6min read - Helene Lepelletier
Maintaining a humanized and qualitative customer experience is the question during the current crisis, but brands have to do it with a reduced budget. How can we make ourselves more available to our customers at a lower cost? Online conversation, which has become an essential part of the customer relationship along with telecommuting, is an increasingly important answer to this question. It is also proving to be a cost-effective solution for sites, allowing customer service teams to become more efficient and productive. This is demonstrated in the Case Study of one of our clients in the financial sector.
Covid-19 has transformed the customer experience in a profound and lasting way. In their quest for reassurance, consumers require empathetic and accessible customer service from brands. Companies, for their part, know that this crisis is an opportunity to reveal themselves to their customers and prospects, to satisfy them, and build loyalty by maintaining quality customer relationships, despite strict budgetary constraints. "In a downturn, cutting costs is inevitable. But that does not have to come at the expense of a good customer experience, which can create substantial value."* says McKinsey. How are businesses supposed to deliver this higher quality of service with one arm tied behind their proverbial backs?
At the height of the pandemic, millions of people were able to achieve digital transformation, working and consuming primarily online. Communicating with brands on the same channel, digital, has become the new normal. In many of the countries hit hardest by the virus, total messaging has increased more than 50% over the last month.** For companies, offering customers the possibility to Chat reconciles the best of both worlds, maintaining a good customer experience and controlling costs. In the digital world, messaging is a cost-effective means of communication, thanks to the increased productivity it allows. Let's take a look at why.
For example, here are the results achieved by 3 efficient consultants on sites while using our platform in May 2020:
Performance obtained by an agent on the site of one of our clients in the finance and insurance sector, May 2020
Performance obtained by an agent on the site of one of our clients in the high-tech sector, May 2020
Performance obtained by an agent on the site of one of our clients in the insurance sector, May 2020
Here is a particular case of a European company, specialized in consumer credit, which has deployed a very effective conversational strategy. Through messaging, this company managed to switch a large part of its customer service to digital, while reducing e-mail contacts by 20 to 30%.
This approach has enabled it to improve its productivity and reduce the company's contact costs by 30%. See the details in the infographics below:
Thanks to conversational strategy, Banque Casino achieved a +20% increase in productivity.
*McKinsey & Company, Adapting customer experience in the time of coronavirus, avril 2020.
**Facebook, Keeping Our Services Stable and Reliable During the COVID-19 Outbreak, mars 2020.
***Hubspot Research, Consumer Customer support survey, 2018