Chatbot on the website or in the messenger
Chatbot is a modern communication tool that significantly simplifies the work of customer service managers. More and more companies use it, relieving the workload of employees. Bots answer questions, provide useful links.
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Indispensable employees are sales consultants working directly on trading platforms. Successful companies do not skimp on training these specialists. After all, the client's choice and decision to make a purchase often depend on their competence.
In 2012, Apple developed a psychology course that taught employees how to gesture correctly. Since then, the company's customer loyalty index has risen from 58 to 72 points. This is one of the highest results in the world among electronics sellers.
Components of customer service
The level of customer satisfaction jamaica email list depends on several factors. Let's consider the conditions that are considered necessary in world practice to increase the customer focus of a company.
Staff training
The success and popularity of a trademark are directly related to the level of professional training of the staff. Effective management of employees results in their dedication to the interests of the company. The correct behavior of employees: politeness, endurance, attention to the problems of the buyer - creates a good impression of the company, trademark and product.
Multichannel
The buyer contacts the manager in a way convenient for him. When a company does not use one of the channels, it loses the audience for which this method is familiar. In general, buyers prefer sellers who use the full range of modern communication methods.
Making a payment
The company's client must have access to all payment methods that are convenient for him. Otherwise, he refuses to make a purchase. The following options exist for the receipt of funds from the buyer to the seller:
cash transfer;
bank debit and credit cards;
electronic wallets;
cash on delivery in case of sending the order by mail.
A significant portion of buyers prefer to pay in installments. Many willingly buy on credit. These are traditional ways to increase the number of customers, especially if the execution of such a procedure takes a minimum of time.
Online payment
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Usability (ease of use) of web resources
Online resources are always expected to work quickly and smoothly. When a link to a site or application does not open for a long time, the user's patience quickly runs out, and he opens another resource. The concept of "usability" shows how convenient the site is for the user.
The interface and menu should be understandable to anyone. The task of customer service includes regular usability testing of the site and applications in order to detect and eliminate failures in operation.
Application processing speed
The buyer is designed in such a way that he does not like to wait for a long time. Improving the criteria of customer service means reducing the processing and delivery times of orders. A customer-oriented sales service strives to work very quickly with customer requests; the duties of the customer service also include processing phone calls and quick responses to incoming online messages.
Individual approach
Nowadays, marketing is customer-oriented, focusing on the interests and problems of a specific person. A standard set of services and managers' stock phrases - this approach leaves you behind competitors who use an individual approach to the buyer.
Successful customer service managers always listen carefully to the consumer and offer a solution that meets his expectations and requests.
Loyalty support
In order to improve customer service, sellers develop a loyalty program, i.e. a system of rewarding regular customers for their loyalty to the company. These are discount cards, additional bonuses. The system of accrual of points should be simple so that the buyer can check how many he has already accumulated.
Reaction to reviews
It is easy to leave a review of the customer service, but buyers do not attach importance to it. Since it is impossible to optimize the rules of customer service without feedback, companies motivate buyers with small gifts or a discount on the next order. The most convenient way is to ask the consumer to rate the company's work on a 5- or 10-point scal