Outstanding customer service is one of the backbones of a thriving business. Not least because consumers are much more confident purchasing from online stores offering live customer support.
Done correctly, live conversational support can become one of your USPs. But how should you most optimally establish these channels?
OPTIMISE OMNICHANNEL
In eCommerce and retail, omnichannel refers to a business strategy providing a seamless shopping experience through all channels, including mobile and online. You can reach your customers via website chatbots, email, app push notifications, messenger and social media, and SMS with the use of a single dashboard, thanks to unified communication technology.
MAINTAIN CUSTOMER ENGAGEMENT
Since your customers’ buying journey could begin at any touchpoint, they should be able to utilise conversational support at any stage, too. You can respond to common FAQs at the top of these channels, then create a conversation flow to discuss detailed customer orders, packages and deals, as your customer prepares to buy.
It would help matters considerably if your firm first created a clear buyer persona to take advantage of this situation, which means you can tailor the conversational support to the customer’s preferred channel and the path leading to conversion.
BE PROACTIVE
With each interaction, conversational support allows businesses to establish relationships. Companies assist while making customers feel heard by proactively reaching out and having a genuine conversation.
Furthermore, customers can meet you face to face with conversational support tools, including video chat, thereby distinguishing your brand even further from the competition.
AUTOMATE WHERE POSSIBLE
With the use of chatbots and other conversational tools, you can automate repetitive questions and bring the customers to the right people to answer the inquiries. These tools help prevent users from getting into an all-too-common digital maze as they negotiate your services looking for the answer.
You can also optimise chatbots to have a more human touch, which comes in three main flavours: button-and-menu, keyword recognition and natural language processing. By understanding your conversational support needs, you can identify which type you have to utilise.
TRACK KPIS
Finally, and this should help you get buy-in from colleagues, a conversational support platform allows you to measure customer service KPIs more meaningfully, including response time, conversation length and customer satisfaction.