Web Support and How It Can Improve Your Online Conversion Rate
Customer support. People want to feel taken care of, and having a team dedicated to doing that can only help your business.
This is critical to retaining your customers. Existing customers have a higher conversion rate for businesses, and it is much cheaper than having to find replacement customers.
What is one way you can retain customers? Having good web support.
What is web support? How does web support help keep customers satisfied?
This is your guide.
Improving Response Time
The first thing that you need to do is improve the response time to your customers. This survey revealed that the average company takes over 12 hours to respond to customer support requests.
That is too long when you realize what the expectations of the customers are. Almost half of all customers expect to get a response from a company in four hours or less. About 12% of people even expect to get a response in less than 15 minutes.
So, what can you do here? The answer is that you can dedicate a team to work on customer support phone calls and open up live chat support.
This system ensures that you always have someone monitoring customer service inquiries and that your company can respond to them promptly. That should improve your response time, and if you meet that expectation from customers, you will likely see a higher conversion rate.
Quality Customer Support
The next thing that you need to do is ensure that your company is offering quality customer support. If your company does this, a customer is more likely to keep doing business with you.
To do this, you need to get organized. Think of the most common questions that customers might need support with and make them the first options to be answered by a FAQ sheet or customer service.
Once you do that, make sure the people that are chatting with your customers are knowledgeable about your business and the issues that come up. Make them prepared to deal with customers and have answers for them.
Finally, it helps if your customer support is friendly and informative. It can leave the customer feeling satisfied and more likely to stay on.
One other thing that you can do is encourage feedback from your customers. To do this, create a survey and ask a customer about every aspect of their experience. Give them options to express what they liked and did not like about their experience with you.
Then, use web support to send a notification to them about this, whether it is by SMS or email. Getting feedback from customers can help you know where your business thrives and where it needs to improve.
Get Web Support
These are three of the biggest ways that web support can help improve your conversion rate. If you have higher quality with your customer support, improve response time, and encourage feedback from customers, you should see those improvements in no time.
Do you need web support services? Message us today to get started.