Are You Losing Customers to the Competition?

Service

Tony Hsieh, CEO of Zappos, once said, “Customer service shouldn't be a department. It should be the entire company.” After all, your customers are the ones who keep your business going. Anyone who's ever had a terrible customer service experience knows that it can really ruin your impression of a company. In fact, a study conducted by Lee Resources found that as many as 91% of unhappy customers will never willingly do business with a company again. Some companies don't care at all, others give the bare minimum, but the most successful businesses out there go above and beyond to make their customers happy in every situation.

Availability

In a world of smart phones, apps, and digital assistants, most of the population isn't used to waiting very long for anything. Back in the day, terminal hold was so common, they even played some nice music to keep you entertained while you wasted half your day waiting to speak to a representative. Nowadays, if you aren't available immediately, your customers will find someone else who is. Customers choose the ones that are there right when they need them. A study conducted by Visually found that over 32% of customers believe that they should never be placed on hold because someone should always be available to assist them. When your customers need you, they need you NOW, so make sure you're always there, and they'll keep coming back.

Personalized Experience

Customers love to feel acknowledged and that their patronage is appreciated. To some companies, customers are just numbers, and trust us, customers know when that's the case. Whether you're running an e-commerce site, medical facility, real estate office, or university, it's important to make sure every customer feels like an individual. To be successful over the competition, it's vital to know your customers and to establish good working relationships with them to best understand how to cater to their needs. My favorite breakfast spot isn't at the top of my list because the food is particularly unique, but because every I leave, they say, “See you next time, Natalie!”

Convenience 

Your business' practices should be about conveniencing your customers, never yourself. After all, no matter what your company is offering, it likely exists to solve a problem for them. Convenience is everything this day in age. The most successful businesses make themselves available in a simple way, and always make sure that help is only a few steps (or clicks) away. Whether it's a good location, great parking, or a website that's easy to navigate, customers will always choose the company that does what the others do in a much more streamlined manner.

As time goes on, it becomes more and more vital to make sure you're taking the utmost care of your customers. Live chat by ChatBeacon is the perfect solution for setting your website apart from the others with service, availability, personalized experience, and convenience. With features like chat bots, firmographics, translation into 52 languages, and dozens more, ChatBeacon gives you the edge you need to be successful and keep your customers coming back again and again. For more information on our product, or to discuss how ChatBeacon can help you, start a chat with a member of our team.