Trying to move customers through your customer service journey can be treacherous endeavour, but lending a helping hand is always a good thing right?
Well, it may be wrong. According to the recent North American Technographics Customer Experience Online Survey [Q4 2009 US], only 27% of online consumers agree with the statement, “I like having an instant messaging/online chat box appear and ask if I need help with my online research or purchase.”. Therefore the rest must see it as annoying when they don’t initiate the dialogue?
Is there a happy medium? Forrester’s Diane Clarkson suggests the following:
- Ensure the invitation design to chat clearly communicates this could be helpful rather than annoying
- Along those lines, make sure it easy to decline, remember nearly 7% of respondents preferred to find help themselves.
- Lastly, and this should be obviously polite, once a customer has declined, either don’t offer again!
Read Diane’s original post here
