Tag: customer support

Live Chat is the most popular way to communicate with your clients

Just as the old fashioned door-to-door selling and telemarketing have become a thing of the past, the days of simply making a sale by emailing your clients are also numbered. That’s because according to a recent study conducted by eDigital’s Customer Service Benchmark, which surveyed 2000 customers, a whopping of 73% of subjects said that they were most satisfied when using Live Chat instead of traditional customer service channels like phone, SMS or email.

Why customers love Live Chat

The use of live chat functionality has been increasing over the years as more and more companies and merchants have started to use it. In some cases, the live support features are already bundled with modern website themes and plugins and thanks to CRM chat tool integration services provided by industry professionals, it’s now easier than ever to put a live chat box on your website without any technical know-how.

It shouldn’t take long to realize exactly why the live chat support has been such a hit. Simply ask yourself, when was the last time you purchased something online? Did the website have a live chat feature? Did you use it? I’m sure you have used the feature and spoken to either a simple bot or an actual human being before deciding to whip out your wallet.

There are many reasons why a lot of people prefer to have a live chat session with a sales representative before making a purchase. For one, waiting for a response via email is too time consuming by today’s standards and you can potentially lose a client if you don’t respond to their queries immediately.

Another important thing to consider is that a lot of people are uncomfortable speaking to a stranger over the phone. This is especially true with the younger generation who have grown up alongside smartphones and instant messengers and can be downright frightened to speak with you using traditional means. Don’t worry, you can take comfort in knowing that you’re not scary, it’s just not the way they are used to.

Live Chat compared to other channels

Unsurprisingly the two other main channels that your clients will love are mobile apps and social media and the most frustrating channels of seeking out customer support are phone calls and SMS most likely because depending on your carrier, sending an SMS message is costly and for most companies, the call will place a customer on a long, long waiting queue with a nerve wrecking background music. You really shouldn’t put your customers through something like this.

Interestingly the most popular way of making a complaint is via email and mobile apps are most widely used to make a booking.

Customer feedback after using live chat

When BoldChat asked people who, at one point, had used a live chat system for inquires, they found that 79% of clients did so because they got their answers immediately and 51% of customers stated that by using live chat they have the ability to multi-task and concentrate on other things at the same time.

Additionally 46% of people admitted that it was the most efficient way of receiving customer support and 29% claimed to have gained better information compared to email.

Take a look at the results below and you’ll realize that there is really no excuse to not be using a live chat system on your website.

People prefer live chat customer support

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Do the Chinese merchants on eBay even understand English?

I recently bought a device called the Easycap for a friend of mine, but the software CD that comes with every package was broken in transit. I contacted the eBay merchant and asked them whether I can download the driver from the internet somewhere, but the merchant consistently denied my request and asked me to provide a photo proof of the cracked CD instead.

The response

Dear Valued Customer!
Thank you for informing us. We regret to hear that you have received that item. In this matter, we would like to ask a photo of the item you have received from us. Please attach the said photo here in ebay message. Also, please provide the follwing information:
Item number:
quantity:
Price:
We will wait for your reply. Thank you

I then replied:

I just need the download link please. Do you seriously need a photo for that?

Their response:

Dear Valued Customer!

We are really sorry for the inconvenience this has caused you a lot. We regret to inform you that we need to have a photo or video of the item you have so we can check the problem of the item and we could give you solution and request you want to have. In this case, we will wait for the said attachment we are requesting for you so we can already assess on what solutions we can give.. Thank you and good day.

I replied again:

Look, I am NOT asking for a refund. I just need the driver for Easycap. Can’t you provide a download link? Again, I am not looking for a refund or cause problems, I just need the software. I just fail to see how a picture is going to help you provide me with a download link.

Their response:

Dear Valued Customer!
Thank you for your message. Your item has been already process and ready for shipment. It usually takes 3-5 days before the item shipped during holidays and peak season due to numerous orders. Please do not worry for we will be sending you notification once item is shipped.
Thank you

What the actual fuck?

Okay so their last response was completely bananas and at this point I feel like I’m not going to get any coherent answers from them so for now, I’m willing to let the matter drop because Windows 7 will install the drivers automatically from Windows Update anyway.

It just shows how the Chinese guys who are put in charge of customer service have absolutely no clue as to what’s going on and I doubt they even understood what I was saying, but simply provided me with a copy pasted “template” responses. Sigh.

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