Tag: FAQs

14 Jul 2016
Omni-Channel retailing Experience

Why it is necessary to shift from Multi-Channel to Omni-Channel retailing Experience?

What is Multi-channel compared to Omni channel retailing?

Customers reach out to organizations and businesses in a variety of ways today, including text, web, mobile, social media, email, and phone. Businesses that provide customer service on all of these channels in an integrated way, rather than in silos, deliver the consistent experience consumers crave. Multi-channel retail experiences simply imply the use of multiple channels when delivering customer experience. Omni-channel experiences, especially in retail, offer seamless consistency across channels.

Omni-channel experiences are critical, as today’s customers are using mobile devices for internet access more frequently – more frequently, in fact, than they use desktop PCs. These consumers may initiate contact with an organization on one channel and later engage with the same brand through another, often utilizing multiple devices at the same time. Technology is also pushing forth new mediums extending the customer experience beyond simply devices, but also to platforms. For example, messaging applications are now quickly becoming a new channel for customer engagement and considered to be a channel separate from others.

 

Technology and Consumer Expectations Drive the Need for Omni-Channel Retail Solutions

Entrepreneur and Forbes contributor Drew Hendricks explains that customer service has evolved as technology has evolved. The days of people reaching for the yellow pages to contact businesses are over, as customers moved to the Internet at home and then to smartphones and tablets to reach out to businesses.

A recent study shows that 63% of U.S. adults use mobile devices at least several times per month to seek customer support, and 90% have had poor experiences seeking customer support on mobile.

These customers are defining their customer experience by how well companies handle their interactions on their website, through mobile technologies, and across the myriad channels through which they engage with brands. Getting this right, with consistent delivery and relevant content that meets customer needs and demands at the right time and on their preferred channels, is crucial for success. 

Delivering an Omni-Channel Experience and the Benefits of Customer Satisfaction

Top-notch customer experiences affect the bottom line in a number of ways:

  • 45% of consumers in the U.S. abandon online transactions if their questions or concerns are not addressed quickly
  • 89% of consumers stop doing business with companies that deliver poor customer service
  • Consumers are two times more likely to share bad customer service experiences than positive experiences
  • Customers are four times more likely to purchase from competitors when an issue is related to service, versus price or product-related issues
  • 33% of consumers will recommend brands that provide quick, yet ineffective responses
  • 17% of consumers recommend brands that provide slow but effective solutions
  • 12 positive experiences are needed to make up for one negative experience
  • 70% of buying experiences depend on how customers feel they are being treated
  • 83% of consumers require at least some level of support while making an online purchase

That’s why thriving organizations have already shifted their focus to a customer-centric approach with mobile responsiveness being a top priority. So far, the data shows that companies using tools and strategies to improve mobile customer experience are winning. As Hendricks points out, “84% of CIOs at customer-centric companies now focus on the mobile customer experience.” In fact, businesses that have adopted a “mobile-friendly user experience, including responsive websites and location-based search engine optimization,” have gained a competitive edge.

Research also shows that consumers will spend more money with a company that provides a positive experience. It isn’t any wonder, then, that Gartner found that 89% of businesses plan to compete solely on the basis of customer experience.

Customer expectations also affect consumers’ levels of satisfaction, and leading companies have gone above and beyond FAQ pages to provide round-the-clock help with services that monitor social media and the Internet for mentions by customers and social media managers who maintain a consistent presence on social media. By responding to customers quickly and appropriately on social media, organizations often save their reputations and demonstrate a willingness to correct issues to ensure satisfaction.

Omni-channel customer service experience also helps to reduce customer churn, which Accenture found is attributed to poor quality customer service. Similarly, Bain & Co reports that a 10% increase in customer retention levels results in a 30% increase in a company’s value.

 

Making Multi-Channel Retailing Consistent

Companies must take care not to simply offer a multi-channel retailing experiences, though. To deliver a truly omni-channel retail experience, organizations must assume that consumers will begin an interaction in one channel and then move to another when seeking a resolution. But the focus shouldn’t be on the channels, rather on the customer.

