If you ask anyone what bothers them the most about having to call customer service for any company, you’ll get a variety of responses. However, many of them will say they dislike having to wait on hold, being transferred multiple times, and having to navigate the choppy waters of an automated phone system just to get answers to their questions. I don’t know about you but I always feel silly shouting,
“Billing!” into my phone for the umpteenth time to hear a overly cheery automated voice reply,
“I’m sorry I didn’t quite get that…did you mean The Department of Rhetoric, Repetition, and Redundancy?”
System: “One moment while I connect you to an Opera Star”
The success of any business is dependent on customer experience. It doesn’t matter whether you’re an online business, or a brick and mortar business with an online presence; your customer experience is important when people are visiting your website. Even if information is easily accessed on your website, the average business receives hundreds, if not thousands, of phone calls per day. Some of the questions those customers are asking might be easily answered with a little more research on your website. However, because of the fact that more and more people are relying on texting and the Internet for communication, picking up the phone isn’t their favorite thing to do.
The average smartphone user spends 2 hours on their phone but only 12 minutes a day making calls! Click to Tweet this and look super smart to all your friends!
It’s no secret that we’re living in a microwave society. People want their answers quickly. If they call your business and they don’t get quick answers, it increases the likelihood that they will start seeking out other businesses that meet their needs. According to O2, a mobile network in the UK, the average smart phone user spends a little over two hours a day on their phone. Of that time, only just over 12 minutes is spent making phone calls. However, almost 25 minutes of that time is spent on the Internet, not including social networking.
The best way for businesses to compete is to offer their customers a chat option on their websites. More customers will engage with your company if they can do so quickly and efficiently. It’s all about meeting your customers where they are, and offering them the best customer experience that you can.
Are you ready to integrate a customer chat feature for your business? We can help you get started. Simply contact us today to access your free trial. We’re looking forward to discussing your needs and what we can do to improve your customer experience.