We all demand more today; our online world has created a culture of instant gratification, as everything is at our fingertips and we can get everything we want, now. So the question is - how long do you expect your clients to wait for a response from a member of your team? And more importantly - how long are they prepared to wait? Therefore the big question is: are you reactive or proactive when it comes to customer service?
Are you waiting to react?
Your website ‘contact us’ page may have all the bells and whistles, and enable customers to contact you via phone, email or social media, but in essence you are still waiting for them to make the first move, at which point you will react to their needs. On-demand or reactive customer service is the norm today, but not for long. What if you could be proactive in your approach to customer service, and impress your clients with your speed of response?
Our live chat service is a powerful resource that enables you to interact with your clients in a proactive way. It is not a robotic or automated feature; your clients will be talking to a real person who is highly trained to respond as if they were a member of your team.
Prospective customers can benefit from their questions being answered quickly, keeping them happy, willing to buy and impressed by the service you are supplying. We know you are not available 24/7, but we can make it look like you are. In fact, 52% of the Yomdel Chats we respond to on behalf of our clients are conducted outside of normal office hours.
Make the first move
This proactive approach is a valuable way of generating a relationship of trust and loyalty between you and your (prospective) customers by delivering an amazing customer experience from the moment they visit your site. The chat operators can proactively interact with your clients without them having to engage with you first - saving you and your staff time and resources.
Proactive customer service breaks down barriers and allows a customer to feel more comfortable asking questions or highlighting issues. The pressure of making that ‘first move’ has been taken away, leaving them free to start engaging.
Research shows that the informal 'chat' approach to customer service leads to website conversion rates of 50% from chat to actual lead. This is because people are engaged, they want to talk, to ask questions and, most importantly, to find out more. Unsurprisingly more and more businesses are moving away from reactive customer service and working with Yomdel to introduce a more proactive approach to engaging with their clients.
Yomdel is proud to be the pioneer of truly intelligent managed live chat in the UK, offering the best live chat experience which significantly improves an organisation’s website lead generation, converts customers into fans and which also adds significantly to its clients’ bottom lines.
For more information, please visit www.yomdel.com or email info@yomdel.com
