On one hand you have customers calling and looking for answers, on the other one you have a team struggling to keep everything together, and then there’s you: caught up in the middle. How long can you keep it up like that? With every client that is not satisfied with your customer service, you risk losing money and reputation, so setting up a help desk support software should be your top priority. Here we are going to speak about a great customer support solution Wix Answers, but before let me give you few more reasons why it is worth your time.
An unsatisfied customer will go home and share its bad experience with close friends. In fact, to give you some numbers, you should know that 95% of consumers go and share their bad service experiences with other people. At the same time, 23% of those who had a good customer service tell 10+ people about it. This is just a small proof that customer support is extremely important.
Moreover, know that 80% of consumers are eager to pay for a better experience! With this in mind you simply can’t argue the benefits customer support brings to your business.
How to increase customer satisfaction with Wix Answers
First things first, you need to understand that you need two key elements: a help desk support software, a call center software and a knowledge base software. Thankfully, they are all provided by Wix Answers and are extremely easy to set up.
Customers love to engage with companies and feel like they are being noticed and cared after, which is why they spend 20% to 40% more money with those who care about this.
With this in mind, Wix developed the help desk and customer support channel – Wix Answers, which provides the following:
Great help center – the place where magic happens and starts from; you choose a template, customize it, add articles and you are good to go. You can also create and manage FAQs and guides to help your customers understand your business
A multi-channel ticketing system – manage, track and prioritize support tickets that come from phone calls, emails and social media
Built-in Call Center – you have your own 1-800 number and stay in touch with your customers as easy as this can get
Website widgets – guide your customers and always stay in touch through widgets that you can easily place everywhere on your website
Actionable insights – understand your customers’ behavior, see ticket response times and manage your team’s performance, all in one place
Did you know that by 2020, customer experience will take over price and product as being the key brand differentiator? Nowadays, people care more about being part of a community and purchasing from a human and story rather than from a cold-hearted website. So, make sure you keep everything as human as possible!
Let’s not forget to mention the cool things that the knowledge base from Wix Answers has to offer:
Easily adding and organizing content – nobody likes a mess, so make categories for your articles and allow the content editor to work its magic: easily add images and visitors for a stunning customer experience
Get valuable insights – see exactly how your customers interact with your help center and focus on what matters most; see feedback and statistics on the most popular articles, as well as trending searches
Manage your team – see your team’s workflow and keep everything in place with the end-to-end management system; assign tasks to your team and see when they’re completed
With these two powerful tools you make sure that you keep up with your customers and track all conversations that surround your business. 78% of consumers have bailed on a transaction because of bad service interaction, so make sure this does not happen to you, too!
Happy customers make loyal customer and it is no secret that acquiring a new customer is somewhere from 5 to 25 times more expensive than keeping an existing one. Make sure you put accent on keeping your existing clients happy and new clients informed.
Answering times are also tremendously important, as nowadays people simply don’t have the patience and time to wait for you to answer their questions. 42% of social media users who get in touch with a brand expect a response within 60 minutes, while 32% of them are not willing to wait more than 30 minutes. This is where Wix Answers help desk software helps, as it keeps you aware of when and what a client asks for.
The trends of customer service are not hard to understand: clients seek to shop from a brand they trust. With this in mind, the free tools from Wix come as the perfect solution towards keeping existing clients happy and satisfied, and impressing the new ones through outstanding communication.
So, are you ready to put a smile on the face of your customers? Try Wix Answers today and see how easy it can be to make people fall in love with your brand.