Hold, Please.

Posted by Speed Commerce

“I’m transferring you to another agent who can better assist you.”

How many times have you heard that as a consumer and thought “No.. no.. NO!!!!”?  Bottom line: every customer care agent should know and represent your brand to the fullest extent, so they don’t need to transfer your customers’ calls. In fact, 83% of consumers require some degree of customer support while making an online purchase – knowing that alone should convince you to make customer care an ecommerce priority. And nothing says “not a priority” like letting a customer ask a question, vent frustrations, or tell a long story before offering them absolutely no help at all!

More importantly: there are long-term impacts on your business when it’s handled poorly. Forbes covered 50 statistics that prove the value of customer experience. Here are five to ponder:

  1. 87% of customers who say they had a great experience will make another purchase from the company, compared to 18% of customers who had a very poor experience.
  2. Companies that provide an emotional connection with customers outperform the sales growth of their competitors by 85%.
  3. Customers tell an average of nine people about a positive experience with a brand, but they tell 16 people about a negative experience.
  4. American consumers will pay 17% more to purchase from a company with a reputation for great service.
  5. Loyal customers are five times more likely to purchase again and four times more likely to refer a friend to the company.

Are you ready to offer your customers a VIP experience? Speed Commerce specializes in outstanding customer care for our retail clients and we can for you too! Contact us to learn more.

Ready to get started? You could be live in less than 6 weeks. Get Started Now