Organizations are running a marathon competing against each other. The goal is not to get to the finish line on a race track, but to clinch the trophy in the market: customers.
You put on your sporting shoes and run like your life depends on it. You get to the customers long before your competitors. Now you have them all to yourself, but you are having a hard time managing them.
In the heat of the moment, all you could think of was to acquire customers. It never occurred to you that nurturing them was part of the process.
Improving the Customer Experience
Customers have needs. Stepping up to the plate goes beyond providing excellent products and/or services. Harvard Business Review reports that improving the customer experience reduces customer care costs by 33%. It’s a win-win situation for everyone.
Customer support is an integral part of business. A survey conducted by Ovum reveals that 76% of consumers stopped patronizing brands after a single bad customer experience.
There is no room for mediocrity in customer service: you hit the mark or fail woefully. The latter, unfortunately, may be fatal to your business. You do not want that to happen, do you?
The solution is to build an effective customer support that is not reactive but rather proactive to customer needs. Doing it all by yourself, manually, is a tall order.
We live in a digital age. With the right modern-day customer support system like Acquire, you are equipped to render the best customer service yet.
What Is Acquire?
Acquire is a multi-channel system that offers great customer support to grow sales and increase productivity. It creates an enabling environment for brands to get acquainted with their customers and offer excellent customer service.
Some of the custom features Acquire offers include:
- Live Chat
Vital Design reports that 38% of online users completed their purchase due to the support provided via live chat.
Despite the convenience of online shopping, a TimeTrade Survey shows that 85% of consumers prefer to shop at physical stores. One of the major reasons behind this is the neglect they suffer during online shopping.
Acquire live chat helps businesses to increase the online shopping consumer base. You can engage and convert buyers, offer speedy customer support, and onboard in a snap.
Customers feel more at ease when they talk to someone during the buying process. They may be unsure about certain things. Providing answers to these questions erases any doubts in their minds and motivates them to complete their buying journey.
If you think live chat offers great customer support, you are not wrong. But it gets better than that with co-browsing.
When consumers encounter a roadblock online, they are tempted to find their way out if help is not within reach. And this leads to the 75.6% abandoned cart rate of online retail orders reported by Statista.
Acquire co-browsing enables your customer support representative to share the same screen with a customer. Instead of working with only what the customer tells them, your representative gets to see everything as it is on the customer’s screen.
Seeing things first hand gives them a clear understanding of what the problem is, empowering them to solve the problem better and faster.
Consumers are saved the trouble of unnecessary downloads that litter their computers. It feels like you are physically present with them as you walk them through the buying process seamlessly.
Customer support team members can surely do with a little help. Everyone could use some assistance to make their job easier. Since the ultimate goal is to offer maximum customer satisfaction, any opportunity to enhance your customer support is very welcome.
Acquire chatbot works closely with the customer support team. It makes their job easier by collating, interpreting, and answering customer inquiries.
Keeping customers waiting is one of the things that drives them away. You do not want to lose them, do you? As soon as an inquiry comes through, the chatbot engages the customer instantly, and sends them to appropriate support personnel, when they are available, for a more engaging interaction.
- Video and Voice Calls
Research shows that 82% of customers exit service providers’ website due to poor customer service. There are so many options for consumers online. Having them walk through your door is an opportunity that should not be thrown away over things that can be controlled.
Acquire video and voice calls create better customer communication. Being able to see and hear customers erases distance boundaries. Time spent using written chats ensures you can give actionable advice right away.
Organizations aspire to not only achieve their goals but surpass them. Acquire resonates with organizations’ ambitions for success, and provides necessary tools to tick goals off their bucket list. It’s simplified onboarding process makes it easy for organizations to get started right away.
- Free Trial
As a way of providing value to customers, Acquire offers a 14-day free trial to enable new users to get acquainted with the system at no cost. No credit card is needed to sign up for the free trial.
Within a few seconds, your set-up is ready, and you are able to enjoy the benefits explained above and even more. What are you waiting for?
Creating a Complete Customer Experience
Great customer support comes in a complete package. Different bits are joined together to create a whole. Winning in one area and losing in other areas does not cut it. Successful organizations aim for multiple wins to put up a flawless performance in the customer support department.
According to the State of Marketing report, brands are prioritizing omnichannel retailing in order to give their customers the most seamless customer experience.
Apparently, everyone has gotten the memo that failure to pander to customer needs is a recipe for disaster. Acquire takes all that into consideration with its various features.
Here are three ways to create a seamless customer experience:
1. Prioritize customer relationships
Brands have so much to lose when they do not take their customer relationship to be of utmost importance. There is always a competitor hanging by the door to snatch them away.
Erase the idea of seeing your customers as followers and see them as partners. You do not just tell them whatever you deem fit, you engage them in the conversation.
Upon your interactions with customers, Acquire collects their feedback. Customer feedback is designed to get their opinion about your services and has enormous benefits to your business. You can measure their experiences, and strive to improve on them.
2. Have a deep understanding of customers
With CRM technologies taking center stage, organizations are open to big data more than ever. There is the misconception that big data give better insights, but that is not always the case.
According to the Fourth Annual Chief Supply Chain Officer Report, the control of big data analytics is paramount in fine-tuning customer service.
Having an in-depth knowledge of your customers requires a holistic approach. It does not end at knowing your customers’ browsing history. You are better positioned to serve them better when you know the “why” of their online interactions.
Doing this requires adequate engagement. The Acquire behavioral tracking tool drives real-time engagement. It collects customer data at different points and interprets such data so that a business can take action and end up with substantial improvement of results.
3. Empower your customer support team
Your customer experience is as good (or bad) as your customer support team. Having a support team without the necessary tools is a waste of resources; they will definitely underperform.
Acquire modern AI-based bot works closely with the support team, automating some of the customer service process to streamline their activities. It evaluates visitors and identifies qualified leads, sending them to appropriate channels.
Your support team is more competent in resolving customer inquiries as they can make use of live chat, co-browsing, chatbot, video and voice calls.
Due to the many benefits Acquire provides, most users are keen on subscribing when the 14-day trial expires. Committed to making her services affordable to many people with affordable pricing, Acquire provides various packages suitable for different business capacities. These packages include:
The basic package is free, and it is suitable for new businesses.
Features of the basic package include:
- One agent
- 250 Customer profiles
- Chat messenger
- 1 Campaign and Trigger
- Facebook and Slack integration
- Send emails
- Offline form to capture details
The premium package costs $25 monthly, and it is suitable for growing businesses.
Features of the premium package for one agent include:
- Unlimited Customer Profiles
- Video & Voice chat
- Co-Browsing & Screensharing
- Complete Integrations
- Unlimited Campaigns & Triggers
This is the most popular package among users. Priced at $200 monthly, it is great for growing teams.
Features of the team package include:
- 5 Agents & Premium Plan
- AI Chatbot with Knowledgebase
- Live Team Performance
- Mobile SDK (iOS & Android)
- Video & Voice Call Recording*
- Team Analytics
Great customer service is more attainable when it is a priority in an organization. Rather than channeling all your resources to boosting sales, you need to channel just as many resources to handling arising concerns before and after sales.
How well you do this, determines the longevity of your sales. Would you go back to an organization that treated you badly?
Latest posts by Dana Davis (see all)
- Cyber Security in the Age of COVID-19: Protecting Your Business from a Data Breach - October 2, 2020
- Understanding How Innovation Creates Successful Businesses [Infographics] - August 19, 2020
- Simple Tips for Improving Your Content Marketing Strategy - August 17, 2020