Imagine for a moment that you are the customer. How long would you wait patiently for someone to answer all messages qWhat do you send with a question or complaint? little, right?
This is precisely what happens with all customers. It is well known that they wait very little to satisfy their curiosity and, when the attention is not physical, the time decreases even more.
EIt is for this reason that it is of the utmost importance to speed up responses from your customer service area. Because, have you thought about what happens if you take longer than the client wants to wait?
Does your company answer all messages from its customers?
To begin with, Have you verified if your company answers all the messages that arrive?
Whether through WhatsApp or conventional social networks such as FB, Instagram or LinkedIn, responsiveness is of the utmost importance. Not answering messages is even worse than taking time to do so.
Why should you answer all the messages they send you?
Answering all the messages that are sent to you is a way to guarantee the permanence of your clients in the business and to build loyalty with the brand.
Every time you answer a question or solve a problem, send the message "I'm there" to your customers.
It is extremely important not to lose the interest of the client cAnswering all the messages helps the client not to lose the attention he has been giving you, either:
- during the sale
- During the use/lending of the product or service
If a captive customer loses interest, not in the product or service, but in the company that sold him, he is a customer who will not buy or recommend your brand again.
Although not all those who call customer service are really customers, it is true that 90% of them will become customers if you know how to do your job well in the area. The vast majority of non-customers who go to query resolution services do so in order to resolve small obstacles before buying.
Resolving small doubts of a prospect is to ensure a sale alreadyhelp build loyalty
The customer experience does not end when purchasing a product, as we have already seen in topics such as CX, the customer experience.
According to a study by Zendesk, 57% of the people consulted consider customer service as the main attribute that makes them feel loyal to a brand.
A client who has received good customer service, with:
- Operational
- Agility
- Amiability
- Result
Allows cross-selling and up-selling
From the hand of the previous point, we can observe that, if a client is attended correctly in customer service, he is a client who can be:
- Cross-sell: with the purpose of suggesting products complementary to the original to the customer and increasing the purchase receipt.
- Carry out an upsell: For that the client acquires a more sophisticated, modern or expensive version of the product that he originally intended to buy.
Improve your reputation as a brand
Yes, without a doubt one of the best advantages offered by answering all the messages that arrive in your customer service mailbox is being able to improve your brand reputation.
And it is that in the era of social networks a good comment may not mean much, but a bad comment is undoubtedly very harmful.
Conclusions
Nobody likes waiting. And in the middle of 2022 where everyone expects to have the answer within reach of a click, it is vital to obtain immediate attention and resolution.
Answering all messages not only means responding to them, but also giving them a really effective response.
In order to provide the best service through multiple channels, it is important to have tools that support you in customer service and, above all, in multi-channel management.
Know chattigo and start raising your NPS.
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