The availability or impact on their products and services
Posted: Tue Dec 17, 2024 5:17 am
► With rapidly fluctuating inventories and temporary store closures, customers need real-time information they can trust. In response, many brands are posting important information on the homepage of their websites, on their Google Business Profile, and through on-hold messages in call centers.
► And customers are grateful: New research found that 50% of U.S. consumers say brands can be more helpful to them right now by setting realistic expectations regarding
A line drawing of a box truck making a delivery. 60% of customers say that stores twitter database can be helpful by investing in services like curbside pickup and delivery.
Photo translation: < 60% of customers say that stores can be helpful by investing in services such as delivery and personalized home deliveries.>
► Beyond product and service availability, retailers must also communicate how they are responding to the different ways people now prefer to shop.
Sixty percent of customers say stores can help by investing in services like delivery and curbside pickup. And searches for “delivery and shipping” grew globally by more than 3,000% year-over-year.
► As retailers offer alternative methods to in-store shopping, communicating updates is critical to ensuring a seamless customer experience, especially for first-time shoppers, who account for 15% of those who have used curbside pickup since early March.
As consumer behavior changes, over-communication comes in. Your customers will thank you for it.
☞ Removing the friction of remote help ☜
When customers can’t find the information they need online, their next step is often to pick up the phone. According to research from PricewaterhouseCoopers, 80% of U.S. consumers say speed, convenience, knowledgeable help, and friendly service are the most important elements of customer experience; the same percentage of customers acknowledge that it is often difficult to get through to a business.
In times of uncertainty, this gap between expectations and reality can widen.
With call volumes now unmanageable, retailers must find new ways to answer customer questions and concerns.
A customer call can cost a business between $5 and $10, so choosing to provide customer service primarily through messaging and live chat can save retailers money and customers time.
A line drawing of messaging app text bubbles with a superimposed blue check mark. 59% of consumers say that messaging a business provides a faster response compared to traditional channels.Photo translation: <59% of customers say messaging a business provides a faster response compared to traditional communication channels>
► Deloitte Digital research shows that 59% of consumers say messaging a business provides a faster response compared to traditional channels.
► And customers are grateful: New research found that 50% of U.S. consumers say brands can be more helpful to them right now by setting realistic expectations regarding
A line drawing of a box truck making a delivery. 60% of customers say that stores twitter database can be helpful by investing in services like curbside pickup and delivery.
Photo translation: < 60% of customers say that stores can be helpful by investing in services such as delivery and personalized home deliveries.>
► Beyond product and service availability, retailers must also communicate how they are responding to the different ways people now prefer to shop.
Sixty percent of customers say stores can help by investing in services like delivery and curbside pickup. And searches for “delivery and shipping” grew globally by more than 3,000% year-over-year.
► As retailers offer alternative methods to in-store shopping, communicating updates is critical to ensuring a seamless customer experience, especially for first-time shoppers, who account for 15% of those who have used curbside pickup since early March.
As consumer behavior changes, over-communication comes in. Your customers will thank you for it.
☞ Removing the friction of remote help ☜
When customers can’t find the information they need online, their next step is often to pick up the phone. According to research from PricewaterhouseCoopers, 80% of U.S. consumers say speed, convenience, knowledgeable help, and friendly service are the most important elements of customer experience; the same percentage of customers acknowledge that it is often difficult to get through to a business.
In times of uncertainty, this gap between expectations and reality can widen.
With call volumes now unmanageable, retailers must find new ways to answer customer questions and concerns.
A customer call can cost a business between $5 and $10, so choosing to provide customer service primarily through messaging and live chat can save retailers money and customers time.
A line drawing of messaging app text bubbles with a superimposed blue check mark. 59% of consumers say that messaging a business provides a faster response compared to traditional channels.Photo translation: <59% of customers say messaging a business provides a faster response compared to traditional communication channels>
► Deloitte Digital research shows that 59% of consumers say messaging a business provides a faster response compared to traditional channels.