Improving customer service response time can help ecommerce businesses to retain customers

New Ideas in MarketingEssential news for marketers, summarised by YouGov
August 12, 2020, 5:29 PM UTC

88% of customers expect a response from a brand within 60 minutes of their complaint.

With 51% of customers saying they never do business with a company after a single negative experience, companies need to focus on optimising their customer service. To achieve this, businesses should improve their response time as a slow response can leave customers unsatisfied.

Stating expected response timings or open hours can help businesses set customer expectations on turnaround timings. Ecommerce companies can set up automated replies to inform customers about the response time. Setting up live chat on the website or social channels can further help provide real-time resolution to customer queries.

Businesses can also leverage AI-powered chatbots to resolve the commonly asked questions and redirect the complex customer problems to CS executives. Though implementing live-chat support can be expensive, but it can vastly improve customer retention rates.

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