Recent studies have shown that customers want a personalized experience when they buy products. Companies are beginning to understand that the price, membership bonuses, discounts or the product itself are not enough to retain customers or acquire new ones. Customer engagement is necessary for the new web consumer and face-to-face relationships could be the key for online merchants.
Trust will be key in your business
Merchants need to show consideration to their clients’ needs. Consumers spend at least 40 hours a week at work to make a decent living. When they spend money, they want to know they are not throwing away their hard work. Building trust in this matter is essential. To build confidence companies need to value the relationship with their clients. Having an expert to talk to in video and audio chat instead of a simple FAQ page makes an amazing difference. You show transparency, you prove you are consistent in your service and you demonstrate interest in your customer. What does he/she like? Can I recommend him/her another product? Your client will be pleased to have a real dialog.
Your expertise will make the difference
Another big step where a video call helps you more than any other “technique” is for retaining clients. It is proven that retaining a client is far more efficient than acquiring new ones. To do so you need to truly help people. Customers who receive assistance from a sales person will be more likely to return for another purchase. Your company becomes an expert on the subject and you become the website to go to.
Don’t let your clients down
It is very easy to be disappointed by a company when something happens to go wrong. Incorrect address delivery, damaged products, or disappointment about the quality. That’s where good customer support is crucial. You can lose all of your efforts because of a too complicated, too slow, or not precise support process. If a customer has a complaint he wants to know that someone cares. E-Mails take time and don’t necessarily convey your will to quickly and efficiently resolve your customer’s problem. Through video and audio chat you can settle the issue in a true human relationship, which is critical in these situations.
E-businesses can’t wait any longer as clients become harder to please. Low prices are no longer enough of an incentive anymore. Online customers need a true relationship with their e-merchant. So talk to your clients and show them you care about doing business with them!
