Yes, you read that correctly. A new 2013 report released by LivePerson Connecting with Customers shows that 71 percent of online customers expect assistance within only five minutes. Furthermore, if they don’t receive assistance, almost half (48 percent) will completely abandon the website. With over 60 percent of consumers saying they’re now online more than ever to shop and be served (according to a recent survey by Deloitte), it seems more than appropriate to provide some fresh ways that you can deliver better online customer service – of course, when utilizing the right call center software.
Resolve Issues Quickly: When asked what the top ten elements of a great online experience consisted of, an incredible 82 percent responded “getting my issue resolved quickly.” In fact, 57 percent said they expect to have their issue resolved within one single interaction. Make sure your first call resolution initiative is up to par.
Stay Friendly: Almost half (45 percent) of customers say that dealing with a friendly customer service representative makes for a great online service experience. As a call center manager, make sure that you’re providing the necessary training, incentives and user-friendly technology for your staff so that the customer experience is an enjoyable one for all.
Provide Easy Access for Customers to Follow up: When a customer wants to follow up with you, give them an easy and simple way to do so. This means ensuring that the customer can follow up with the same agent if necessary. In fact, 37 percent of consumers say this is critical to having a great online experience. Furthermore, 27 percent of customers want to be followed up with to ensure that they had a satisfactory experience.
Check out more about the study by clicking here.
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