Customer Service

I think you agree with me when I say: Constantly staying in contact with your customers is essential for every B2C business. So how come you are still ignoring what is likely to become the number one B2C communication channel: messengers? In this post, I will give you three great reasons that will make it impossible for you to further ignore messengers as a customer communication channel. 1. Position yourself where your customers are As an avid reader of oratio insights, you probably know by now that the big four messaging apps already have surpassed the big four social networking…

One of chatbots most useful functions is serving as a customer service tool. Building the perfect chatbot for that task is not that easy if you don't have any experience in customer service on messenger platforms. So, if you have decided to improve your customer service with the power of chatbots, here are a few things to get right to ensure you are providing the best service .​ 1- Response time Response time is everything in customer service. Frankly, no one wants to wait too long to have their problems solved. So, communicating quickly is every customer’s dream. Also, Facebook…

You may have never considered having customers contact you on messaging networks like WhatsApp, Messenger or Telegram. Here are 5 quick reasons of an endless list of why you should take on this opportunity for your business. 1. Be present where your customers are Messaging apps have more active users than social networks with WhatsApp being the most preferred platform, closely followed by Facebook Messenger. With millions of your customers spending a decent amount of their time on their messaging apps daily it can only make sense to hold you conversations right where your customers are. 2. Quickly exchange responses…

But, I already have a live chat feature on my eCommerce website. Why would I need to integrate onto messengers? No need for a webpage and conversations will not time out 🚀 Yes, your website analytics may prove your website is doing well with traffic but what about your browsing time? Even if your browsing stats are successful, do you know if your customer is actually there? If you don't reach out to a customer quickly you will loose the opportunity for conversation. From your customers point of view, being able to chat with you on their messaging platforms means they…

Offering customer support over WhatsApp is a completely new way of getting in touch with your users through a channel they already use and love! Most communication between businesses and customers is happening today through email or live chats on websites. However, mobile messengers such as WhatsApp offer a variety of advantages for business usage: WhatsApp is very fast & personalA message through WhatsApp is more important than any other email WhatsApp is mobile firstReach your customers wherever the are WhatsApp is already used by your customersIt's is the largest messenger worldwide with more than one billion active users every…

As an online shop owner and eCommerce merchant you know the importance of customer care, because only a happy customer is a returning customer. In fact, focusing on customer service is one of the secrets behind amazon.com's huge success: Instead of arguing over returning policies with their customers, amazon.com replaces in most cases the article without further hassle and offer an automatic refund. In the 2013 Foresee Experience Index report, amazon.com was named as the #1 company to offer a great online customer experience. Furthermore, the study found out that satisfied customers: 75% more likely to prefer…

We are brought up with one ultimate life goal: being happy. Our mom wants us to be happy. Our best friends want us to be happy. Therefore, we want to be happy. And we spend billions of dollars trying to reach this goal of everlasting happiness. (Fun fact: It’s scientifically proven that chocolate makes us happy. Just saying.) But what if someone interrupts us on our way to becoming the happiest person on planet? Someone called our customer? Your Customer aka the Ultimate Happiness Killer As mentioned in my last post, customers are supposed to suck. And trust me,…

TL;DR We all build a product, the one way or the other. And sometimes customer feedback can be really harsh. Therefore we put together a short list of 6 points showing you how to get better at receiving customer feedback. Let’s be honest: Sometimes customers really suck. A lot. We as companies put all our energy and effort into our products, work days and nights trying to solve our customer’s pains. And for what? To receive annoying mails or calls, bad reviews on app stores or even shitstorms on social media. But being pissed off shows that…