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Sometimes, your customers may have doubts about a product or service purchased, a question about the company or even are facing a problem. In these moments, all they want is for the response to be quick and convenient. Therefore, the tip for providing a memorable experience on these occasions is to provide agile and assertive customer service. A study by the North American company Forrester, which works to create solutions to improve customers' shopping experience, shows that 73% of consumers say that having their own time valued is one of the biggest differentiators that a company can offer to truly deliver a quality service. Furthermore, according to the same survey, 53% of consumers tend to abandon a purchase when they are unable to find quick answers to their questions. 8. Provide self-service options The agility and ease provided by self-service is a way to provide memorable experiences. Self-service is a proactive support option that gives customers the chance to find their own answers. Through this option, the public is able, on their own, to find answers, instructions for use and information, among many other assistance contents without the need for a customer service representative.
These self-service solutions are perfect for modern customers who prefer to help themselves rather than deal with a customer service representative or process. Accessing a comprehensive knowledge base or FAQ section is one way to provide self-service tools. Then, separate the most prevalent concerns and questions and answer them in comprehensive articles and step-by-step instructions. Another option is to use a Industry Email List customer service chatbot. Chatbots are software capable of helping companies reduce customer service costs, speeding up response times, freeing up agents for more challenging work. According to IBM, chatbots can help reduce customer support expenses by up to 30% and can answer up to 80% of routine questions. 9. Provide 24-hour customer service Being available to customers at a time that suits them, without time or day restrictions, is a way to provide memorable experiences. Therefore, the ideal strategy is to provide 24/7 customer service.
The CX Trends 2021 report found that the number of consumers who want to be served within 10 minutes rose from 35% in 2020 to 53% in 2021, when they get in touch through messaging apps. Consumers who wait up to an hour went from 33% in 2020 to 25%. In the previous year, only 4% of consumers were willing to wait up to 24 hours. According to research by Velocify, speaking to a lead in the first minute after contact can increase the chance of conversion by almost 400%. In other words, if your company wants to win over the public and increase the chances of making sales, reducing turnaround time could be the secret. However, while it is not impossible to hw virtual customer service representatives to be available at all times. ChatGuru ChatGuru's WhatsApp chatbot allows your company to have personalized and optimized conversations with consumers, offering memorable experiences. Our technology can also help improve the workflow between sales and customer support, resulting in more conversions and brand loyalty.
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