The thread of the conversation if he takes a long time to respond. online form Having a record of the document or written proof of the contact made is what makes the written form stand out among users (62% cite this factor). On the other hand, the fear of never receiving a response is link to the use of this type of channel (also, 62% of respondents Mobile List rais this point). When using this means of contact, according to consumers’ experience, the response tends to take 2 to 3 days to arrive – 49% declar this range of days. Tip for using online form Be agile: 62% of respondents see the risk of never getting a response with the online form. To convey confidence to your customer, send an email confirming receipt of the message and, if possible, inform a maximum deadline for the response.
To convey confidence to your customer,
Online documentation When it comes to online documentation, people see the possibility of performing other tasks at the same time when using it as an advantage of this channel (59%). On the downside, people think that online documentation (58%) is usually limited to the most common issues regarding the service or product. Tip for using Lithuania Email List online documentation Avoid difficult language : 42% felt that documentation language is often too complex. The clearer and simpler your text is, the better for the customer to understand it. chatbot For 70% of respondents, the asset of chatbots is precisely their availability at any time and day, allowing the customer to always have the service at their disposal. But there are also disadvantages: 60% believe that they are not capable of solving complex or specific problems. Tip for using chatbot Structure the service.
The clearer and simpler
Almost half of respondents (47%) believe that chatbots can be frustrating because they are repetitive. If the platform is unable to continue the service due to its complexity, companies can forward the request to a human agent so as not to harm their customer’s experience. Only 10% of consumers leave feedback after a bad customer service experience Brazilian consumers interviewed by Capterra were willing to leave comments about their experience with the company’s support. This is because 9 out of 10 respondents usually send their opinion about the service after contacting customer support (the result is the sum of those who leave comments in different types of situations, whether negative or positive). However, the motivation for leaving a review happens with different purposes behind it.
