Posts from category customer experience
buying cycle / customer experience / Joel Järvinen / purchasing process
Don’t lose the buying customer
Over 50% of the products placed in the shopping basket online, are never bought. There can be multiple reasons for it, but a significant portion is due to problems, which the buying customer has faced...
customer experience / customer service
4 Common mistakes among customer service
1. “Customer has time to wait” – Common mistakes among customer service First 20 seconds after visitor has landed on the website, are the most critical ones. How long is the estimated visit on your...
artificial intelligence / customer experience / myynti / sales / tekoäly
Damn, we still need salespersons!
Technology was supposed to wipe this expense away from the charts. Yet we seem to need those creatures even more. How did that come to happen? Nobody likes a sales pitch -Telegraph.co.uk Selling was harder...
customer experience / customer service / Twitter
Twitter: “Social Customer Service” means increased revenue and customer satisfaction
Speed counts. Everytime. Twitter has published their new study on how the reaction time to customer tweets, is to increase the likelihood of them paying more for the same service, through different set of industries....
customer experience / customer satisfaction / study
Chat helps to retain customers and boosts customer satisfaction
Best customers are those who buy more, more often and who return to the online store with their friends. Chat can have a great impact on how many times the customers come back to purchase...
customer experience / customer feedback / surveymonkey / surveypal
Listening to your customer does NOT come from Analytics
“Listen to your customer” they say. Then they go to their analytics. Really? via GIPHY So if Analytics is not going to help you – what is? Being tone-def to your customers might do you...
chat-palvelu / customer experience / e-commerce / live chat
This is how great sales are made in chat
The single biggest issue of most of the e-commerce sites is the slowness which they respond to customer service requests over the phone. And email is even slower! Also, the customer is rarely happy with...
chat sales agent / customer experience / customer service
Chat sales: Expertise and patience are keys to being a great chat agent
Chat sales is nothing like doing sales in an ordinary fashion. Chat sales is about the realtime interaction in text form. There are no cold calling but know-how. If the company is hiring a sales...
customer experience / e-commerce / rules
To understand the chat results you need to look at the conversations
When it comes to e-commerce, it is too easy to sink into analysing only numbers. There are although other ways to track the success of a chat service. It may too be understood through the...
buying decision process / customer experience / e-commerce / purchasing process
“Excuse me, where in the purchasing process are you?”
Brick and mortar stores have changed as we have come to the internet era. Now approximately 83% of those visiting the physical store, have already got to know the product or service before hand. When...