Customer Experience News & Trends

How much is enough when it comes to online resources?

You have product descriptions, instructions and reviews online. Is it enough to satisfy your customers?

In this case, too much is probably never enough.

The more useful content contact centers can provide, the happier customers will probably be. That’s because 80% of customers research products online every week, the 2012 Consumer Views of Live Help Online by Oracle found.

The key to content is it must be valuable. Explaining products with in-house jargon and praise will actually turn off customers.

The better bet is to have agents gather real commentary and testimony from customers who use the products. Use their language and enthusiasm (or lack of it, for the most genuine content) on the website.

Another key: Work with IT to regularly update content. Out-of-date information will turn off customers.

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