Thursday, March 16th, 2017
We all know that sinking feeling… You’ve been shopping on the high street only to realise that having gone from one shop to another, you end up back in the first shop you visited where you finally make that purchase! It’s frustrating because better information invariably leads to better decision making and buying online or over the phone is no different.
It follows that mapping a customer’s journey can be vitally important. Giving users too many choices can leave people feeling overwhelmed and may ultimately impede their decision-making process, so it is important to clearly signpost what the next move should be. If you make it easy for them to buy from your business they will be more likely to repeat the process and even recommend that others do the same.
It makes sense to periodically review the purchase process to determine whether there are any unnecessary steps and to obtain feedback from customers and always act on it. When things go wrong, (as they will from time to time) a customer centric approach to resolving the issue can have a significant impact on retention levels.
Of course, training staff to always answer the phone promptly and to reply to all emails and online messages at the very earliest opportunity is vital. Even where prospects and customers use instant messaging, they will also expect an immediate response so most messaging Apps have a built-in auto-responder feature to ensure users are not left “hanging around” too long.
That said, the fact remains that most users prefer to speak with a human being, and with 24/7 customer services on the horizon this is likely to present a real challenge to many businesses, particularly if they do not use an inbound call centre.
It’s best to plan to ensure you have the capacity to cope with the busiest times, but to ensure that staff are not just sitting around at others. Peaks can arise seasonally, be it off the back of a trend, or perhaps from the awareness created by an advertising campaign. Either way, make sure you have resources in place to cope by outsourcing the overflow to a contact centre like mplcontact Sutton Coldfield, a call centre offering contact centre services here in Birmingham.
mplcontact Sutton Coldfield are here to help with your buying process and customer services so call us today on 0121 362 7001 or alternatively, just complete the online enquiry form by clicking the link HERE.