As much as technology makes modern life easier in so many ways, there are still occasions where your customers need and want to speak with a real person.
Advances in tech have made the customer journey more convenient for customers. For example, eCommerce means consumers have access to thousands of products in an instant. This makes comparison shopping considerably easier and less time consuming, as they can research and make purchases without being restricted by time or place.
On the other hand, there are some downsides to this shift in buying behaviour that we mustn't ignore. Just because customers are making purchases online does not mean they don't require the same level of support they might need in a physical store. Websites are convenient, but they can also be isolating places for customers who need further support ahead of making a decision.
In this episode, we run down 5 situations where customers prefer to real people.
Hey guys! This week we're going to be looking at five situations where your customers want to be talking to a real person. So, let's get started!
Number one: When buying something complex
If you're buying a product which has a lot of factors to consider, something like a car or a holiday, you might have lots of questions which need answering before you're comfortable to make that purchase.Chances are, you'll feel much more confident having your questions answered by a friendly, specialist support agent;
somebody who can answer your questions from both an emotional and a logical
Number two: If you're buying something valuable
In many instances, when you're buying something complex it's usually also expensive. Think about cars holidays or electronics. However, there are also occasions when
you buy something expensive or high value which isn't complicated, like buying an expensive coat. Despite this being a relatively simple purchase, your customer is still parting with a lot of cash so they're likely going to want to speak to a real person before making that decision.
Number three: When you have a problem
"Hi, I have a problem with my order... is there a machine anywhere I can speak to?!"
I don't think that one needs any further explanation, so moving on...
Number four: If you want a personalized service
One of the key elements in creating a great customer experience is by offering a personalized service. A highly trained support agent can offer your customers a truly tailored experience, by having real conversations with them as they guide customers through your website. It doesn't get much more personal than that.
Number five: When you need more context
Sometimes you just need a little bit more context before you go ahead and make a decision. A good example of this is when you're buying furniture. A customer might want to discuss anything from product dimensions to delivery dates before they go ahead and purchase. In these situations, it's also quite useful to offer video calling to your customers as well. This is because you can actually show them the products, so customers can get more of a feel for how the product is going to look before it arrives.
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