As a business owner, if you had to rank your priorities, profitability would probably be No. 1, followed closely by customer service. Though, focusing on No. 2 could also help boost No. 1. According to a Qmatic study, 86% of customers are willing to spend more to get a better experience. So, as you can see it is important to efficiently manage customer expectations. Not only is good customer service are the key to customer retention, but it only takes one bad brand experience to send 90% of customers running. And customers who experience poor service are twice as like to tell others about their negative experiences than those customers who have a positive customer experience.
Managing Customer Expectations with Avaya
While shopping at brick and mortar stores is still the primary way that consumers browse for and buy goods, online shopping is becoming more and more popular. For this reason, it is important to first focus on managing online experiences.
“While retailers aim to make their websites easy for consumers to navigate and buy items, more people encounter problems with ecommerce processes than decision-makers may think,” explains Avaya.com blogger Michelle Brusyo.
According to Business 2 Community and Invesp, 83% of online consumers require assistance when making an online purchase. On top of that, 89% have left retail websites due to poor customer service. So you have to ask yourself, “How well do I manage online customer expectations?”
- 31% of customers expect to be helped immediately
- 40% expect to be in contact with a representative within five minutes
- 82% cited quick issue resolution as the top element of a great customer experience
How long does your customer service process take? Are your customers having positive experiences online? Avaya can help! Click Here to find out how.
Want to learn more about Avaya?
Advanced Communication Systems, located in Maryland, is a national vendor of Avaya and Cisco telecommunications products. We are here to help you select the communication system for your business. We have experience in every major industry sector and business size, from small businesses to Fortune 500 companies.
If you have any questions about Small Business Phone Systems from Avaya, please contact Advanced Communication Systems at 1-800-750-3624 or visit BuyTelephoneSystem.com today! You can also follow Advanced Communication Systems on Facebook, Twitter, LinkedIn, and Google+.
Sources:
It Should be a No-Brainer: Online Customers Want Better Experiences, Avaya.com
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