Tuesday, April 26, 2016

Understanding Customer Engagements and Satisfaction for e-business

When you develop the service businesses then primary goal becomes increasing customer engagement and satisfaction lists on top three objectives. Online consumers' preferences for online customer service channels are evolving now days. Most of the online consumers have adopted online self-service in the past three years. It has also disappointed more consumers because at the end of the day it is not the technology that provides the solutions; the real solutions are provided by the people and for the people.

The adoption of chat and social customer support has exploded by the consumers in the past three years. Every strategy expert is well aware that not all channels are equal among generations: For example, younger generations (37% of consumers ages 18 to 22) are more likely to prefer social media and chat over the telephone for support. But don’t assume that a preference for online service over the telephone is restricted to youth; in fact, Generations X and Y (consumers ages 23 to 45) are equally likely to prefer online support over the telephone. 

Savvy eBusiness leaders recognize that developing online customer support channels isn’t a tactic to build future relationships with today’s younger customers; online customer service is imperative to appeal to the majority of today’s online shoppers or potential customers.

Mobile internet users will soon surpass PC internet users globally. Mobile commerce is expected to reach $31 billion by 2016. While this represents a compound annual growth rate of 39% from 2011 to 2016, mobile commerce is only expected to be 7% of overall eCommerce sales by 2016 (Source: Mobile Commerce Forecast: 2011 To 2016)

Here is the survey results clearly demonstrated consumers want mobile service functionality to match that of websites: 

Website chat adoption has nearly doubled in the past three years; at 62%, it has the highest satisfaction rating among all online customer support channels. In fact, Generations Z and X have higher satisfaction chatting with a live agent than speaking on the telephone with a live agent.

In the next week we will focus on what should be the only one reason for e-businesses to choose Live Chat.

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