Post on 23-Jan-2015
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How to Improve Online Customer Service
The Data
Fun Fact:
“The amount of money lost due to bad
customer service is roughly $83 billion
annually in the U.S” —80% Of Companies Say They Deliver Superior Customer Service, Only 8% Do
Image: Danilo Rizutti @FreeDigitalPhotos.com
Customers Have Low Expectations
That’s not all:
Apparently
• Less than 25% of customers complain when they have an issue • 70%-90% of customers don’t even complain
Mind boggling?
Image: stockimages @FreeDigitalPhotos.com
What Users Want
Today’s users are:
• Demanding • Impatient • Making up for years of lousy customer service Image: stockimages @FreeDigitalPhotos.com
Anyone who hasn’t figured that out will end up dealing with the consequences of
an extremely viral youtube video.
It’s the Age of the Customer
And… Millennials prefer written communication, anyway
Image courtesy of: http://mucklesentertainment.com/blog/
Know Your Customers
There Is Hope Yet
Technology
multiple communication channels + guidance and online help methods
Online SaaS SMBs have two distinct advantages over offline:
Speed tweets, email, instant messaging …is faster
Image: KROMKRATHOG @FreeDigitalPhotos.com
Image: hin255 @FreeDigitalPhotos.com
Open All Channels
Align your Social Media Approach with Your Customer Service Policy Get your Social Media staff and the Customer Service talking – with each other:
Need to understand response speed
Need to understand patience and attentiveness
Marks & Spencer are likely to increase their multichannel sales
from £300 to £500 next year
Success Story
Just imagine how much money can be saved by simply
responding to customers through multiple channels the right way.
Utilize Online Help Tools – quicker and more efficient than phone support.
The Technology Is Here…
Image: Kittikun Atsawintarangkul @FreeDigitalPhotos.com
…Use It
Video Tutorials
Help Forums
Venture Outside Your Comfort Zone
Live Chats
Multi-task
Don’t Let Digital Kill Personal
Leave a lifeline of direct contact (phone/email) for customers who are: • Unsatisfied with the online help tools • Less tech savvy
Image: Stuart Miles @FreeDigitalPhotos.com
Why Iridize Mobile? It’s Been a Pleasure
We hope that was helpful! Read more about optimizing onboarding and customer service in our blog Or contact us about trying out our onboarding optimization services