What is the single biggest tip to convert a customer who visits your website/social channel?
No, it is NOT the request for quote form!
Be "Available", period!
Three Simple Steps to being 'Available'
A. Have your company phone number posted where visitors can easily see it on your Web pages/Content and on Social Pages.
B. Have a live chat attached to the site if possible, but phone is a must.
C. Hire Strong Customer Support Reps with Social Media Community Management knowledge who are passionate, available and empowered to respond/engage.
Done !
Most people in the world, still would like to pick up the phone or just talk/chat, ask some questions, and get answers from a human. Do all it takes to make that experience less frustrating.
Rackspace is great inspiration if you are still not convinced. They call it 'Fanatical Support' - it tells a lot about the seriousness with which they view Support.
By the way, is your Customer Support Team on Social Media (Atleast on FB/Twitter/G+/LinkedIn)?
One out of 4 (some studies, even says the number is every 3rd user, which is a whopping 33%) users, would prefer contacting you on Social Channel than over phone! So be "Available to Engage through Social Channels"
No, it is NOT the request for quote form!
Be "Available", period!
Three Simple Steps to being 'Available'
A. Have your company phone number posted where visitors can easily see it on your Web pages/Content and on Social Pages.
B. Have a live chat attached to the site if possible, but phone is a must.
C. Hire Strong Customer Support Reps with Social Media Community Management knowledge who are passionate, available and empowered to respond/engage.
Done !
Most people in the world, still would like to pick up the phone or just talk/chat, ask some questions, and get answers from a human. Do all it takes to make that experience less frustrating.
Rackspace is great inspiration if you are still not convinced. They call it 'Fanatical Support' - it tells a lot about the seriousness with which they view Support.
By the way, is your Customer Support Team on Social Media (Atleast on FB/Twitter/G+/LinkedIn)?
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