Browsing Tag

online chat

Interacting with Customers in the “New Now” Amid COVID-19

Interacting with customers has always been a tricky proposition. The COVID-19 pandemic has more than unquestionably changed our world.  As companies look to regain lost momentum, sustain existing business activity, and return to growth, what can we learn from how the pandemic changed the way companies and customers communicate? To answer this question, we’ve been conducting biweekly rounds of consumer research and in-depth company interviews since April to get a pulse on how interactions have changed between customers and…

Eight Tips for Building Trust With Your Customers

Trust is paramount in the customer-company relationship. However, not all businesses realize how easily it can be lost. From data breaches to privacy concerns to legal and independent investigations, there are many factors that can affect a customer’s trust in a company. In fact, Salesforce’s third State of the Connected Customer report revealed that 84% of customers say the experience a company provides is as important as its products or service. Furthermore, 73% of customers say a company’s trustworthiness matters more…

Live Chat, In-Store Pickup, and Ship to Store Boost the Retail Customer Experience

43% of online retail customers are more likely to purchase from a retailer that offers online chat A new retail report based on a survey conducted by CFI Group and Radial shows that today's shoppers expect easy and immediate chat assistance online and flexible delivery options that fit into their busy schedules. Live online chat during an online purchase has become ubiquitous. In fact, 25% of online retail customers reported they had used chat at least three separate times when placing an online order over the past 12…