Be where your customers are and use the channels they use. This is the principal idea behind every modern customer service channel strategy. It's no longer about how efficient a company makes their phone or email channels - because what's the point if your customers avoid using them? It's really about providing customer support via the channels that your customers prefer, which brings us to social media channels.
Using time and money efficiently are top priorities for most businesses. The challenge usually lies in finding the right balance between saving resources and providing a top notch experience, especially when it comes to customer support. Naturally, that’s where live chat comes in...
The interaction between businesses and consumers has completely changed, due to the increase in mobile usage and the rise in digital.
What is cart abandonment? Imagine a scenario where you walk into a supermarket and start filling up your shopping cart. While shopping you bump in to a neighbour, have a quick catch up, and following the “distraction” you forget all about your weekly shop and head off home.
This scenario is pretty unlikely in real life. However, in the world of eCommerce, it is just another day in the office. In fact, it is anticipated that four out of five shoppers leave their carts without converting.
Despite your well-laid plans, shoppers will visit your site and start shopping, only to be distracted by an email, a notification from another platform or even human intervention. And, they may never return. This forms the basis of cart abandonment. In simple, it happens when buyers add an item to a website shopping cart but never complete the transaction.
So how can you avoid shopping cart abandonment? Here are our top three tips to abandoned cart recovery:
Black Friday, Cyber Monday and other major "holidays" can make any customer service agent sweat. Who can blame them though, as the service lines and chat windows pop up one after another.
The popularity of Live Chat has been growing amongst all ages but it’s quickly becoming the most desired method of contact especially (and unsurprisingly) for millennials. They are more likely to prefer chat over other generations, with two top reasons being limited wait time and convenience. And as the popularity of Black Friday and it's online equivalent Cyber Monday grows all over the world, customer service agents manning live chat services have had to up their game!
Black Friday first began in the US and has spread like wildfire internationally. Last year 91% of retailers in the UK and 81% in the US offered Black Friday discounts and promotions, according to a SaleCycle’s study.
[Derived and updated from our previous blog by Petri Vilpponen]
With Halloween coming up, we have started thinking about the horror stories we face as businesses - Disappointed customers, high returns, low sales, cart abandonment...
And as we learnt from Game of Thrones, the night is dark and full of terrors, we wake up in the morning thinking things at work are as we left them, but that may not always be the case. With so much going on outside working hours, the experiences you deliver then can really make or break your brand in the eyes of your customer. Why? Because if something goes wrong, you need to be able to come to the rescue and deliver in the same way as you would during the day.
So how can you maintain your service quality and capture leads after hours, even with Michael Myers creeping on you?
The term artificial intelligence (AI) was first introduced a while back in 1956 by John McCarthy known as “the father of AI”. Since then, and especially in the 21st century, discussions have generally been split up into two categories - opportunities and threats/fears. And whilst the title of this article suggests the latter, the intention here is to walk you through the pros of AI and the ways in which AI-powered chat can work in tandem with humans to help them be better at their jobs, more efficient and allowing them to focus on those tasks that really need that human touch.
Facts, figures and detailed insights are often lacking, when it comes to customer service. That's why we wrote this jargon-free article with 4 examples of how different companies have succeeded in providing excellent customer experience online. We hope that by sharing how Finnair, Delete, XXL and If Insurance have improved their CX, you will gain actionable ideas and factual information for your own strategy.
In an initial implementation meeting with a customer, clear goals and KPIs for a chat service are always planned. The most common early stage goals often include characteristics like:
- Sales orientation
- Involvement to a multichannel customer service solution
- Supporting role in other functions like helpdesk, recruiting, online store, booking etc.
We have been doing a lot of research around customer experience recently, really delving into into all things CX, not only defining concepts such as customer journey and touchpoints, but also figuring out ways for companies to deliver real and tangible experience improvements to their customers. We have also taken a long, hard look at how and why customers and their needs have evolved, and dared to make some predictions of where we think customer experience is heading.
Right now, you probably have a bunch of different tabs open on your computer or your phone. If you’re searching for specific information, you probably go to the browser bar rather than reading through the site you’re already on. You may already have the information on one of the tabs, but why bother when a quick search gives you faster results.
Live chat is five times more effective than traditional customer service channels, it is easily personalised, and it can be applied at any stage of the customer journey. You might wonder how exactly this is done? Let’s have a look at how to implement live chat throughout the journey.
Choosing a university is one of the most difficult decisions for young adults. It’s often the first important decision they make by themselves, and it can be quite a nerve-wrecking process. Googling “Which university should I go to?” gives you 734,000,000 search results. Quite overwhelming when trying to make one of the biggest decisions of your life. The process can be even harder for international students trying to navigate a different education system without help or advice.
Conversational marketing has been a buzzword in the marketing field for a while now. This has caused businesses to start wondering whether they could benefit from conversational marketing. Do companies even recognize conversational marketing as a separate activity from inbound marketing? What is the difference between the two? We started thinking about this too - are we conversational marketers? Let’s see what these concepts mean and how to utilize them while figuring out what kind of marketer you are.
“In the future, online meetings and discussions with the same sales representatives in different kinds of digital channels may be seen as personal as face-to-face meetings and phone calls are seen today.”
If you take a quick look at your online sales, what do you see? Have you got a successful digital business model generating all the leads and sales you need? Or maybe you have not yet got the results you expected? Whatever your situation, we are confident that the model we propose below will add significant value to your digital business and considerably improve customer experience.
Chatbots are your first line of customer service and a crucial part of your virtual assistance solution. As exciting it might be to have a face to face conversation with a robot, the technology still doesn’t live up to online users’ expectations.
Implementing a chatbot is an excellent method for interacting with your (potential) customers 24/7/365 while keeping cost in check. If you are not yet considering jumping into a chatbot and AI bandwagon, you should!
However, before you reap benefits mentioned above, you need to do some work. Building a chatbot that delivers results requires both time and effort. We at GetJenny have helped our customers to launch dozens of chatbots (and quite a few of them on giosg platform), and we believe we’ve found the right steps to a successful chatbot launch. We hope that sharing some of our lessons helps you to carry out a successful chatbot project as well.