Go and Get Them
Despite problems, customers expect companies to put in a genuine effort to retain them. Studies show customers will continue to do business with a company that resolves a problem as quickly as possible. However, customer retention becomes a hassle when traditional communication methods falter. Although, customers are expected to report a problem, two-thirds of customers do not report their dissatisfaction. Non-complaining customers are also known as silent defectors. They either avoid the stress of confrontation or they don’t know whom to complain to. The co-authors of “Why Don’t Some Customers Complain?” believe “If an organization has established and promoted systems for handling complaints, customers may feel their problems will be taken seriously.” E-retailers can use live website support. It is an online CRM application that helps vocal and shy customers voice their concerns.
Resolve Problems in Real-Time
Live support for website is a platform by Web Greeter. For over 10 years, they have helped e-retailers resolve customer service support problems. Once installation of the tool is complete, a chat API window and click-to-chat button appears on the website. It connects website visitors with globally-situated customer service representatives (CSRs). These chat operators provide multilingual customer support around the clock. They get to work as soon as someone enters the business website by welcoming them and then asking “How can I help you today?”
Customers are under no pressure to respond until they are ready to interact with a CSR. They can discuss problems that they have encountered with your product or services. Live support for website trains operators to ask questions so they can learn as much as possible about the situation. Strategic questions help apprehensive customers to open up. After learning about the problem, operators tactfully propose meaningful solutions.