Figure out why your Customers are waving you off?


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What is the most alarming threat to modern-day businesses? For an entrepreneur there could be nothing as unpleasant as losing customers because the survival and progress of a business is majorly dependent on the number of buyers it has. Leaving customers bode ill for a business indicating that it is losing its popularity and worth in the market and if the situation prevails for a longer time period, the results might be seen in the form of complete collapse.

Causes for Customer Loss

There are a number of factors and reasons behind this dilemma but the most obvious fact, which is known to everyone in the business world is the ‘poor customer service standards’. According to a recent survey, businesses are losing one third of their customers due to poor customer service. One of the common discrepancies which are held responsible for dropping the standard of a service is the long wait/hold times, which costs approximately £15 billion a year. That’s a huge loss!

For an online business, the other major factor behind high bounce rate is the lack of seamless support. When an online business gets connected to its clients through email or telephone, the chances of establishing seamless connectivity become low. Due to overload on the telephonic helplines, the risks of call hold or drop are high; whereas an email conversation is always slow with lots of pauses and a customer may miss the message if it travels down to spam. That’s frustrating!

The lack of personalized support on websites is also another biggest problem for which customers leave a particular business because they get a feel of being dealt by robots. Usually, when your CSRs send a default email or message to multiple recipients with a general message, a perception is created as if the customers are solely being dealt by the machines, not humans.

Threats a Business May Face

The social media-savvy customers have become more expressive than before; therefore, after having a good or bad service experience they are likely to share it with so many other people in their social circle and also in their family and surroundings. A survey done by American Express indicates that customers are more likely to share their negative experiences than the positive ones. The survey further indicates that only 46% of the American consumers are likely to share their good experiences; whereas the 60% share negative not only once but frequently on different platforms. Thus, taking the situation in view, a negative review or comment can go viral when shared on social networking websites, ultimately causing serious damages to a business reputation and money loss. That’s risky!

Need Solution for the Alarming Situation?

Dealing with ‘waving-off’ customers is not a rocket science, as it just requires rational and timely decisions which will reduce customer abandonment or can even retain customers. Below are few important aspects that a business should really look at:

1: Observing Consumer Behavior – Closely observe the customers’ pain points, buying behaviors, and preferences.

2: Cut the Long Wait-time – As a survey result shows that about 45% of customers abandon the purchasing decision when they have to wait for the support longer than a minute. Installing a live chat software on your ecommerce website enhances user experience and provides real time responses to their valuable queries. The multitasking through this chat solution allows CSRs to provide quick assistance to more than three customers simultaneously.

3: Make a Stronger Team of CSRs – Customers get frustrated when they are being escalated to more than two CSRs and this usually happens when questions and queries fall outside the standard procedures on which your agent has been trained on. Well trained team of CSRs then enhances level of customer service, resulting in achieving ultimate customer satisfaction.

4: Improve your FCR – When customers contact you multiple times to get their issues resolved, there are chances that they might leave your business in frustration.

5: LiveAdmins® gives an opportunity for businesses to experience live chat service by interacting with the human agents who will provide best solutions for improving customer service standards.

Adam Methew
Professional in Corporate Communication and Digital Marketing, Adam Methew's area of expertise include Customer Service, Digital Marketing & Branding, Entrepreneurship, Growth Management, Ownership Strategy, and Growth Strategies. Adam has offered his contributions as a "Valuable Contributor" for and other valuable blogs.


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