Responsiveness is interpreted as caring.
64% of customers expect real-time interactions.
Your mobile phone
5
docs.google.com
experiencematters.blog
2
4
The top companies are 2.4 times more likely than underperformers to excel at personalization.
It’s psychologically satisfying.
This is the most time-efficient way to help customers.
What’s convenient and efficient for the business may not be convenient and efficient for the customer.
Traditional support channels such as phone, email, and chat put the burden of work on the customer to call or email and often force them to wait to get help.
Talking to someone on the phone
Chatting with a person on your computer
Meeting with someone in person
Self-service on your computer
PERSONALIZE AND BOOST RELEVANCY
5
Consumers love to solve their own problems.
RESPECT CUSTOMERS' CHANNEL PREFERENCE
EMBRACE ASYNCHRONOUS MESSAGING
RESPECT CUSTOMERS' TIME
convinceandconvert.com
3
1
EMBRACE SELF-SERVICE
There are fewer chances for errors and frustrations.
Telephone usage will continue to decline.
With messaging, customers get notified of your response and can respond accordingly.
OF JAY BAER'S
COMMITMENTS OF
CUSTOMER-CENTRIC COMPANIES
Interaction modes will continue to proliferate, and currently include:
