online reputation of your company brings to miss the opportunity to increase their business, or even to its total ruin.
Vivocha, a multichannel communication tool for websites, helps increasing customer loyalty by improving the quality of support and communications. Check out all the features or request a demo to learn more.
by Mkgt team | Nov 29, 2012
Customer Services is directly related to Tourism because the travel industry is based on money and without customers there is no Income. Good customer service is required at every part of tourism either it is hotel, restaurant, travel agency, flight etc. Regardless of how rude and demanding the customer can be it is more important to keep positive attitude and be friendly with the customer.
Tourism is the industry in which passenger contact us to get what he/she dreams of for their holiday. Travelers at the end of the day go on a vacation to relax and to have a good time. Every airline, railway company or travel agency emphasize a strong customer service as to those who get service are more likely to return for their future travel arrangements. If tourists get good service in a well-known hotel then they will consider that hotel chain first whenever they will travel again and would recommend it to others within their social circle. Similarly if the traveler gets good service from any specific airline or travel trader then he will consider being a frequent customer with that specific service provider and in turn will generate future business for the serving companies, including Yatra.com, makemytrip.com, cleartrip.com and Travelocity.com, etc.
Poor customer service can ruin the reputation of that hotel, restaurant, airline or a travel agency. If customer gets bad experience then neither he will use that supplier again nor will he advise anyone to use it again. So directly that supplier will lose that customer revenue in future and indirectly he will lose the prospective client which could get them a lot of business in the future.
Customer care is an essential part of the hospitality industry.
Tourism is the industry that helps a country to get economical stability.
Tourist generates business in a country and plays a key role in achieving the socio-economic goals of development plans of the nation. Good customer service ensures more opportunities for business for the service providers .
Customer care is the base of any industry and its growth. It helps us develop a loyal customer base and improve relationships with our customers.
Tourism is such a wide industry and customers have many alternatives available for their requirement. The modern customer is well informed and needs full value for his money. In case of inconvenience, they do dial Toll Free Number of the customer care support of the company in rule. In such a competitive industry, it is very difficult to make him a loyal customer and a satisfied customer. Loyal customers come back again and again which promotes the business through of word of mouth, all goes with a good and strong customer support. By building a long term customer base, we can reduce the cost of looking new customers. Good service helps to turn customer into ambassador of our business. They will buy our product and service regularly and will give valuable feedback which will generate more revenue to the supplier in his good or bad time.
Keys to good customer service:
- Understand customer need.
- Make him feel special or important customer for the company.
- Deal with him patiently.
To conclude, Customer care is the backbone of the Travel Industry and will always play an important role in for the growth of the Tourism sector.
Vivocha helps websites provide high-quality support to customers, with shorter waiting times and easy integration with other support tool. Check out all the features or request a demo to learn more.
