{"id":6738,"date":"2016-10-05T18:42:16","date_gmt":"2016-10-05T18:42:16","guid":{"rendered":"https:\/\/www.gosquared.com\/blog\/?p=6738"},"modified":"2019-11-28T11:23:56","modified_gmt":"2019-11-28T11:23:56","slug":"break-down-barriers","status":"publish","type":"post","link":"https:\/\/www.gosquared.com\/blog\/break-down-barriers","title":{"rendered":"Making it easy for your customers to talk to you"},"content":{"rendered":"

\"Remove<\/p>\n

It\u2019s common wisdom that you should make your customer interactions as frictionless as possible.<\/p>\n

When you put up barriers between you and your customers you create a void \u2013 customers wanting to get in touch have to put in extra effort to get past them (getting frustrated in the process). Maybe it’s easier for them to just publicly rant and complain to get your attention, or perhaps worst of all, they simply don\u2019t bother to get in touch or voice their opinions at all and the problem is left unresolved.<\/p>\n

Being omnipresent \u2013 how many communication channels is enough?<\/h3>\n

One of the biggest barriers you can put between you and your customers is to force them to switch communication channels. Nobody wants to have the same conversation and repeat themselves in several different mediums.<\/p>\n

You could tackle this by connecting with customers across as many channels as possible – Twitter, Facebook, Email, Phone, SMS\u2026 the list is always growing.<\/p>\n

However, we’ve found this to be inefficient and hard to manage. We\u2019re a small team, so instead of spreading ourselves thinly across all possible channels, we make sure the ones we do use provide the easiest and most consistent experience possible.<\/p>\n

Don\u2019t require information from the customer that isn\u2019t essential<\/h3>\n

When a customer has an issue or is frustrated, the last thing they want to do is fill in a bunch of \u201crequired\u201d fields to talk to you. Don\u2019t ask for names, emails, other details upfront \u2013 ask for this once they\u2019ve told you what\u2019s up.<\/p>\n

Don\u2019t ask the customer for information you can acquire through other means. When you’re a frustrated customer, think of how annoying it is when you have to tell a company your address over the phone when they already send you mail through the post. On the web you shouldn’t be asking for data you already have on the customer<\/a> \u2013 such as the plan they\u2019re on, or the pages they\u2019ve been to on your website.<\/p>\n

How Apple makes it easy for customers to get in touch<\/h2>\n

Apple Stores are famously full of \u2018Geniuses\u2019. Every time you visit a store, you’ll appreciate the personal interaction and proactive approach you experience there. If you receive faster and more relevant help from a real person<\/em>, you’ll begin to build rapport with the brand and you\u2019re certainly more likely to become a customer. Then you\u2019ll leave feeling more satisfied, which importantly means you\u2019re not only more likely to return, but also tell your friends about the great experience you had.<\/p>\n

This is one of the reasons why Apple Stores are always busy, people like the experience. Learning from this, if your main communication channel consistently delivers exceptional experiences, your customers will naturally favour it over other methods anyway. <\/p>\n

How does the Genius Bar relate to an online business?<\/h3>\n

We truly believe live chat software<\/a> can be an amazing way of replicating this experience on your website and in your app. It\u2019s a communication channel that is relevant at the time you most need it.<\/p>\n

The reason why a customer went to your site is because right then \u2013 at that moment<\/em> – they were interested and wanted to learn more. Much like talking to an Apple Genius, you choose<\/em> to go to the Apple Store to start that conversation. As a customer, you\u2019re more receptive and engaged. As a business, you don\u2019t need to win somebody\u2019s attention, because the customer has already volunteered it.<\/p>\n

Starting the interaction on the right foot leads to a much more natural and productive conversation.<\/p>\n

How we put this into practice at GoSquared<\/h2>\n

Making it easy<\/h3>\n

With our new Live Chat<\/a> product, starting a conversation only takes one click, we don\u2019t force you to submit any personal details, it\u2019s up to you to choose if and when you share anything. Sharing screenshots and files is a simple as drag and drop.<\/p>\n

Keeping it consistent<\/h3>\n

The Live Chat button is always in the same place and available on every page. We even choose to leave Live Chat on outside of office hours. Leave us a Live Chat message and we\u2019ll see it the next morning, it\u2019s still easier than email.<\/p>\n

Filling your site with Geniuses<\/h3>\n

We don\u2019t impose any \u2018seat\u2019 limits. Everybody on the team can chat with customers, view the entire live chat history, and have all the relevant account info on hand next to it; this eliminates the chance of the customer getting frustrated from having the same conversations over and over again with different agents.<\/p>\n

Adding a personal touch<\/h3>\n

Live Chat encourages you to send quick informal messages with emoji and pictures. It\u2019s a more fun and personal way to interact online. If we ever need to email somebody, we always ensure it\u2019s addressed from a real person that can be replied to.<\/p>\n

Remembering the little big details<\/h3>\n

On our contact page<\/a>, instead of having a stock photo of somebody wearing a headset, we made an \u2018over engineered arrow\u2019 (that\u2019s really what we called it – check the code!). It\u2019s an animated and fully responsive arrow, that will always highlight our preferred communication method.<\/p>\n

\"Gif<\/p>\n

While it\u2019s not necessarily been our aim, so far we\u2019ve reduced email support by ~95%. This significant reduction in email support is largely because customers prefer the lowest friction communication option available \u2013 and that\u2019s live chat.<\/p>\n

\"Pink<\/p>\n

How can you break down the barriers between your team and your customers?<\/h2>\n

Whether it\u2019s ensuring you have someone on live chat, making it easier to talk on the phone, or simply replying to more people on Twitter, there\u2019s always more that can be done to ensure you\u2019re connecting with your customers effectively.<\/p>\n

Don\u2019t be afraid \u2013 try making it easier for your customers to talk to you and see the impact on your product, your team, and your business as a whole.<\/p>\n","protected":false},"excerpt":{"rendered":"

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