Tag: Conversion

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Introduction: The definitive guide to customer service for online stores

Winning The Competitive Battle In E-Commerce

Every definitive guide is driven by a big idea. After a ton of research, building on our own experience, and speaking with our own customers, here’s ours:

“If Customer Service is the New Battleground, then Conversation is where it will be won.”

In this post you will find all the research data – logically structured in two pyramids – to proof that personal, real-time Conversations will win the Customer Service battle in E-Commerce.

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Chapter 5: The conversation roadmap

Winning The Competitive Battle With Valuable, Personal, Real-time Support

Win The Competitive Battle

At the beginning of our guide we introduced you to two big ideas. The first was Customer Service as the New Battleground. (And if you’ve read our full guide, you know that’s one big idea that will help you stay competitive.)

Now it’s time to tackle the second big idea: Conversation to help you win the competitive battle.

By “conversation” we mean real-time support that is both personalized and super-valuable for your customers. That support will also get you maximum customer satisfaction — and loyalty — in return.

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Chapter 5: The conversation roadmap

The Value of Emotional Connection

Emotional Shopper

Generation X expects it, Millennials (Generation Y) expect it. Generation Z expects it. And Relational Shoppers of all generations will metaphorically stand up and leave your online shop if they don’t get it.

We’re talking about The Human Conversation: a real-time, personalized, super-friendly, and effective service interaction which bridges the digital/human divide and creates a strong emotional connection with your customers.

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Chapter 5: The conversation roadmap

The Roadmap To Great Conversation

The Human Conversation

You should aim to deliver fast, effective support consistently, across every channel.

In this section of our guide you’ll find a roadmap to managing and deploying great support conversations for your web store. With this roadmap, you’ll improve customer satisfaction and loyalty and lower support costs too — no matter which stage of business you are in.

Nine times out of 10 your channel strategy will revolve around e-mail, phone, and live chat — your customer’s preferred channels.

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