Customers are too often segmented by channel – assuming that the company has “Twitter customers,” “Facebook customers,” and “mobile customers,” for example, when in reality companies have a single set of consumers who just happen to engage with the brand on a multitude of channels. Customers’ needs and demands remain consistent across the touchpoints from which they interact with a company.

Consumers must perceive their transitions from one channel to the next as being fluid. Best-in-class retailers are 30% more likely to optimize for omni-channel simplicity to achieve consistency and meet the needs of consumers across channels.

One of the most efficient ways to improve the customer experience is to tap into customer analytics to pinpoint consumer-preferred channels and gain insights into the effectiveness of the company’s content and knowledge base where addressing these concerns in real-time. Analytics also reveal which channels most successfully meet customer expectations, so organizations can tailor their approach for laser-targeted, consistent delivery. Leveraging technologies that reach consumers across channels and using available data to monitor and optimize the experience gives modern organizations a competitive edge.

08 Feb 2015
How to Write an FAQ Page

How to Write an FAQ Page

The trusty, traditional FAQ page is a mainstay for any site. It might not have been the first thing you thought about on your sitemap, or something that you continually optimize. However, your frequently asked questions are a chance for you to clearly connect with your customer, creatively and clearly explain your company, resolve questions and hopefully push more conversion and drive sales.

The strategy for you FAQ page should be to give relief and support to your customer service team. People frequently ask the same questions repeatedly and you can drastically reduce your support queue if you take the time necessary to optimize the information on your FAQ page. Your FAQ page is also an opportunity to convince cautious buyers and drive conversion.

We have put together a strategy and added some optimization tips to ensure that the people on your website find resolution and the information they need in order to commit to sales. Here is a checklist to help usher your traditional FAQ page into 2015.

Add sub categories to your FAQ page

Organize your questions and answers on your page so that the common themes are logical and written in terms that your customers understand. It’s easy to get lost in a fog of explaining your company on your FAQ page. Do not neglect to offer the most valuable information that your customers really need.

Link questions to more information

This is just a good SEO tactic, but adding links to articles, blog posts and other resources that can complement your answers is a good practice when creating an FAQ page. Provide easy navigation for those customers who require a little bit more information in order to find the answers they need.

Provide easy escalation

Just put yourself into your customers’ shoes for a moment. They have obviously traveled to your FAQ page in the hope of finding more information about your company, service, products and terms. In case you aren’t able to satisfy their request. Create a smart strategy and be a customer experience king by providing an easy escalation path for these valuable people. This can be as simple as adding a field on the page asking “did you find the answer you were looking for” or as sophisticated as a self-service platform integrated with chat and email for a seamless experience when your customers ask questions and need more information.

Be open to feedback

According to the content of your most frequently asked questions you can quickly decipher how to change and optimize your FAQ page to better suit what people are looking for and what questions they are asking. Try adding feedback options that act as a rating system to each company FAQ and then implement an escalation path to answers receiving a low rating to constantly update your website’s information.

Use simple language

Speak in a way that your customers will understand. As nice as it is to use big buzz words or trendy industry lingo, if people cannot easily comprehend the answers that you are providing, then your FAQ page is missing the mark and cannot succeed in decreasing support center load. Be sure to present your company’s information in a way that people will understand.

Use visual/new media to illustrate

Much like any site content you want to publish, steer toward rich media to complement your answers and clearly share information with your visitors when they need their questions answered on your FAQ page. Everyone enjoys an engaging video clip, diagram or infographic. Some product explanations just aren’t as effective without visual explanation. So don’t skimp on the imagery and video.

It’s short content, don’t write a novel

Along the same vain as using rich content, remember how your visitors prefer to ingest information online – skimming is a thing. Please do your customers a favor and take the simple route, with simple text, short answers about your company and bullet points where applicable when creating your FAQ page. Help a skimper out.

Search is good, but not enough

Let’s assume your strategy is to bulk up your frequently asked questions page with tons of content about your company. Your knowledge base is robust and answering your customers’ needs…search is necessary for your FAQ page. If discovering the questions that they need answered is too tedious for your visitors, then it defeats the purpose of this smart page that is supposed to ease the pain of finding information. A simple search bar is great, but a search bar doesn’t understand when your traffic is looking for if they don’t use the same language as you are on your site. NLP or natural language processing is a new technology that insures that people find the resolution they seek, even when they use their own specific way of asking.

