Online Customer Service: going beyond web self-care

The goal of any customer service interaction is total customer satisfaction on first contact46% of consumers expect great customer support online from the brands they love, and a further 33% say that a commitment to excellent customer service is a significant factor in their loyalty to the brand. These are the key findings of a recent survey conducted by The CMO Council (http://www.cmocouncil.org/) on more than 1300 consumers.

77% of consumers responding to the survey say they go to a company’s website to search its content when seeking answers, product, or troubleshooting. And they want it fast: 41% said they expect their issues to be addressed either immediately (22%) or within an hour (19%).

 Vivocha allows you do exactly that. Give it a try

Vivocha lets you monitor, interact, and react with your customer or prospect in real-time, just as if they were in a retail store with you. You get to see where they go, what they click on, and you have the capability of engaging them in any moment. This capability, combined with the instant knowledge of the customer’s purchasing history, provides you unmatched personalization of your customer’s or prospect’s experience on your site.

Vivocha provides a unique set of tools and real time data that allows you to treat each customer or prospect individually. Vivocha provides state-of-the-art multichannel communication and engagement capabilities, including live chat, Voice Over IP, video, and call backs features.

No one knows your business, or how customers and prospects should be treated, better than you. With Vivocha, you get an easy way for you to create those engagement rules. As a matter of fact, with Vivocha you’ll know more about your customer than if you were standing next to her face-to-face in a retail store. In addition to all the customer info in your database, you’ll know how she got to your site, – through an ad, an affiliate, or via search, and you can easily design smart rules to treat her appropriately.

The same powerful tools and data acquisition strategies that Vivocha uses for converting prospects into customers can also be used to provide superior customer service.

The goal of any customer service interaction is total customer satisfaction on first contact. Vivocha has features like co-browsing, so that the rep knows the real-time navigation path of the visitor, and can see what she is seeing. Vivocha also provides the ability to create prepackaged responses to frequently asked questions to enhance the agent’s productivity. These can be edited so you can make every interaction personal.

Vivocha is entirely cloud-based, so there’s no installation or maintenance of software necessary by you. It can be accessed by any device, anywhere. You can be traveling and still get up-to-the-minute data on customer interactions via your smart phone or iPad. And since it’s cloud-based, you pay for only what you need. You don’t have to build out a whole customer support infrastructure anticipation of future growth. Vivocha is there when you need us.

Another great thing about Vivocha is that it enables you to gain valuable insights into your customers and acquire real-time market research. Find out what is driving your customers and what is annoying them. This information can be a marketer’s best friend. This is especially valuable when it’s segregated by customer profile, the way Vivocha allows. This is a great way to better serve your best customers, the 20% who provide 80% of your revenue. You also get to see howyour best customers use your site. You can then use this information to guide others.

This is what Vivocha promises and delivers, give it a try: request a live demo now

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