Good news, contact center pros: You can do more than ever to get customers to buy more this year. Here’s how:
Customers in a RightNow poll said they’d be encouraged to buy more if companies:
- made answers to their questions more accessible before they bought (61%)
- improved customer service (66%), and
- tailored the experience (23%).
Try these tactics to live up to those three customer expectations:
- Update FAQs often on your website, IVR and in written, promotional material. Ask friends and family to review the information to make sure it’s clear.
- Respond quicker and more personally to calls. Set new goals to speed up response times and reduce wait times.
- Make it personal. Use customers’ names and refer to things they’ve mentioned in conversations so they know you’re focused on them and their needs.