Not enough knowledge for your FAQ page

It’s hard to intuitively know all of the most frequently asked questions that your visitors may have, and many companies find that their knowledge base is quite lacking in the beginning. It’s important to optimally use the insights you get from analytics and customer feedback to improve and build up the information on your support page. People will tell you what is missing if you listen. Another great option is to use customer support analytics focused on the Voice of the Customer. Platforms such as nanorep’s Voices instantly reveal your most asked and unresolved questions for a demand-driven support content strategy.

Don’t shy away from sales and conversion

When your visitors are looking for resolution to their questions it is a perfect time to help accelerate their purchase journey by making navigation relevant and friction-less and leading to conversion. Are they searching for information on your page about upgrading their service or product specific on your FAQ page? Provide a clear path to conversion within the answer that you provide. Don’t miss the golden opportunity to increase sales with your customer support strategy.

Take FAQs out of the traditional box

It may not be easy to get out of the traditional support mindset, but remember that all features and changes you make to your FAQ page will be worthless if they aren’t focused on making your website experience better for your customers. A customer-centric experience means that you need to meet your visitors where they are, no matter the touch points, screens, questions or time. Resolving issues shouldn’t just be designated for your killer FAQ page, take your service to the next level and integrate a self-service solution to meet your customers where they are and give them the information that they need.

13 Jan 2014
What Exactly is FAQ Software?

What Exactly is FAQ Software?

Frequently Asked Questions (FAQs) have been one of the most useful ways for customers to learn about how an e-commerce site functions. A wealth of information can be gleaned from the FAQ section. Among others, customers can learn about things like site policy, product returns, payments processing options, alternative products, and so forth. It must be borne in mind that websites are dealing with real customers, in real time. This largely renders a static FAQ system null and void. For example, consider the case of a customer posing a question that is not covered by the FAQs. In the absence of live customer support, the customer will be left wanting. This has an immediate and significant effect on the bottom line. The ubiquity of e-commerce websites today has led to a customer culture where service excellence is not only expected, but demanded.

Re-evaluating FAQ Software

Since self-service becomes more and more popular among online customers and instant gratification is such a big part of the customer experience, it is imperative that companies look towards customer service software that offers dynamic and targeted information. We are now in a place where software is capable of learning answers to questions on multiple levels, and updating the database accordingly. In other words there is dynamism in customer engagement. The brains trust behind the development of Nanorep technology has poured tremendous energy into creating a dynamic customer service solution that provides the right information at the right time. The development of self-learning technology has been a revelation in the industry. Engagement levels are at an all-time high, return on investment (ROI) is enhanced, and adaption to the ever-evolving needs of a large global customer base are being met.

Nanorep Answers the Questions

Nanorep offers instant web self-service, and an effective ticketing system which are based on a self-learning knowledge base; as questions are asked and answers are provided, so the knowledge base system expands. The relevancy of questions/answers is continually being monitored to ensure that customers get the best responses time and again. Customers have the option to escalate their queries via live chat software and e-mail. This provides an all-encompassing approach to the issues of customer engagement and customer satisfaction. Social forums, while having merit at some level, are grossly inefficient in terms of response times, accuracy and especially personalization of the information. Customers are required to search through threads – many of which are outdated – for answers (often inaccurate) to questions they have. Nanorep takes the best of myriad customer support solutions and provides one intuitive, self-learning and responsive support solution.

Top 5 features of Nanorep technology

  1. Site owners have access to invaluable insights which can boost ROI, customer engagement and overall satisfaction
  2. Shopping cart abandonment is dramatically reduced owing to superior FAQ software that is bundled with Nanorep technology
  3. Nanorep is not a generic solution; it is a personalized solution to frequently asked questions
  4. FAQ knwoledge bases update in real-time based on multiple categories including general topics, product questions, labels, returns, payment options and the like
  5. Nanorep provides a complete solution with multi-channel support via one-to-many interaction, as opposed to one on one responses