July 9, 2021 9 min read
How Technology Can Help You Improve Your Company’s Customer Service
April 12, 2019 11 min read
Table of contents
Table of contents
Even when your business is doing well, you can improve it by making a couple of small changes. Today, the state of technology allows you to improve your customer service for little to no money. Some technologies are more expensive and are suitable for bigger companies, while others are affordable to any business that wants to learn and implement them. With each happy client, your pool of leads grows due to word-of-mouth marketing.
77% of people will recommend your company to a friend after having a positive experience, Temkin reports.Even a small increase in customer experience leads to bigger sales.
Source: https://experiencematters.blog/2016/10/24/report-roi-of-customer-experience-2016/ Here’s how to achieve that with technology.
A simple autoresponderIt may sound simple, but there are many companies out there that don’t use autoresponders. This is a huge mistake that costs you virtually nothing to change. Most customers these days don’t want to wait on you. You have to offer an extremely sought after product for people to wait for your response. Otherwise, there’s no incentive to do so. You wouldn’t wait 24 hours for a response if you could get one in minutes in a dozen of other places. Besides, often people don’t know if they’re going to get a response at all. Since some ecommerce websites take days to respond or forget to do so in the first place, customers are becoming suspicious of talking via email. 66% of people love when you value their time, according to Forrester. It’s as simple as setting up an autoresponder that tells customers you got their email and will respond in a day. That is super easy to do on most platforms, Landingi included.
ChatbotsEverybody is talking about chatbots these days. That’s not another bling hype that takes a concept and idealizes it. Chatbots can’t solve everything, but they will help your customer service improve significantly. When you think of chatbots, don’t imagine HAL 9000 or that humanoid AI Sophia. Facebook chatbots won’t pass the Turing test. In fact, they’re not even AI. Here’s how this bot works. As a customer enters the chat, your bot greets them using their name from the Facebook profile and offers a number of options in the dialogue. You have complete control of anything your bot says to the customers and the options it offers. The answers are tied to the options a customer chooses. Your bot can also collect contact information from them. Harris Interactive reports that 75% of people think talking to a real person takes too long. Does this mean customers need to talk to your employee every time they need an answer? Nope. It means the existing bots in live chats aren’t helpful at all. If you ever tried talking to a bot in any live chat on a website, you know how frustrating this is. All they can do is answer a basic question or connect you to an operator. In fact, customers need advanced chatbots to get answers. Drift research says
31% of customers can’t find the answer to their question on your website.
Source: https://www.drift.com/blog/chatbots-report/ Some things are hard to find within 30 seconds, and few people would want to spend more on that. The problem that Harris Interactive points out is not about talking to a real person, it’s about getting answers quickly. Set up a chatbot that would cover most questions a user might have about your website or a product, and you can be sure the majority of people won’t have to talk to your employee. Include a button “Talk to a human” for those who need that, and you’ll satisfy all your customers. Still not convinced you have to set up a bot for your company’s Messenger? Here are two facts that might change your mind. People prefer getting information via interaction, not scanning websites. If they need to get only one simple answer, a chatbot will save a lot of their time. Besides, this kind of interaction with the brand is gamified, so it’s easier to start, and more people finish it. CTR on questions of the chatbot can reach 50%. The other thing that may sway you in the chatbot team is the fact you get the contacts of your customers. If a person browsed through your website and left, they’re anonymous to you. If a person contacted the bot, you can follow up on the encounter and convert them later. Just make sure not to be annoying, because getting blocked on Facebook is a matter of seconds.