Excellent customer care is a key factor in satisfying your audience and encouraging them to remain loyal. When they have a question about shipping
information, it is important to be able to find a solution as quickly
as possible, on their own terms. With the increasing demand for self-service, having an effective strategy
for customer care questions, is equally as important as having one for support
questions.
Here is an example of a noHold customer recognizing this
need for customer care support. Later this week, a leader in the PC and
consumer electronics industry is launching a customer care Virtual Agent. This
VA is designed to answer questions regarding shipment/purchase information,
account access, and more. Having
both a support and customer care Virtual Agent allows users 24x7 access to get
answers to all types of questions. Companies can position the
Virtual Agents together (as one) within the typical support web page, or
encourage consumer use by promoting an individual URL as the first line of defense
for customer care issues, specifically.
Customers want to know that the company they purchase from
is there to help every step of the way: before, during, and after the purchase.
From a customer experience stand point, nurturing the relationship is imperative to
keeping current customers and gaining new ones. A Virtual Agent can help through all aspects of the customer journey, coming full circle to create loyal customers
by…
- Engaging prospective customers through personalized marketing
- Guiding them along the sales process by educating and up-selling
- Providing excellent customer care
- Supporting them as they maintain a valued customer
How does your company handle customer care questions? Do you
see Virtual Agents as being a link between the various stages of the
customer journey?
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