A customer may love your product, interface, and even brand of the Entire Business . But one bad experience with support — and all of this will not matter. Because when a customer is having a hard time and cannot get help quickly and to the point, that is all they telegram data remember. We analyze what the customer’s path to support should be so that they do not want to interrupt it forever — and what helps busins build this route without sharp corners.
- First contact: “Where can I even write here?”
What’s often wrong:
- The chat button is hidden in the footer, on a separate tab, or only on dktop.
- The only way to contact us is by using the how to do consultative selling? form “leave a requt, we will call you back”.
- There is no number, no email, no chat on of the Entire Business the website – and the client go to where all this is.
What to do:
- Place the chat widget on all pag , pecially in the shopping cart, product cards and the Payment/Delivery section.
- Provide a choice of channel: msengers, chat, email – whatever is convenient for the client.
- Make accs to support obvious and in one click , without registration and unnecsary fields.
How it is implement in Webim:
- An omnichannel widget that can be mobile lead customiz for different pag and customer segments.
- Quickly launch chat without reloading the page and without authorization .
- First msage: “just not a bot…”
What’s often wrong:
- The bot starts the dialogue with a of the Entire Business template “Hello! How can I help you?” – and do not understand the sence of the requt.
- Automatic rpons repeat the FAQ without helping to solve the specific problem.
- The user cannot get through to a live operator or simply do not understand how to do it.
What to do:
- A smart bot that understands a qution bas on keywords and context .
- Offer relevant articl from the knowlge base even before the client clicks “Submit”.
- Provide the ability to switch to the operator at any time , and not according to the bot’s internal rul.