Definition Customer Service
One of the main challenges that companies must face today is managing “expectations” in the shopping experience and customer service. Especially today, the shopping experience leaves the physical plane and focuses on the online world. According to the Santiago Chamber of Commerce. A market that only in Chile would reach the US $ 2.3 billion during 2015. A growth close to 20% compared to the previous year. It is expected that these figures will double in the next five years.
This paradigm shift in the purchasing process has led to customer service and expectations changing much more quickly and drastically than in the past. This has created a real problem for companies that will probably die on the road if they do not adapt to these changes.
Within these “new” expectations of customers. One of the most significant weights and responsibility areas in this new online shopping era is logistis and distribution, especially in Retail, E-Commerce, Mass Consumption, etc.
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Expectation Vs. Reality – Customer Service
Forrester’s survey regarding trends in the customer service area during 2015 shows that for nearly 95% of the companies surveyed, providing a good shopping experience is among their main strategic priorities.
But this same survey reveals that only 37% of these companies have a dedicated budget to carry out these strategies. This means that, in the face of constant changes in customer expectations and demands. Creating sustainable solutions over time to optimize shopping experiences is a real problem, especially in the logistics and distribution area.
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1. Personalization – An experience designed for each client
Even though we are in times where anonymity in online search processes is a fundamental part of the Web experience. It is not something that applies to the reality of online shopping. Today customers prefer and make more frequent use of services that personalize their experience. The information, availability, and delivery processes of each product are fundamental in the purchase decision.
About half of consumers who do not quickly and also easily find information or answers to their concerns regarding a product abandon the purchase process. So it is essential to have 24/7 availability to solve doubts or questions that your clients may have.
In the product dispatch process, this situation is of absolute importance. Given customers’ need to know their dispatches’ status in real-time.
Nowadays, there are many ways to personalize the purchasing and customer service processes, including Online Chat tools, communication optimization in social networks. Beetrack Widget for real-time tracking of each customer’s status dispatches.
2. More Options, Better Results
An important part of personalizing the purchasing processes goes hand in hand with opening new communcation channels with your customers.
To facilitate your workflow, you can use customer service software that allows you to keep in touch with your clients 24/7.
Nowadays it is essential to make customers feel that behind each communication channel, be it a social network, online chat or phone call, there is a person interested in solving any inconvenience or problem they may have. The personalization of the experience is based on giving a human trait to company-client communication.
Today the channels most used by customers are:
– Web Self-Management – 18%
– Social networks and online communities – 39%
– Online Chat – 43%
Even though it is vital to have the greatest number of channels available to communicate with your customers, the essential thing is based on speed and agility in response times.
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