Why does the customer support experience matter so much? Because 54% of customers will share a bad experience with more than five people – but only 33% share their positive brand experiences (according to research from Zendesk). And with the digital economy as competitive as it is, no business can afford to provide anything but the best customer support.
With that in mind, here’s how you can take your customer homeowner database experience (CX) to the next level with in-app chat support:
Improving CX with in-app chat support
Businesses that adopt an omnichannel customer support strategy achieve 91% higher retention rates compared to businesses that don’t, according to research.
Omnichannel customer support increases customer satisfaction
This makes sense since your customer base is made up of different people with different habits. For example, your baby-boomer customers may prefer calling, but your millennial customers’ channel of choice is far more likely to be chat apps.
When it comes to customer support, instant communication is key – and chat is instant. Customers want their problems to be resolved efficiently, with 60% of customers expecting a response in 10 minutes or less.
Chat apps help provide quick customer support responses
There are added benefits to adopting in-app chat support. When banking giant RBA introduced chat support in Russia, they saw their cost-per-contact drop 10x, while their net promoter score (NPS) grew 19%. This shows how much convenient and instant customer support can benefit your business.
Making chat apps work with all your customer support channels
When building efficient omnichannel customer support, it’s important to sync and archive any cross-platform communication with customers. The customer knowledge base that you build through customer support conversations should be saved in one place so that you can use these to create conversational, personalized support across all channels.
Using the examples of chat apps and voice, let’s see how this can play out in real-time using conversational messaging.
Say your customer bought a smartphone, and they can’t wait to start using it. Here’s what the delivery notification would look like using a chat app:
Example of customer service notification using chat apps
Your customer can click the ‘YES’ button to choose a convenient delivery time, and change the delivery details using the chat app.
