OF JAY BAER'S
RESPECT CUSTOMERS' TIME
RESPECT CUSTOMERS' CHANNEL PREFERENCE
EMBRACE ASYNCHRONOUS MESSAGING
PERSONALIZE AND BOOST RELEVANCY
Responsiveness is interpreted as caring.
64% of customers expect real-time interactions.
Self-service on your computer
Your mobile phone
Chatting with a person on your computer
Talking to someone on the phone
Meeting with someone in person
Interaction modes will continue to proliferate, and currently include:
What’s convenient and efficient for the business may not be convenient and efficient for the customer.
Telephone usage will continue to decline.
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.
With messaging, customers get notified of your response and can respond accordingly.
This is the most time-efficient way to help customers.
There are fewer chances for errors and frustrations.
It’s psychologically satisfying.
Consumers love to solve their own problems.
The top companies are 2.4 times more likely than underperformers to excel at personalization.