When the sun is shining, it’s hard to stay upset. Except if a new purchase isn’t working the way it’s supposed to. Or if software is experiencing a glitch. Or if customers don’t understand how to use the new solution they spent all that money on. Or if your customers have billing questions. That’s when you need to up your customer service game.
OK, so nothing’s perfect. Customers will experience issues. And agents will too, as evidenced by the fact that recent research shows that 73% of contact center professionals have difficulty meeting their performance metric goals.
While providing self-service options is a great place to start, according to Forrester, 45% of US consumers will abandon an online transaction if their questions or concerns are not addressed quickly. And for all of our online sophistication, answering questions still often involves a human touch.
It’s time to make some changes to customer service and your website is a great place to start. Here are three features you can add to improve your customers’ online experience.
Nothing is more frustrating for customers than sifting through an entire website and still not finding what they are looking for. You need to ensure customers can navigate your site and find everything they need.
One way to help customers is by having a customer service agent available to assist them. You can do this by adding chat capabilities to your website. Through chat, customers can ask their questions and receive their answers much more quickly than on their own. By easily receiving the help they need, customers will be more satisfied with their online experience.
While chat capabilities are extremely useful, your website may still be missing a human touch. One way to create a more personalized experience is by adding video capabilities to your website. With video capabilities, customers can see that the agent they are talking to is a real person. Being able to see each other goes a long way in ensuring that customers feel like you care about them and their experience.
Moreover, the ability to see one another other helps agents because they can pick up on visual cues to see if customers are confused, frustrated, or satisfied. Having visual cues means agents can respond quickly and appropriate to alleviate frustration and raise confidence. What a great way to improve customer experience!
While talking to a real person is helpful, customers are still on the other side of a computer screen and not able to visually share what they are looking at or searching for. Agents may think customers are looking at one thing when they are really looking at something completely different. Even worse, agents may spend long minutes trying to explain to customers how to get what they need while customers stumble around the website, attempting to follow verbal directions and getting increasingly frustrated.
However, this doesn’t have to be the case. With cobrowsing, agents and customers alike can share a browser view. Seeing what customers are talking about and showing customers exactly where to go saves time and make the entire process easier. By removing the obstacles that distance creates, online customers will receive the same personalized help that they would receive if they were by the agents’ side.
Cobrowsing is particularly useful if customers need to submit complex forms or complete complicated processes or purchases online. Agents can walk customers through each step and teach them how the system works along the way. When agents teach customers rather than doing processes for them, customers will feel confident and comfortable using your website long-term. Once customers are comfortable with your website, they will be more likely to return again and again.
Let the sunshine in
By adding chat, video, and cobrowsing, you can create an online environment that is just as friendly and helpful as an in-person experience. Even better, the great experience you provide your customers will increase their loyalty and bring them—and their friends—back for more.
So what are you waiting for? It’s time to improve customer experience, your customer service agents’ ability to help customers, and ultimately, your bottom line. Let the sunshine and blue skies begin!
Ready to bring even more happiness to your customers?
About Glance Networks
Glance helps enterprise organizations create the ultimate customer experience with smart, omni-channel visual engagement solutions based around integrated cobrowse, screen share, and one-way agent video. We are one of the world’s simplest, most reliable and secure platforms that enable companies to see, show and share anything online, creating a frictionless path to great experiences in sales, support and customer service. The result is improved customer satisfaction and loyalty, increased revenue growth and operational savings. From financial services and healthcare to retail and travel and leisure, even the most advanced technology and SaaS organizations – we transform the customer experience for today’s business. Learn More »