Online shopping has never been easier; websites are becoming more advanced, with easy navigation, useful tools, and rich information. Product and service reviews are also readily available. However, the fact remains that support from a live customer service representative is still necessary to complete the buyer’s journey on a positive note. According to a study by Forrester Research Inc., 42% of online shoppers said that they had contacted a business about an online purchase.
What are the reasons customers still need assistance despite having a user-friendly website? Here are the top three:
1. Customers need more information
If you’re familiar with the online shopping fails that are trending online (done in Expectations vs. Reality style), then you know that shoppers are becoming more careful before commiting to buy a product. As customers can’t thoroughly examine the product by reading information alone, they may end up with ill-fitting clothes, incompatible software, or even damaged goods. As such, they’ll most likely have some questions that only a live, human representative can answer.
2. They’re not familiar with online shopping
There’s always a first time for everything, so newbies may need your assistance, whether it’s for filling out information, navigating the website, using your software, or completing the transaction. Tailored technical support services will come in handy in this type of situation.
3. They have concerns regarding the purchased product
There’s always the possibility of customers changing their minds after buying a product. It may be because they’ve found defects, or because the goods didn’t meet their expectations. In such cases, customers usually prefer calling customer care to resolve these issues.
It can be tempting to think that customer service is something reactive. However, customers need support before, during, and after they make a purchase. Remember:
- 85% of consumers would pay up to 25% to ensure an excellent customer service experience (Harris Interactive)
- 70% of buying experiences are based on how customers are treated (McKinsey)
- Customers will do business with you again 70% of the time when you resolve a complaint in their favor (Lee Resources)
Providing great customer service is the key to getting and keeping customers. Live support also helps improve customer and B2B lead generation; think of it as a way to engage with and capture prospects when they visit your site.
Forward BPO is a call center outsourcing company in the Philippines. We specialize in multi-channel customer care, telemarketing, and back-office support, among others. Learn more.