Today’s consumers are proactive. They have access to information about a company, reviews about it, and can compare your prices with competitors to choose the best offer. Therefore, they do not rely only on what is shown in advertising or what sellers say. According to NielsenIQ, only 31% of buyers say that they buy everything that is advertised.
Most often, the decision-making process for a purchase looks like this:
Search for the necessary product/service on the Internet. Studying websites, usually those that appear on the first page of search results in Google or Yandex.
Study the company’s social networks, if they exist.
Monitoring reviews on netherlands whatsapp number data various forums and specialized sites, as well as on the brand’s social networks themselves.
Communication with the company in a convenient channel (if such a choice is offered) to clarify information on any questions that arise.
Compare prices with competitors.
Making a purchase decision.
Choice of how to buy: online or offline.
Based on this
we can conclude that the customer’s path is not always straightforward – went to the site and bought. Before making a purchase, people search for information, study various offers from competitors, analyze whether the brand’s promise matches what the buyer will actually receive.
Sometimes one bad review on a popular resource is enough to refuse a purchase. Therefore, companies need to work ahead of the curve. Modern consumers expect fast and high-quality support canada cell numbers from companies at all stages of the purchase decision.
>To meet customer expectations, online stores can offer a more convenient user experience: a fast site with a clear interface, fast support when questions arise, personalized offers so that customers want to come back again, convenient payment methods, etc.
Website usability
The vast majority of Russians (77%) who make online purchases do so using mobile phones (according to a joint study by Viber and SberMarket). Therefore, it is important to adapt your website to mobile devices, as well as to work out the UX of both the desktop and mobile versions. It is also important to take care of the speed of the website. For example, large images may load more slowly, especially on mobile devices, which may ultimately scare off potential buyers.
Speed of interaction with the company
To have a competitive advantage in the market, it is necessary to reduce the response time to a few seconds. According to the Service Level standard, 80% of chats in contact centers should be button to turn on off the built-in livetex translator accepted within 20 seconds. Most often, companies set the response time for a request to 1 minute. Based on the practice of LiveTex clients, we can say that the optimal time is for the user to wait for a response and not close the dialogue.
Use modern technologies to provide fast customer support. For example, a chat platform at LiveTex , which combines all text communication channels in one place. CC employees do not need to switch between interfaces of different programs – all messages can be answered from a single application. A wide range of tools will help operators process requests faster, for example, quick responses – pre-prepared phrases for frequently asked questions, or hot keys for quickly calling application commands, etc. To improve the quality of service, operators have access to spell checking to avoid typos. And transfer to another employee in a couple of clicks, while the communication history will be available. And the client will not need to repeat the question twice.
You can also connect chatbots to relieve operators and provide instant responses 24/7. They will take on a large (up to 80%) part of routine questions, and will also prevent a queue from building up. Answering any number of visitors simultaneously.