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Why are the customers put on hold, even though over 50% of them hang up and 34% never call again?Why support agents don’t care about customer’s needs, even though 3 out of 5 customers take their business to the competitors after poor customer service experience? Only several decades ago, business owners were in a much more comfortable situation – they always had the attention of the customers.It can become an efficient, very credible and free advertisement.However, when it is managed improperly, it can also cause a lot of trouble.Smaller businesses start slow and usually without paying much attention to details such as customer service – website design, search engine optimization and advertisement tend to be more important than email address or phone number clearly visible on the website. Fortunately, this sad picture changes over time when business owners realize they need to care about much more than just sales and financial results.Lack of a toll-free number, unreliable free chat widget and no dedicated people to answer the question. When this moment comes, the company opens up for customers.They will change the channel on the TV for you without asking – because they know that you are really into football, but not a big fan of hockey. ’ opens up a chance of creating that special kind of bond, a series of contacts that later turn into a relationship – where knowledge about customers usually goes far beyond their names – where selling is not an ultimate goal.Returning customers love it and they will keep coming to get more of that and to buy something too.
The question is: why doesn’t it always look like that?) people about their problem (unfortunately people tend to talk more about their bad experiences). The stats mentioned above clearly show how customer happiness brings an additional value to a company and how bad experience turns out to be an additional, unnecessary cost. They like the company, its products and enjoy the way it is doing business.How often do you come back to your favorite pubs or restaurants, where a waitress or a bartender know your name, favorite dish or drink?To set up a customer service department you need to be an expert on inter-personal relations, you have to know the most popular customer service channels and how to manage them.To help you with the task of creating a full-blown customer service department, we’ve prepared a guide on the most important aspects of customer support.