We are faster than ever before!
How fast do you respond to your customers online? Within the hour, 1 day or 48 hours? I still receive email acknowledgements from well known companies advising they will get back to me in 3 days! Seriously – why would any of us want to do business with a company that will make their customer wait 3 days for a simple first response? In today’s online world – it’s very simple to find a competitor who is faster.
The Chat2 concierge team respond to online visitors for our clients within an average initial response time of 19 seconds! In the last 12 months our tech team have created a new Global Dashboard so our team can respond faster than ever before for our clients. I will explain how we do this later in the post. But firstly let’s understand why responding fast to your customers is so essential in today’s technological world for businesses.
1. As customers can access services, products and information in a matter of seconds, they no longer expect a fast response from companies, they are demanding it!
Fast Response = Meet Customer Expectations = Happy Returning Customers.
The CMO Council found that a fast response time was the most important attribute of good customer service.
2. A fast response makes your customer feel as if they are important to you and that your business cares about them. By responding quickly you are developing trust and rapport with your prospects which is essential for any business relationship.
3. If you don’t respond fast in one channel, the customer (if they haven’t given up) will try another channel to contact you, creating more work for you and your team.
4. Finally, responding quickly to your customers will grow your business. Customers will tend to go back to a business with who they received outstanding customer service. Isn’t that something we all want to do – GROW– especially with the challenge of noisy online space?
The Northridge Group’s “Customer Service Experience Report” found that 40% of our millenial generation wait 60 minutes before contacting you in another channel.
I actually think that is quite generous of that generation, Baby Boomers tend to be far more demanding – sorry Baby Boomers – I am sure its not all of you!
“What if you take too long to respond?”
Let me ask – what happens when a company takes too long to respond? What do you do?
More than likely you will seek out a competitor who will respond faster or if you are already a customer you are likely to stop doing business with that company.
According to smallbiztrends.com 89% of people surveyed in their Customer Experience Impact Report claimed they had started doing business with a competitor after poor customer service.
Poor response time certainly reflects poorly on how a Company delivers. It makes you wonder if this is how the company is going to attend to your requests – SLOWLY! We can no longer afford to be slow in responding to our customers, unless we prefer no customers.
“It’s Challenging for Businesses to Respond Fast”
Quick and Effective Responses to online customers is challenging for businesses. They may not have the staff, time or capacity to respond effectively to constant repetitive questions. Staff become overwhelmed and bored with the same repetitive task in having to respond quickly to the same questions, leading to poor customer service and high staff retention costs.
I was speaking to a Manufacturing company recently who employ first year Engineers to answer chats. Day in, day out, after a four year degree, these professionals are having to answer repetitive, basic technical questions fast to customers to provide a technical support service. What was being observed was a high staff turnover, high training costs, low job satisfaction and slow, poor customer service. This problem was easily rectified by the implementation of a live chat service with a solid knowledge base. The basic technical issues were able to be answered fast, effectively and at a much lower cost with a significant improvement in customer service and corporate image. Higher level technical issues were transferred to the first year Engineers who now had more complex problems to solve.
Responding fast to customers is a huge challenge for companies and at Chat2 we have solutions to solve the challenge!
Over the last 12 months, our Chat2 techie team have developed a multi-instance Global Dashboard for our operators. What this means is that we can link hundreds and hundreds of websites to one Dashboard. So our operators don’t need a Dashboard for each client, they are operating on one Dashboard where they are alerted to a new chat from any of the hundreds of businesses linked to the Global Dashboard.As shown in the image at the top of this post.
We have specialised teams of Chat operators for each industry who answer chats. After we set up the knowledge base for the client, the artificial intelligence (ai) built within the software can draw upon this knowledge base to answer chats (even technical chats) fast and knowledgeably.
The Global Dashboard has made our team faster than ever before! No longer do we require multiple screens and multiple windows open, we only need one screen and one browser window – with the Global Dashboard open. On this one screen multiple client websites are linked to the ONE Dashboard. So we are alerted in the same space of an incoming chat from a hotel client or real estate client or one of our retail clients, we don’t have to flick between several screens. This technology has made our Chat2 Concierge team faster, more effective and more efficient than ever before! It has also allowed us to take on many more clients without having to increase staffing numbers.
We also offer a wide range of other services from our hybrid chatbot/concierge service, personalisation, chatbots, CRM/ticket system integrations, real time feedback, digital user experience analytics, social media monitoring and engagement, predictive analysis, customer service/front office automation, self service automation, omni channel engagement, customer journey mapping and data analytics and management.
Keen to test the expertise of our Chat2 Concierge team? Ready to impress your customers with immediate, knowledgeable and friendly responses? Ready to attract more customers online? Ready to grow your business?
Trial the Chat2 Concierge team – you will love our service!
For a short time only we are offering a package deal of 30 days free software trial and 50 hours concierge for 1/2 price. Check out our Offer
Written by Karen Lloyd-Collins (COO – Chat2)